Case Study: Heineken boosts customer-centric growth with CustomerGauge

Heineken grows customer experience across 65 countries with CustomerGauge

Heineken, a global beverage company, faced the challenge of improving its B2B relationships with bars and restaurants, a critical channel for its business. To better understand and nurture these accounts, Heineken partnered with vendor CustomerGauge to implement its Account Experience program, moving beyond traditional market research to create a continuous dialogue with its customers.

CustomerGauge's solution enabled Heineken to continuously collect feedback via NPS surveys and, most importantly, close the loop by having sales reps follow up with customers within 48 hours. This process of direct communication turned detractors into promoters, saved at-risk accounts, and identified root causes of issues, leading to process improvements. The results included increased customer loyalty, saved revenue, and the discovery of new revenue opportunities, with the program now live in 65 countries.

Heineken