Ekstrem kundeloyalitet blandt begejstrede kunder 14.2.2012 Ole Kassow Wemind
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Ekstrem kundeloyalitet blandt begejstrede kunder 14.2.2012 Ole Kassow Wemind

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Ekstrem kundeloyalitet blandt begejstrede kunder 14.2.2012 Ole Kassow Wemind Ekstrem kundeloyalitet blandt begejstrede kunder 14.2.2012 Ole Kassow Wemind Presentation Transcript

  • Ekstrem kundeloyalitet blandt begejstrede kunder Dansk Industri - TCK 14. februar 2012 Ole Kassow, Partner i Wemind A/S Medstifter af Spiir A/SWednesday, 15February, 2012
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  • Zane’s CyclesWednesday, 15February, 2012
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  • 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 & CompanyWednesday, 15February, 2012
  • Hvordan promotere Promoters create real value skaber værdiWednesday, 15February, 2012
  • Customers stay longer 3000 2250 1500 750 0 -750 0-6 6-12 12-18 18-24 24-30 30-36 36-42 Kundeomsætning 200% 100% 66% 50% 40% 33% 28 måneder = 1.590 kr 32 måneder = 1.912 kr Kundeomsætning = 43 % Kundeomsætning = 38 % NPV = 29 mio. kr.*Wednesday, 15February, 2012
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  • Verdensmestre i at give en ordentlig undskyldning 1. Vær ærlig 2. Genvind tillid 3. Ær den skadeslidte 4. Forklar og løs problemet 5. Levér den hurtigt og ydmygtWednesday, 15February, 2012
  • Prisen for mistillidWednesday, 15February, 2012
  • 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 8,552Wednesday, 15February, 2012
  • 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%)Wednesday, 15February, 2012
  • The Trust Equation (C + R + I) = Trust SWednesday, 15February, 2012
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  • 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 usersWednesday, 15February, 2012
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  • OPRØRWednesday, 15February, 2012
  • 3. Begejstrede kunder 2. Entusiastiske 4. medarbejdere Lønsom forretning 1. Unik kultur Foto: Lars Henrik Nielsen Joi de vivre-hjertetWednesday, 15February, 2012