“Differ has guided us in a pragmatic way, from the beginning throughout the ongoing realization, on our journey towards high member loyalty and a member centric and modern business governance”
In general, we have seen increased expectations of Swedish individuals and consumers on brands, products, service, interaction and communication.
This development has been largely triggered by new business models and new technology within e.g. streaming services, gaming and e-commerce.
Our client, a leading Swedish non-profit member organization, has been very successful the last couple of years in recruiting new members.
However, member churn is relatively high during the first 12-24 months and a full 360-degree view of its members is lacking.
The organization is well behind the general developments with regards to digital maturity and CX.
Another development area, typical for many larger organisations, is a silo culture and silo ways of working
The client’s management has expressed it’s ambition to focus more on delivering positive CX to both its existing members and prospects in order to achieve higher perceived value of the membership and increased loyalty.
This new direction requires a new take on the organization’s way of working with CX.
Some of the obvious challenges: