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The power of discipline

For more than 15 years, we’ve had the privilege of supporting De Keukenvernieuwers in their growth ambition. A wonderful company, specialized in renovating kitchens. They do this with a modest number of employees and around 50 independent and highly enterprising kitchen renovators.

The process

The process

How do you turn those enterprising types into a high-performance team, and how do you safeguard consistency in the service concept and brand image?
What remained invisible?

Why does one kitchen renovator win more assignments than another? Where do those differences in performance lie? We wanted to know how the successes of each kitchen renovator could be applied across the board.

What did we uncover?

The key word is discipline. We’ve been collecting customer stories for De Keukenvernieuwers for many years. From the head office, there’s one person who consistently monitors all responses and contacts the customer directly if something isn’t right. In doing so, the customer stories are deepened, recorded in detail, and shared with the relevant kitchen renovator.

Thanks to this constant attention, all kitchen renovators are aware of its importance. The assessment of the kitchen renovators’ work is therefore at a high level. The best-scoring entrepreneurs haven’t had any detractors for years. But there’s also a group that scored noticeably lower. We got to work on that together with De Keukenvernieuwers!

What did it set in motion?

At group level, we’ve figured out where the top performers make the difference compared to those lagging behind. It turns out to be the soft skills in which the best kitchen renovators excel. Based on the customer stories, these enterprising kitchen renovators are guided, and those lagging behind can be coached on the points where this is necessary. As a result, we see the gap with the top performers shrink year after year. And with that, the overall performance of the Keukenvernieuwers organization rises too! Believe it or not, the NPS at total level for 2025 stands at an unmatched 78!

Insight into customers' needs and emotions

How people make choices

This whitepaper shows why marketers need to understand choice behavior and how subconscious needs and emotions, driven by System 1, determine the largest part of buying behavior.
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