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Customer Relationship Strategy and Customer Relationship Score for more than satisfied customers

World Class Cases

When: Monday kl. 12:00 - 12:40
Language: English

Are you looking for the next step in measuring and improving CX? At de Volksbank, we aim for more than satisfied customers. For us, CSAT and NPS are not enough. We want to build a strong relationship with our customers.

To measure our performance on this topic, we developed a Customer Relationship Model and a Customer Relationship Score. The Customer Relationship Score is a new metric that not only measures satisfaction, but also trust and brand love.

Our presentation shows you how the Customer Relationship Model is constructed, which factors are crucial in building a relationship across all channels, and how a strong customer relationship generates more value.


Tamara Mom

Strategic Marketer Customer Experience, de Volksbank, the Netherlands

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Jolien Nelemans

Strategic Marketer Customer Experience, de Volksbank

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