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Introductie presentatie, Managementboek.nl - De klant aan zet! - 14 december 2010
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Robert Kroon - De klant aan zet!
1.
De klant aan
zet Door Robert Kroon
2.
Lebbis Verwarring
bij de klant
3.
Vroeger
4.
The media is
the message Injectienaald theorie
5.
Interactiviteit
6.
Informatievoorziening neemt toe
7.
Internet 1,73 miljard
– Internetgebruikers wereldwijd (sept. ‘09) 1,4 miljard – Gebruikers van e-mail wereldwijd 247 miljard – E-mails per dag 90 triljoen – E-mails verzonden in ‘09
8.
Gek op klanten
Top 3 klachten: - Vakantieveiling.nl - Kruidvat - KPN
9.
Klanten zijn: -
Mondiger - Assertief - Connected 24/7
10.
11.
Manage verwachting
12.
Goed product/dienst
13.
Serieus nemen
(En als je dat niet doet dan…)
14.
Youp– De Help
15.
Klantcentrische denken
en doen
16.
Lebbis De
klant wil zich niet (meer) laten naaien
17.
Meer weten? www.dekroonophetwerk.nl
- Robert Kroon
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