Measurable results.

Based in the data.

Rooted in reality.

A unique approach to classical analysis

We want to raise the bar

Raw Milk helps companies design and implement Customer Experience Management. We create customer experiences that are consistent and differentiated. That build loyalty. That create ambassadors.

Based on your current situation and ambitions, we design unique solutions. Solutions, that are strategically founded, embedded into your organization, and that will be appreciated by your customers.

When you’re dealing with Raw Milk, you’re dealing with the best there is. Our expertise is wide ranging and we design full-service solutions all the way from idea to implementation.

The customer is always at the center of our actions

Customer Experience Management

CEM is all about delivering an excellent customer experience in every instance and not just in a selection of contact points. The ability to provide a full and valuable end-to-end experience is what gives a company its competitive edge.

In order to succeed with CEM, an effective Voice of the Customer program is required along with a holistic and intuitive dissemination platform that creates insight, commitment and action among the employees.

CEM is also about optimizing systems, processes and skills in order to have them support excellent customer experiences in every contact point.

  • Potential and strategy

    We can get you started on CEM the right way.

    Usually the first step is assessing the company potential. This assessment helps clarify the initial barriers when implementing CEM, and it also provides a clear indication of the economic potential.

    Building off the potential assessment and the most mission critical challenges, strategy and goals are decided upon. Also, your CEM-implementation is carefully planned.

  • Voice of the Customer

    We can help design and implement an efficient Voice of the Customer program.

    The first step will usually be to map out the customer journey. The map illustrates all interactions between the customer and the company and is used when defining both actual and ideal customer experiences at each point in the map.

    Based on the core values and brand promise of the company, promises to the customer are defined for the most critical contact points in the map.

    Finally, data about the customer experience in these most critical contact points are collected.

  • Insight, commitment and action

    Employee commitment is one of the primary drivers when trying to succeed with CEM – do the employees actually WANT to deliver on your promises to the customers? By executing tightly focused employee surveys, the ability to act on the insights is set in place.

    The right knowledge with the right person at the right time – that is R3. Raw Milk’s dashboard gives you the most intuitive, intelligent, and action generating dissemination tool. R3 has been specifically developed for CEM.

    Keeping track doesn’t produce results. But acting on the obtained knowledge does. Raw Milk can help provide the framework and tools that enable action and follow ups – be it strategic prioritization, social CEM or win-back-strategy.

  • Systems, processes and skills

    Having highly dedicated employees is not enough, when it comes to delivering excellent customer experiences. It takes a foundation of systems, processes and skills.

    Raw Milk can help you uncover the obstacles preventing CEM in your company. We can pinpoint the low hanging fruit as well as profitable long-term strategic initiatives.

    Furthermore, we can assist in continuously assessing the skills of your employees, and thereby ensuring that education and recruitment plans are in coherence with your CEM-strategy. This ensures that your employees are actually ABLE to deliver on your promises to the customers.

CEM as the driver of growth

How large is your unresolved potential?

CEM is about meeting or exceeding the expectations of the customers and thereby increasing both customer retention, turnover per customer and the extent of which customers will recommend your company to new customers.

CEM also decreases costs for handling complaints, for sales and for marketing. Usually employees are also more productive as a by-product of CEM.

If you wish to know what unfulfilled potential CEM can unlock in your company, please don’t hesitate to contact us. We would love to tell you more – no strings attached.

You’ll find us here.

Customer experiences - experienced real-time

CEM-strategy operationalized

Get your results online and in real-time with our user friendly R3 dashboard – the most intelligent and intuitive dashboard on the market. R3 has been specifically designed to anchor customer surveys within organizations. Collect all your customer analyses in one simple tool and make them accessible across your organization with differentiated rights management.

Contact us and let us demonstrate R3 using key figures from your own company.


 

Players 1st

Together, The Danish Golf Union and Raw Milk have launched the most ambitious Customer Experience Management program in Danish sports so far. The program is called ´Players 1st´.

