TESTIMONIALS - FOREST INDUSTRY
TRANSFORMING RESULTS INTO ACTION: OUR WORKSHOPS
A customer survey is a useful tool to gather feedback and develop a greater understanding of your customers, but what really counts is what you do with the results.
Felicia Wallin, Customer Insight Analyst at Holmen, says the results of the workshops are tangible. “The workshop helped us bring the results to life and gave us a common platform to discuss and look into the findings from different perspectives. We have made real progress. After the workshop, interest among our employees in what challenges and opportunities the future holds increased and we have seen several different types of initiatives generated based on the results, which is great.”
NEW RESEARCH PROVIDES VALUABLE INSIGHTS ON HOW CONSUMERS ACROSS LATIN AMERICA REASON AROUND THE CONCEPT OF PACKAGING AND SUSTAINABILITY
In brief – Results from a comprehensive survey among 6591 consumers in 13 Latin American countries show that the concern for the environment has increased by 77% over the past 12 months. Latin American consumers also claim that they prefer paper-based packaging material over plastics, and they are ready to pay more for a more sustainable solution. “We have received very positive response from the interactions that we have had after the results were published, says Fernanda Cavaletti Santos, Strategic Market Consultant at Klabin, based in São Paolo, Brazil.
The joint market research project conducted with Opticom helped Klabin to gain very valuable insights on how consumers all across Latin America reason around the concept of packaging and sustainability.
SEE HOW HOLMEN PAPER IS UTILIZING IN-DEPTH FEEDBACK FROM POTENTIAL CUSTOMER TO DRIVE NEW BUSINESS DEVELOPMENT
In brief – Holmen Paper wanted quick confirmation that a new product concept had market potential and was commercially relevant. In order to test the new concept Holmen Paper launched an extensive market research project including in-depth interviews with potential customers in 15 European countries. “We have gained market knowledge and it has also been an excellent market temperature sensor, giving us guidance on the way forward and helping us in our strategic decision making” explains Tommy Wiksand, VP Business Development at Holmen Paper.
The encouraging feedback gave Holmen Paper the necessary proof-of-concept to continue testing and fine-tuning the product offering. Read the full story of how Holmen Paper is utilizing this in-depth feedback from potential customers to drive new business development.
SEE HOW SCA WOOD LIFTS ITS BUSINESS TO NEW HEIGHTS BY ENGAGING CUSTOMERS AND EMPLOYEES
In brief - Results from a comprehensive study among key customers across 12 different countries in Europe, North Africa and Asia show that customers express a very positive attitude towards SCA Wood. “We want our customers to be heard and understood” explains Vanessa Pihlström, Marketing Communication Officer.
SCA CONTAINERBOARD - STRENGTHENING CUSTOMER RELATIONSHIPS AND IMPROVING MARKET POSITIONING
“Greatly appreciated by our customers and an invaluable tool to strengthen customer relations and further improve SCA’s market position”.
Mikael Frölander has vast experience from the international forest industry, previously also holding positions at Grycksbo AB, Papyrus and Stora Enso.
STORA ENSO: VOICE IS INCREASINGLY IMPORTANT TO THE COMPANY
In 2013, Stora Enso approached us at Opticom International Research with one particularly interesting project: their VOICE customer loyalty research programme; and when the Renewable Packaging Division decided to entrust us with interacting on a daily-basis with their customers it became the start of a long-term partnership. This project has been growing over the years and is now running over 80 countries worldwide.
John McKechie – Vice President, Customer & Sales Support at Stora Enso – gives us his views on these first years of cooperation.
WORKSHOPS ON CUSTOMER FEEDBACK HELP MUNKSJÖ IN ACHIEVING ITS BUSINESS GOALS
Munksjö has the aim to be a global leader in high-quality specialty papers, providing customers with a unique product offering for a large number of industrial applications and consumer-driven products. In developing its strategy and business planning, customers’ experiences and input are extremely important in order to ensure decisions are taken that really are of value to Munksjö’s customers and which will result in a more favourable competitive position for the company.
HOW SÖDRA CELL BENEFITED FROM IMPLEMENTING OPTICOM’S FUTURE LAB CONCEPT!
“For some time now, the paper market has been undergoing significant changes, with reductions in the consumption of several different paper grades, which in turn has seen a reduction in the consumption in pulp. This is a trend we expect will continue,” says Anna Altner, who manages the Pulp Labs communications tool and website at Södra Cell International AB.
IGGESUND BECOMES A TRADEMARK
Holmen succeeded in registering the name Iggesund as a trademark. Iggesund is now part of an exclusive group including fine Swedish companies such as Gustavsberg, Orrefors and Kosta Boda. Still, this valuable outcome was not the only value in going through the process including a legal case, gathering testimonials and doing a brand survey, as those involved also refreshed their knowledge about the company’s history and its heritage of branding.
CUSTOMER FOCUS IS UPM’S HIGHEST PRIORITY
Throughout the years, Opticom has promoted the significance of conducting regular customer satisfaction surveys to many of its clients. Conducting these surveys and, more importantly, acting upon the results so that customer relations can be further strengthened, has helped many of our clients to strengthen their market position. UPM is one of Opticom’s clients who have taken this message to their heart and regularly track their customers’ opinions to reach its aim of staying at the top and being their clients’ preferred paper supplier and partner.