Benefits to the Bottom Line and Beyond
Benefits to the Bottom Line and Beyond
7 Pages1 Benefits to the Bottom Line and Beyond Case Study: Wolters Kluwer“One of the best things of my day is hearing people’s genuine surprise when they realize that someone’s phoning them back to say that not only have we heard you, but we’re doing something to improve your experience.” Janine Scott Regional Manager, Key Business Initiatives, Wolters Kluwer Asia Pacifi c 2 The Wolters Kluwer parent company had been using Net Promoter since 2007. But in mid-2011, Wolters Kluwer Asia Pacific made a signi fi cant departure from the organization’s standard practices. Rather than use Net Promoter as a tool to provide insights into customer engagement once or twice a year, Wolters Kluwer Asia Pacific implemented daily transactional Net Promoter surveys in an effort to bring the Voice
