Ekstrem kundeloyalitet 2.2.2012 Ole Kassow
-
Upload
ole-kassow -
Category
Business
-
view
623 -
download
2
Transcript of Ekstrem kundeloyalitet 2.2.2012 Ole Kassow
![Page 1: Ekstrem kundeloyalitet 2.2.2012 Ole Kassow](https://reader030.fdocument.pub/reader030/viewer/2022020218/558c1ba7d8b42a9d2c8b4695/html5/thumbnails/1.jpg)
Ekstrem kundeloyalitet blandt begejstrede kunder2. februar 2012
Ole Kassow, Partner i Wemind A/SMedstifter af Spiir A/S
Thursday, 2February, 2012
![Page 2: Ekstrem kundeloyalitet 2.2.2012 Ole Kassow](https://reader030.fdocument.pub/reader030/viewer/2022020218/558c1ba7d8b42a9d2c8b4695/html5/thumbnails/2.jpg)
Thursday, 2February, 2012
![Page 3: Ekstrem kundeloyalitet 2.2.2012 Ole Kassow](https://reader030.fdocument.pub/reader030/viewer/2022020218/558c1ba7d8b42a9d2c8b4695/html5/thumbnails/3.jpg)
Zane’s Cycles
Thursday, 2February, 2012
![Page 4: Ekstrem kundeloyalitet 2.2.2012 Ole Kassow](https://reader030.fdocument.pub/reader030/viewer/2022020218/558c1ba7d8b42a9d2c8b4695/html5/thumbnails/4.jpg)
Thursday, 2February, 2012
![Page 5: Ekstrem kundeloyalitet 2.2.2012 Ole Kassow](https://reader030.fdocument.pub/reader030/viewer/2022020218/558c1ba7d8b42a9d2c8b4695/html5/thumbnails/5.jpg)
Thursday, 2February, 2012
![Page 6: Ekstrem kundeloyalitet 2.2.2012 Ole Kassow](https://reader030.fdocument.pub/reader030/viewer/2022020218/558c1ba7d8b42a9d2c8b4695/html5/thumbnails/6.jpg)
Thursday, 2February, 2012
![Page 7: Ekstrem kundeloyalitet 2.2.2012 Ole Kassow](https://reader030.fdocument.pub/reader030/viewer/2022020218/558c1ba7d8b42a9d2c8b4695/html5/thumbnails/7.jpg)
Thursday, 2February, 2012
![Page 8: Ekstrem kundeloyalitet 2.2.2012 Ole Kassow](https://reader030.fdocument.pub/reader030/viewer/2022020218/558c1ba7d8b42a9d2c8b4695/html5/thumbnails/8.jpg)
Thursday, 2February, 2012
![Page 9: Ekstrem kundeloyalitet 2.2.2012 Ole Kassow](https://reader030.fdocument.pub/reader030/viewer/2022020218/558c1ba7d8b42a9d2c8b4695/html5/thumbnails/9.jpg)
Thursday, 2February, 2012
![Page 10: Ekstrem kundeloyalitet 2.2.2012 Ole Kassow](https://reader030.fdocument.pub/reader030/viewer/2022020218/558c1ba7d8b42a9d2c8b4695/html5/thumbnails/10.jpg)
Thursday, 2February, 2012
![Page 11: Ekstrem kundeloyalitet 2.2.2012 Ole Kassow](https://reader030.fdocument.pub/reader030/viewer/2022020218/558c1ba7d8b42a9d2c8b4695/html5/thumbnails/11.jpg)
Thursday, 2February, 2012
![Page 12: Ekstrem kundeloyalitet 2.2.2012 Ole Kassow](https://reader030.fdocument.pub/reader030/viewer/2022020218/558c1ba7d8b42a9d2c8b4695/html5/thumbnails/12.jpg)
Thursday, 2February, 2012
![Page 13: Ekstrem kundeloyalitet 2.2.2012 Ole Kassow](https://reader030.fdocument.pub/reader030/viewer/2022020218/558c1ba7d8b42a9d2c8b4695/html5/thumbnails/13.jpg)
1 2 3 4 5 60 7 8 9 10
Detractors Passives Promoters
Net Promoter Score = % promoters - % detractors Source: Bain & Company
On a scale from 0-10 what’s the likelihood that you will recommend us to a friend or a colleague?
