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How Maersk Line improved their Net Promoter Score by 40 points | Beyond Philosophy
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How Maersk Line improved their Net Promoter Score by 40 points | Beyond Philosophy

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Beyond Philosophy Reveals How Maersk Line improved their Net Promoter Score by 40 points, through improving their Customer Experience

Beyond Philosophy Reveals How Maersk Line improved their Net Promoter Score by 40 points, through improving their Customer Experience

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  • 1. Case StudyJesper Engelbrecht Thomsen,Vice President Customer Service of Maersk LineColin Shaw, Founder & CEOBeyond Philosophy www.beyondphilosophy.com 1
  • 2. Webinar Interface Review 1. Viewer Window 2. Control Panel www.beyondphilosophy.com 2
  • 3. Who are Beyond Philosophy? Customer Experience isCustomer Experience is Thought leadership is our We work globally with offices in all we do.. Since 2002! differentiator all we do! London and North America; with partners in Africa & Asia. We focus on the emotional ‘Secrets of a Successful Global Evidence based consulting side of customer experience Customer Experience Program’ – & training Palgrave MacMillan 2013 www.beyondphilosophy.com 3
  • 4. We have helped some great organizations…. Brand leaders www.beyondphilosophy.com 4
  • 5. Beyond Philosophy © All rights reserved. 2001-2010 www.beyondphilosophy.com 5
  • 6. Jesper Engelbrecht Thomsen, Vice President Customer Service of Maersk Line What was the reason for the change? What did you do? How did Beyond Philosophy help? What were the problems and the pitfalls you encountered? How do you manage it today? What have been the results? What advice would you give starting on a similar path today? QuestionsBeyond Philosophy © All rights reserved. 2001-2010 www.beyondphilosophy.com 6
  • 7. Emotional Signature®eyond Philosophy © All rights reserved. 2001-2010 www.beyondphilosophy.com 7
  • 8. www.beyondphilosophy.com 8
  • 9. The Three Stroke Modelwww.beyondphilosophy.com 9
  • 10. Priority Order of the Attributes (Combined desirability and current value) – Premium Consumers Desired by Customer Effect on ValueTop Ten - 0 Relative Magnitude + www.beyondphilosophy.com 10
  • 11. Customer Experience Statementeyond Philosophy © All rights reserved. 2001-2010 www.beyondphilosophy.com 11
  • 12. Maersk Line Customer Experience Statement- our goal for every customer experience Trust Be honest, set realistic expectations, follow-up on your commitments Cared For Know your customer, be proactive, be adaptable Pleased Take ownership, show enthusiasm, do a little bit extra 12
  • 13. © Beyond Philosophy. 2001-2011 All rights reserved 13
  • 14. 14© Beyond Philosophy. 2001-2011 All rights reserved
  • 15. Naive to Natural®eyond Philosophy © All rights reserved. 2001-2010 www.beyondphilosophy.com 15
  • 16. www.beyondphilosophy.com
  • 17. www.beyondphilosophy.com
  • 18. www.beyondphilosophy.com
  • 19. Our next webinar… The 7 Fundamentals of a Successful Customer Experience Program Thursday July 12 2012 8:00AM – 9.00AM PDT 11:00 AM – 12:00 PM EDT 4:00 – 5:00 PM BST 5:00 – 6:00 PM CESTBeyond Philosophy © All rights reserved. 2001-2010 www.beyondphilosophy.com 19
  • 20. Please complete the quick survey at the end of the webinar.Beyond Philosophy © All rights reserved. 2001-2010 www.beyondphilosophy.com 20