Jyske Bank Testimonial Case

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1 Jyske Bank Testimonial Case

2 Jyske Bank CEM Institute Client: Jyske Bank is Denmark s third largest bank with around employees, 120 branches and app customers. As late as august 2008 Jyske Bank was rated as the best bank in Denmark by the customers. This gave Jyske Bank a steady influx of new customers and a high retention rate among existing customers. The financial crisis that followed changed all this as the bank had some unfortunate incidents that had strong implications on the banks image, and as a consequence the customers rating decreased drastically. In only 5 months the bank slid from first to fifth place in the ranking. Since 2008, CEM Institute has gathered all B2C market knowledge of the banking market in a Customer Experience Management solution (CEM). The CEM solution contains all essential parameters that have importance for a customer s choice of bank. All information is gathered continuously every day all year around. The data is processed and reported instantly, which enables the banks with the CEM Institute solution to monitor the customer s experiences in real time. In April 2009 The CEM Institute banking solution was implemented at Jyske Bank. Now Jyske Bank is again very close at being ranked number one among All Danish banks. With the CEM-solution it is far easier than before to monitor and follow the clients and potential clients perception of Jyske Bank and our competitors. We are updated on the development daily, and can easily process, analyze and disseminate the results ourselves. Christian Bjerre Tørring Department Director in Marketing Denmark, Jyske Bank CEM Institute Testimonial Case

3 Nilfisk Advance Testimonial Case

4 Nilfisk Advance CEM Institute Client: Nilfisk-Advance is one of the world s leading manufacturers of professional cleaning equipment The headquarter is based in Denmark, with production facilities located in Asia, Europe and Americas and sales companies in 43 countries - plus distributors in more than 70 countries. Main product lines are professional scrubber dryers, sweepers, vacuum cleaners, and high pressure washers. The products are sold under a wide range of brands, including Nilfisk, Nilfisk-ALTO, Advance, Clarke, Viper and Nilfisk-CFM. Nilfisk-Advance is part of the NKT Group, listed on the Copenhagen Stock Exchange. As part of a more customer orientated focus Nilfisk Advance has initiated a brand new customer satisfaction set-up in 9 countries together with CEM Institute. In the long run it is the intention to expand to all Nilfisk Advance markets. The project was started with a pilot phase in Denmark in the autumn The Initial results and data were presented for Nilfisk advance and the key questions and loyalty drivers identified. On the basis of the Danish experience an international survey set-up was developed. The set-up is based on web-interviews with clients supplied by Nilfisk Advance. This enables CEM Institute to set-up our system so that all processes from interviewing to reporting are carried out automatically. The reporting includes Global benchmarking report, country reports and real time customer reports where the results are distributed directly to the individual person who is handling the customer. With the CEM solution we are working on we can monitor our markets and identify the most important issues. It is a crucial element that the results can be received in real time, as we want marked data that is actionable. This approach is important for us as we operate on many markets around the world with very different needs. With the CEM solution we will have an efficient way of collecting, filter and distribute our market knowledge thereby keeping it relevant at all times. Michael Fenger General Manager, Product Marketing EMEA/APAC CEM Institute Testimonial Case

5 Scandlines Testimonial Case

6 Scandlines CEM Institute Client: Scandlines GmbH is one of Europe s largest ferry companies, established in 1998 by a merger of the largest national ferry companies in Denmark and Germany. The core area is the triangle between Denmark, Germany and Sweden, where they have the densest route network of any ferry company. Scandlines operates on nine routes between 13 ports in the Baltic Sea. In 2010, the company transported about 16 million passengers, 3.7 million cars and more than one million lorries. Furthermore Scandlines activities include catering service, retail sales of goods in restaurants and shops on board and in shore-based shops. Scandlines are using many kinds of market research to improve the quality of their services. This includes both satisfaction surveys by paper and online and market surveys aimed at getting a closer understanding of the behavior of the target groups in many countries. To get a better grip on the huge amounts of data Scandlines contacted CEM Institute in order to get all the different data on one single platform where questionnaires can be created and data analysis performed and afterwards can be stored and reported fast and simple. The CEM solution makes it easier to monitor our market and identify the factors that are important to our customers. It means that our market knowledge will be more action oriented and in practice works as a management tool. The solution is flexible in relation to that we operate in many markets - including foreign ones. Thus, we have created order and got a clear overall picture. Last but not least, the CEM solution has the benefit that we have gathered all our market knowledge on our own CEM Platform thereby adding more value and has become easier to disseminate within the organization. Leif Meineche Head of Market Intelligence CEM Institute Testimonial Case

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