Wolters Kluwer

We helped WK look at their business from their customers perspective to remove friction and identify new opportunities

the challenge

To improve the retention of B2B subscription publishing & information business using customer experience.

The solution

We identified the potential for CX was to be focussed on driving subscription renewals and migrating customers to digital publishing subscriptions.

To achieve this we undertook customer insight feedback organised around what matters most to audience. From which mapping highlighted where broken processes and points of pain existed. Strategic improvement workshops identified fixes and NPS an tracker was installed to measure business performance.

The results

  • Identified top 20 issues to reduce ‘Detractors & increase subscription renewals
  • Introduced new customer charter to guide further retention improvements

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