The aim is to optimize the ability to run a healthy golf club in Denmark. The mean is to optimize both the club members’ and guests’ experiences when visiting golf clubs and in doing so increasing their loyalty and making them into club ambassadors.

The Players 1st program consists of two parts, equally important. Firstly, there is a data collection system, that presents knowledge and results in a tailor-made online-dashboard. Secondly, there is a training program that teaches the clubs to turn the obtained knowledge and results into everyday actions.

Thinking outside the box

The Danish Golf Union couldn’t have been any clearer: “We want a Formula 1 program, but it can’t cost more than a family car.” Ambitions were high, but the funds were limited. In order to succeed, we had to think outside the box.

After having done extensive research with regard to existing programs, DGU chose Raw Milk to design their Voice of the Customer program. That was the only way to ensure that every element fit the mission and to avoid costly solutions that were simply too hard to use on a daily basis.

  • CEM-strategy

    The number of golfers has been stable for a long time. Stable as in stagnated and much to the dissatisfaction of the DGA. Too many golfers are quitting the sport entirely, and especially new golfers often quit again within 1 or 2 years of taking up golfing. Add to that a low number of new golfers entering the sport that can’t make up for the quitters, and it should be clear that there is a need to increase both player retention and the degree to which existing players recommend the sport to others.

  • VOC program

    Taking the above into account, DGA asked Raw Milk to design a Voice of the Customer program to be used by every golf club in Denmark. The design process included talks with golfing stake holders and going on their and DGA’s wishes, a Voice of the Customer program (Players 1st) was created.

    The Players 1st is offered to every golf club in Denmark. The program includes four surveys: A continuous, daily survey among the greenfee players, member surveys, surveys among new members, and finally surveys among ex-golfers. Also, all players – members as well as guests – are invited to provide the clubs with feedback about their golfing experiences by utilizing QR codes.

  • Dashboard

    Conveying knowledge and insight is at the core of the Players 1st program. DGU had done extensive research into existing online dashboard-solutions, but these all came up lacking with regards to functionality, user friendliness and guaranteed follow-up actions.

    Raw Milk created a tailor-made dashboard, that solely aims to visualize the results from the Voice of the Customer program. The dashboard has been a huge success and has enabled the clubs to easily see the results, to look on a particular group of members, and to identify the areas that have the greatest effect on loyalty and the degree to which players will recommend a particular club to potential new members. All presented in a user friendly environment.

  • Training programs

    To enable the clubs to utilize the findings, a comprehensive training program for both management and employees is implemented. The clubs are introduced to the different tools that enable them to actively work on improving the customer experience and thus enabling them to derive results from the collected knowledge.

  • SMS-campaign

    The Players 1st program comes with a built-in ambassador-sms-system that can help the clubs recruit new members. Here, the club ambassadors can send text messages to five of their friends with particularly good offers – a beginner’s golf course, for example. This is a recruitment method that has proved very efficient in a lot of places.

Players 1st will grow the number of Danish golfers

20.000 new golfers in Denmark

First and foremost, the DGU wants the program to increase member retention among all participating clubs. Specifically, the goal is to grow member retention by 10 percent. A separate goal is that clubs participating in the program improve significantly with regards to integrating and retaining new members.

Also, the program aims to grow the number of members that will actually recommend a particular club to potential new players. This will mean that participating clubs should see an influx of new players.

It is expected that the Players 1st program will grow the number of golfers in Denmark by 10-15 percent over the next three years. If that happens, it will mean a significant economic boost to the golf clubs in Denmark.

 

Do you have ambitions for greater customer loyalty?

If so, we would like to welcome you at Raw Milk. Whether you need strategic counseling on Customer Experience Management or the design of a Voice of the Customer program, we are here to help.

We are experts at identifying and extracting unfulfilled potential with your customers and in clarifying drivers and barriers that affect customer loyalty.

Raw Milk
Søndergade 66B
8000 Aarhus C

Tlf: +45 6076 6920
E-mail: mail@rawmilk.dk