Customers must have a professional, credible and personal experience when they are in contact with Vestforsyning. At Vestforsyning, it is not just words but also management.
Vestforsyning is a multi-supply company, which focuses on climate, environment, development projects and, not least, the security of supply to our customers. We live in the Nupark development park in Holstebro, where more than 100 different companies have offices. Together we make up a development and growth center with a wide range of competencies within, among other things. energy, environment, food, innovation, design and advice.
Vestforsyning has traditionally worked with a strong focus on technology and new solutions. Like many other companies, they find it important to keep up with trends and trends. customer needs and wishes, as well as digital development In relation with the development of their future strategy, they wanted to put an even stronger focus on the overall customer experience for Vestforsyning. Vestforsyning contacted Zimplifi in order to create an even stronger customer experience and strategy, the purpose of which is to:
- Differentiate Western supply from other players in the market
- Create a stronger and more human focus
- Creating a strong overall customer experience from the customer meets Vestforsyning meets for the first time until they stop being a customer both digitally and also in the personal contact.
- Find out which new solutions can create value for customers
PROCESS
Based on customer surveys and input from the customers, the management team worked with finding out the basic needs, as well as experiences, which are important for Vestforsyning’s customers.
It was clarified what the customers associate with Vestforsyning’s brand, what they appreciate, and what could be improved, from the customer meets Vestforsyning the first time, until he / she is continuously in contact with Vestforsyning. Thus what creates a professional customer experience across the company and the customer’s various contact points.
Based on these needs, strategic customer principles were developed. These are the core of Vestforsyning’s brand and communication externally, as well as internally. Principles, strategic activities and initiatives were developed to support the improvement of the customer experience, including future digital solutions, communication & marketing etc.
At the same time the management team had a strong focus on ownership, and worked extensively on driving the workwith the customer principles in their respective departments. Both to get input from the employees who are in close contact with the customers on a daily basis, and be able to provide valuable input and feedback, but also to ensure that the customer principles are relevant to the employees.
Project groups were set up with both employees and managers who became responsible for working on and ensuring development and implementation of close activities and results that made sense for both employees and managers. The overall result was presented to all employees in connection with the strategy. They also got the opportunity to provide input and feedback in this context.
RESULT
- Strategic customer principles for the overall customer experience at Vestforsyning
- Targeted internal communication of these principles, respectively on an overall group level and more specific departmental examples.
- Targeted activities that support the enhancement of customer experience. Including welcome packs for new customers, new website, optimization of app etc.
- Direction for the overall brand for Vestforsyning – including overall overall brand and communication messages for the selected target groups, so that these support the overall customer experience.
- Brand manual that must contribute to ensuring that the customer principles are implemented across departments with a uniform expression in respectively. internal and external communication • Activity and result overview across the management group, so everyone knows who is responsible for what if. to ensure a total customer experience.
- Strong ownership of the management team in. to understand and create an overall future customer experience with the personal and professional leadership in focus.