NYHAVN REJSER THE RESULTS The culture in Nyhavn Rejser has been changed quite radically. Decisions are no longer based on gut feelings: they are data-driven and/or fact-driven. The culture change has provided sales staff with a great deal of confidence – sales staff is now proactively phoning the customer to ask, if they are ready to talk about their next vacation. “Nyhavn Rejser’s bottom line has improved, as well as the contribution margin. Results will show in future bottom lines, as the project progresses, and I am confident that it will have a positive effect on revenues and profitability”, Henrik Fuglsang states. ”A lean foundation requires that you know your loyalty drivers and that you focus on these drivers. Some drivers were phased out, as they were no longer relevant, e.g. brochures and pamphlets, as the analysis showed that the main drivers were sales staff and not the material – people wanted a custom-made vacation and not something they found in a magazine.” Henrik Fuglsang is very confident that the cooperation with Valcon ensured that the project was successful. He stated: “I am glad that Valcon kicked us in the behind and called a spade a spade, and that Valcon was open about what needed to be done, as this frankness was one of the main reasons for achieving the results we did”. Now that the project is over, Nyhavn Rejser knows that measures have to be taken and which data to use. Apart from this, the new culture in Nyhavn Rejser is based on following a four-step iterative principle of mapping, obtaining data, understanding and acting. SECTOR Retail EXPERTISE • Commercial and sales excellence
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