Bol.com - From NPS to real customer contact

Context

The challenge facing Bol.com is to establish a real bond with their customers. Given the online service model, this can only be done during the customer contact moments. A light and inspiring program aligned to the physical training days of the call centers in Maastricht, Utrecht and Lisbon was necessary to change the existing NPS-based mentality.

In the blended learning solution developed for this, the new approach is presented on the basis of the Bol.com DNA, entrepreneurship and a toolkit. The goal of the program is to stimulate the service experts to devote more attention to the customers and transform them into customer promoters.

Approach

Enstin was given two months to develop a blended learning solution in close cooperation with the trainers and L&D experts of Bol.com.

We were able to create an attractive blended program by means of intensive collaboration and aligning the learning journey to the strategic vision.

Result

The combination of online and offline learning allowed large groups to be trained in a short time. This led to fast implementation of the new culture.

The end result six months after the implementation of the program was lower costs and a higher NPS score.