their promise
ending packaged water. sustainably
Everyone in the Netherlands knows the iconic bottle of Dopper. Dopper isn’t just about stylish, reusable water bottles; it’s a statement against packaged water. Born from Dutch innovation, every Dopper bottle stands as a beacon of change in daily life.
Packaged water is polluting our planet. Dopper’s mission is to end packaged water, so that everyone can drink from the tap. And anyone can just refill. A goal that big is not accomplished by changing an individual, it is accomplished by changing the entire system. Get people to bring and refill their reusable bottle, urge companies to provide and promote tap water and lobby governments to make tap water safe and within reach for everyone.
Dopper is the witty activist in your bag, rallying for a world where packaged water is history, and clean tap water is a accessible for all.
the challenge
kickstarting CX Management across the organisation
Dopper asked Essense to support them in how to become more customer-centric as an organisation. One of their strategic goals it to focus on making customers a ‘partner for life’. This entails customers becoming an ambassador and joining the wave of ending packaged water.
Currently, Dopper is mainly driven by mission and marketing. However, to achieve Dopper’s goals, it is important to **focus on the customer**, understanding how we can **resonate** with them.
Through a customer-centric approach, Dopper aims to grasp the needs and experiences of their customers and consistently adapt as an organization.
“Thanks to Essense’s energetic team and our close collaboration, we were able to create a strategic CX roadmap that will help us generate valuable customer insights, encouraging every customer to choose tap water for life, with Dopper by their side.”
Bernice Goudt
Global Ecommerce & CX Manager
our approach
1. kick-off and preparation
- Initial meetings and desk research to understand Dopper’s current state and desired outcomes.
- Determining the timeline for the roadmap and Dopper’s short and long term goals regarding CX Management
- Getting to know the organisation, possible challenges or obstacles and defining measurable success.
2. determining the CX maturity and focus areas
- A half-day workshop to learn about the 6 capabilities of CX Management, supported with examples and inspiration.
- Defining the maturity in each of the capabilities, what is already there and what is still missing to become and work truly customer-centric.
- Defining the 4 main focus areas for the roadmap that will have the biggest impact on the CX maturity.
- Brainstorming initiatives within the selected focus areas to increase the maturity, advised by Essense.
3. working out and prioritising the initiatives
- A subsequent half-day workshop to further select and refine the initiatives, including an approach and governance for each initiative.
- Prioritising the final initiatives based on customer and business value to determine their order on the roadmap
- Plotting the initiatives on the roadmap, taking the prioritisation, capacity and governance into account to create a realistic timeline.
4. delivery
- Coaching Dopper in finalising the roadmap and presenting it towards the management team.
- Support in working out the approaches for the initiatives starting first.
5. operationalising the roadmap
- Plotting the first macro journey on the roadmap through qualitative research.
- Creating need based profiles for B2B customers.
- Drafting the CX ambition and principles to enable all employees to deliver on the desired experience.
the outcomes
clear understanding of current situation and where to focus
Deep understanding of the 6 capabilities of CX Management and insight into the maturity of each.
concrete plan to continue developing customer experience internally
Detailed approach and action plan for all initiatives on the roadmap, building up to increased maturity of the CX Management capabilities.
engaged leadership
A coherent story and actionable plan towards leadership to demonstrate value and desired outcome.
first tangible improvement opportunities
Prioritising initiatives on the roadmap that deliver quick and tangible results, that can immediately be picked up by the organisation and demonstrate ROI in the near future.
Evelien Habing
Senior Program Manager