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Ekstrem kundeloyalitet 2.2.2012 Ole Kassow
Ekstrem kundeloyalitet 2.2.2012 Ole Kassow
Ekstrem kundeloyalitet 2.2.2012 Ole Kassow
Ekstrem kundeloyalitet 2.2.2012 Ole Kassow
Ekstrem kundeloyalitet 2.2.2012 Ole Kassow
Ekstrem kundeloyalitet 2.2.2012 Ole Kassow
Ekstrem kundeloyalitet 2.2.2012 Ole Kassow
Ekstrem kundeloyalitet 2.2.2012 Ole Kassow
Ekstrem kundeloyalitet 2.2.2012 Ole Kassow
Ekstrem kundeloyalitet 2.2.2012 Ole Kassow
Ekstrem kundeloyalitet 2.2.2012 Ole Kassow
Ekstrem kundeloyalitet 2.2.2012 Ole Kassow
Ekstrem kundeloyalitet 2.2.2012 Ole Kassow
Ekstrem kundeloyalitet 2.2.2012 Ole Kassow
Ekstrem kundeloyalitet 2.2.2012 Ole Kassow
Ekstrem kundeloyalitet 2.2.2012 Ole Kassow
Ekstrem kundeloyalitet 2.2.2012 Ole Kassow
Ekstrem kundeloyalitet 2.2.2012 Ole Kassow
Ekstrem kundeloyalitet 2.2.2012 Ole Kassow
Ekstrem kundeloyalitet 2.2.2012 Ole Kassow
Ekstrem kundeloyalitet 2.2.2012 Ole Kassow
Ekstrem kundeloyalitet 2.2.2012 Ole Kassow
Ekstrem kundeloyalitet 2.2.2012 Ole Kassow
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Ekstrem kundeloyalitet 2.2.2012 Ole Kassow

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  • 1. Ekstrem kundeloyalitet blandt begejstrede kunder 2. februar 2012 Ole Kassow, Partner i Wemind A/S Medstifter af Spiir A/SThursday, 2February, 2012
  • 2. Thursday, 2February, 2012
  • 3. Zane’s CyclesThursday, 2February, 2012
  • 4. Thursday, 2February, 2012
  • 5. Thursday, 2February, 2012
  • 6. Thursday, 2February, 2012
  • 7. Thursday, 2February, 2012
  • 8. Thursday, 2February, 2012
  • 9. Thursday, 2February, 2012
  • 10. Thursday, 2February, 2012
  • 11. Thursday, 2February, 2012
  • 12. Thursday, 2February, 2012
  • 13. On a scale from 0-10 what’s the likelihood that you will recommend us to a friend or a colleague? Detractors Passives Promoters 0 1 2 3 4 5 6 7 8 9 10 Net Promoter Score = % promoters - % detractors Source: Bain & CompanyThursday, 2February, 2012
  • 14. Prisen for mistillidThursday, 2February, 2012
  • 15. Oktober November December Forskel 3 mdr Årligt tab 3,225 2,279 594 -10,304 -41,215 3,114 4,299 1,666 5,590 182 0 0 -475 2,367 5,410 5,660 4,940 1,927 337 632 606 10,815 12,325 8,552Thursday, 2February, 2012
  • 16. 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 medarbejdere Omsætning: 22 mia. kr. Medarbejderchurn: 7% (19%)Thursday, 2February, 2012
  • 17. The Trust Equation (C + R + I) = Trust SThursday, 2February, 2012
  • 18. Thursday, 2February, 2012
  • 19. 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 Mark 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 Signe 3 or more have become usersThursday, 2February, 2012
  • 20. Thursday, 2February, 2012
  • 21. Promoters createcreate value How promoters real valueThursday, 2February, 2012
  • 22. OPRØRThursday, 2February, 2012
  • 23. 3. Begejstrede kunder 2. Entusiastiske 4. medarbejdere Lønsom forretning 1. Unik kultur Foto: Lars Henrik Nielsen Joi de vivre-hjertetThursday, 2February, 2012

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