Case Study: Heineken reduces customer churn with CustomerGauge

How Heineken Leveraged AX to Grow When Bars were Shut Down

Heineken wanted better insight into B2B account experience and a way to respond quickly when customers became unhappy, especially as bars were shut down and business conditions shifted. Using CustomerGauge and its VOC/NPS feedback process, Heineken needed a way to close the loop on customer complaints, reduce churn, and turn negative experiences into productive conversations.

CustomerGauge helped Heineken automate NPS surveys and support an “inner loop” process so sales reps could follow up fast on low scores. In one example, a rep called a dissatisfied customer back within 24 hours, discussed the issue, and worked toward a solution, saving the account. The result was a more responsive customer experience, stronger loyalty, and measurable churn prevention through timely follow-up.

Heineken

Stephan Visser

Voice of Customer Program Lead