Meet Gabi Kool
CEO, Coalition Rewards
“We’ve used NPS and customer insight to drive not only ourbusiness model, but our innovations and the expansion of our brand.”
– Gabi Kool, CEO, Coalition Rewards
Coalition Rewards CEO Gabi Kool can barely repress his enthusiasm for Net Promoter, his best ally in his quest to build a great customer experience. His thoughtful engagement with the customer insights delivered by the methodology taught him eight key lessons that offer a helpful primer for organizations getting started with CX programs driven by Net Promoter. Through its internationally renowned PINS program, Coalition Rewards manages points for its partners in Northern Europe and elsewhere (such as retailers, airlines, credit cards), who issue them to loyal customer using the Coalition Rewards technology platform. Customers interact directly with Coalition Rewards when they redeem their points for a selection of rewards.
As they have grown the PINS brand, along the way becoming the most-searched brand in 2014 Google searches, Coalition Rewards has used the analytics capabilities of NICE Satmetrix NPX to help identify and prioritize the customer-focused initiatives that have been most effective in driving growth.
Coalition Rewards tracks NPS separately for its B2B relationships (with partners who offer the PINS) and for its B2C relationships (with customers who redeem their points). Using NPX, they can easily analyze how different drivers of satisfaction andloyalty map to NPS for these two very different sets of relationships. NPX lets them drill down to get insight into touch points in their separate B2B and B2C customer journeys. Armed with these segmented insights, they’re able to keep a clear focus on how to drive success for both B2B partners and B2C users.
At the 2015 NICE Satmetrix International Net Promoter Conference in London, Kool shared the lessons he and the Coalition Rewards team have learned in their work with NPX. They include:
• Make NPS fun so everyone in the organization will want to engage in the
process
• Map your improvement initiatives to touchpoints on the customer journey
• Always close the loop, even when it’s hard Kool’s conference presentation reveals the five additional lessons learned and lets you delve deeper into the secrets of Coalition Loyalty’s success.
