Your SlideShare is downloading. ×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×

Saving this for later?

Get the SlideShare app to save on your phone or tablet. Read anywhere, anytime - even offline.

Text the download link to your phone

Standard text messaging rates apply

Purpose & Wow customer experience

1,144
views

Published on

Published in: Business

0 Comments
5 Likes
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total Views
1,144
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
1
Comments
0
Likes
5
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide

Transcript

  • 1. WOW CustomerExperiencePost Danmark + Alm. BrandJanuary 31, 9.00-18.00Sofus Midtgaard,Managing Partner,Leaderlab + Rebuild21sofus@leaderlab.com
  • 2. Agenda • What business are you in? What is your higher purpose? • WOW Customer Experience • Cases of WOW: Zappos, Apple, Whole Foods, Call Me… • Reflections about the “Insurance Business” (DK) • Customer Experience Scorecard for Insurance Companies (DK) • Discussion
  • 3. Mere om MidtLinkOle Kassow,Partner, Purposeole@purpose.dk
  • 4. Respect to the following for inspiration • Ole Kassow, Partner, Purpose Makers • Matthew Guiste, Director, Global Brand Loyalty at Starbucks • Bill Tolany, Senior Director, Marketing & Integrated Media at Whole Foods Market • Hanne Lindblad, CEO, Call Me
  • 5. What business are you in? - What is your higher Purpose?
  • 6. What business are you in? - What is your higher Purpose?
  • 7. People don’t buy what, they buy why! - Simon Sinek Video
  • 8. Apple...
  • 9. WOW  Customer  Experience  Scorecard:  Consumer  Electronics  (case  Apple) Brand#/#Philosophy#/#Lifestyle# 100%# 90%# Price# Buying#experience# 80%# 70%# 60%# 50%# 40%# Sustainability#&#ethics# 30%# AesteDcs#&#Design# 20%# 10%# 0%# Serie Compability#&#open#standards# PersonalisaDon#/#customizable#product# Customer#service# Convenience#&#ease#of#use### Reliability#&#long#term#value#
  • 10. WOW Customer Experience - Why it is important?
  • 11. Paid Owned EarnedPrint, Television, Radio, Brochure, retail stores,Magazines, Cinema, Word of mouth, company website,Outdoor, Banners, Facebook, Google+ Microsite, community,Direct mail, SEM/Paid Twitter, Digg, Youtube, Facebook Fanpage,Search, in-store media Flickr, blogs, forums Mobile apps etc. Strangers Customers Fans
  • 12. RealityHappiness = Expectations
  • 13. LEGO story...
  • 14. Luka lost his Ninjago figure
  • 15. Luka’s letter to LEGOHello.My name is Luka Apps and I am seven years old.With all my money I got for Christmas I bought the Ninjagokit of the Ultrasonic Raider. The number is 9449. It is reallygood.My Daddy just took me to Sainsburys and told me to leave thepeople at home but I took them and I lost Jay ZX at the shopas it fell out of my coat.I am really upset I have lost him. Daddy said to send you aemail to see if you will send me another one.I promise I wont take him to the shop again if you can.– Luka
  • 16. LEGO response to LukaLuka, I told Sensei Wu that losing your Jay minifigure was purely anaccident and that you would never ever ever let it happen ever again.He told me to tell you, "Luka, your father seems like a very wise man.You must always protect your Ninjago minifigures like the dragonsprotect the Weapons of Spinjitzu!"Sensei Wu also told me it was okay if I sent you a new Jay and told meit would be okay if I included something extra for you because anyonethat saves their Christmas money to buy the Ultrasonic Raider must bea really big Ninjago fan.So, I hope you enjoy your Jay minifigure with all his weapons. You willactually have the only Jay minifigure that combines 3 different Jays intoone! I am also going to send you a bad guy for him to fight!Just remember, what Sensei Wu said: keep your minifigures protectedlike the Weapons of Spinjitzu! And of course, always listen to your dad.
  • 17. A Story of the New World… LEGO meets Minecraft...
  • 18. 0 NPS = Net Promoter Score
  • 19. Cases on WOW Customer Experience
  • 20. Zappos...
  • 21. South West Airlines...
  • 22. http://youtu.be/RmprvK-p7wchttp://youtu.be/RmprvK-p7wc
  • 23. Whole Foods
  • 24. Starbucks
  • 25. 100 Days of Politeness
  • 26. Call Me
  • 27. Kundeoplevelse i“forsikringsbranchen” (In Danish Sorry)
  • 28. Customer  Experience  Scorecard:  Forsikringsbranchen  -­‐  et  meget  hur@gt  bud... Purpose/Profil/Brand# 100%# 90%# Overskuelige#produkt#portefølje#og#klar# Pris# 80%# kommunikaEon# 70%# 60%# 50%# 40%# Kundeservice#og#fysiske#rammer#ved# Nemt#at#sammensæHe#produkt#der# fremmøde# 30%# passer#/Customizable#product# 20%# 10%# 0%# Serie1# Klare#dækningbeskrivelser#og# Kundeservice#O#telefon# transparens# HurEg#skadebehandling#og#udbetaling# God#online#selfOservice/brugervenlighed# Nemt#at#anmelde#skade#
  • 29. Rebuild21May 22-23 2013, CopenhagenOrganising for the Future +New Nordic Leadership Organizing for the future & New Nordic Leadership
  • 30. Sofus Midtgaard Managing Partner, Leaderlab Mobile: +45 30 220 111 Email: sofus@leaderlab.com Thank you...BAGGRUND Gennem mit arbejde og netværk Jeg har en MBA og er vant til at ofte på nøglepersoner fra har jeg betragtelig indsigt i de tilrettelægge og drive processer Starbucks, Wholefoods, IDEO ogJeg har 10 års erfaring som strategiske, forretningsmæssige og skabe resultater i både små og LEGO.Udviklings- og Strategichef i DR og organisatoriske udfordringer store ofte politiskeog har de sidste fem år arbejdet virksomhedsledere står overfor organisationer.tæt sammen med ledere i med digitaliseringen,virksomheder som LEGO, Novo globaliseringen og omlægningen Herudover har jeg gennemNordisk, Mærsk, Egmont, mere bæredygtig produktion/ Leaderlab og etableringen afGrundfos, Novozymes og TDC. ressource økonomi. konferencen Rebuild21 et stort internationalt netværk og trækker