Thursday, 2February, 2012
![Page 14: Ekstrem kundeloyalitet 2.2.2012 Ole Kassow](https://reader030.fdocument.pub/reader030/viewer/2022020218/558c1ba7d8b42a9d2c8b4695/html5/thumbnails/14.jpg)
Prisen for mistillid
Thursday, 2February, 2012
![Page 15: Ekstrem kundeloyalitet 2.2.2012 Ole Kassow](https://reader030.fdocument.pub/reader030/viewer/2022020218/558c1ba7d8b42a9d2c8b4695/html5/thumbnails/15.jpg)
Oktober3,2253,114
1822,3671,927
10,815
November2,2794,299
05,410
33712,325
December594
1,6660
5,660632
8,552
Forskel 3 mdr-10,304
5,590-475
4,940606
Årligt tab-41,215
Thursday, 2February, 2012
![Page 16: Ekstrem kundeloyalitet 2.2.2012 Ole Kassow](https://reader030.fdocument.pub/reader030/viewer/2022020218/558c1ba7d8b42a9d2c8b4695/html5/thumbnails/16.jpg)
Hensigt: Giv medarbejderne lov til at gøre det rigtige for
kunderne.
Væk med “do’s” and “don’ts”
Wegmans besluttede, at ingen kunde måtte forlade
butikken utilfreds
37.000 medarbejdereOmsætning: 22 mia. kr.
Medarbejderchurn: 7% (19%)
Thursday, 2February, 2012
![Page 17: Ekstrem kundeloyalitet 2.2.2012 Ole Kassow](https://reader030.fdocument.pub/reader030/viewer/2022020218/558c1ba7d8b42a9d2c8b4695/html5/thumbnails/17.jpg)
The Trust Equation
(C + R + I)S
= Trust
Thursday, 2February, 2012
![Page 18: Ekstrem kundeloyalitet 2.2.2012 Ole Kassow](https://reader030.fdocument.pub/reader030/viewer/2022020218/558c1ba7d8b42a9d2c8b4695/html5/thumbnails/18.jpg)
Thursday, 2February, 2012
![Page 19: Ekstrem kundeloyalitet 2.2.2012 Ole Kassow](https://reader030.fdocument.pub/reader030/viewer/2022020218/558c1ba7d8b42a9d2c8b4695/html5/thumbnails/19.jpg)
On a scale from 0-10 what’s the likelihood that you will recommend Spiir to a friend or a colleague? Answer 10.
User for 6 months
Has recommended to more than 30 people
4 or more have become users
On a scale from 0-10 what’s the likelihood that you will recommend us to a friend or a colleague? Answer 10.
User for 1 month
Has recommended to more than 20 people
3 or more have become users
Mark
Signe
Thursday, 2February, 2012
![Page 20: Ekstrem kundeloyalitet 2.2.2012 Ole Kassow](https://reader030.fdocument.pub/reader030/viewer/2022020218/558c1ba7d8b42a9d2c8b4695/html5/thumbnails/20.jpg)
Thursday, 2February, 2012
![Page 21: Ekstrem kundeloyalitet 2.2.2012 Ole Kassow](https://reader030.fdocument.pub/reader030/viewer/2022020218/558c1ba7d8b42a9d2c8b4695/html5/thumbnails/21.jpg)
Promoters create real valueHow promoters create value
Thursday, 2February, 2012
![Page 22: Ekstrem kundeloyalitet 2.2.2012 Ole Kassow](https://reader030.fdocument.pub/reader030/viewer/2022020218/558c1ba7d8b42a9d2c8b4695/html5/thumbnails/22.jpg)
OPRØR
Thursday, 2February, 2012
![Page 23: Ekstrem kundeloyalitet 2.2.2012 Ole Kassow](https://reader030.fdocument.pub/reader030/viewer/2022020218/558c1ba7d8b42a9d2c8b4695/html5/thumbnails/23.jpg)
2. Entusiastiske medarbejdere
1. Unik kultur
3.Begejstrede kunder
4.Lønsom forretning
Joi de vivre-hjertetFoto: Lars Henrik Nielsen
Thursday, 2February, 2012