Starting point: listening to the customer

d&p wanted to gain more insight into how customers experience their cooperation and where there were opportunities for growth. We took care of:

Customer Survey & NPS: hard numbers and honest feedback. Not just a report, but a source of insights that provide direction.

Segmentation that focuses

Not every customer has the same needs. That's why we brought structure to their customer base:

Customer segmentation: clear insight into which customer groups there are, what expectations they have and how d&p can make a difference there.

This makes communication more relevant and the service more focused.

Ambassadors who reinforce the story

Tall stories only really live when people share them. That's why we helped d&p to activating ambassadors with a ambassador program — both inside and outside the organization:

• Internal ambassadors: employees who proudly spread the d&p story and reinforce it to customers.

• External ambassadors: enthusiastic customers who act as credible messengers in the market.

Result: d&p now has a crystal clear picture of their customers, knows how to best approach their segments and has a solid ambassador network, internal and external, that further carries the brand.

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