COLOPLAST CARE GUIDES USERS TO BETTER LIVES
Coloplast initiated Coloplast Care with a primary objective of improving quality of life for people with ostomy. 83% of members surveyed report that Coloplast Care has improved their quality of life. (US 2015 participant data. Data on file.)
In the truest measure of customer experience, Coloplast CareE as a program has achieved an NPS score of 66 (higher than the iPhone).
Efficiency in phone operations has improved, as number of monthly consumer contacts pr. FTE has increased 67% since the introduction of Coloplast Care.
And though Coloplast Care does not push products at all, the positive brand experience has a direct impact on sales: Members of Coloplast Care convert at a much higher rate than non-members when exposed to campaign: 50% more likely for ostomy campaigns and 100% more likely for continence campaigns (CRMOD data from US, 2015. Data on file.)