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

World Class Cases

When: Monday kl. 12:30 - 13:10
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. (website text)

  • Get inspired to take the next step in CX when NPS is no longer sufficient.

  • Learn how to work on a stronger customer relationship and learn which factors are crucial in building a relationship.

  • Discover the new validated metric of the Customer Relationship Score and how to use it.

Take the next step in building a strong customer relationship. Learn how to use the Customer Relationship Model and how to measure it using the Customer Relationship Score.


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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