Ekstrem kundeloyalitet 2.2.2012 Ole Kassow

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Ekstrem kundeloyalitet 2.2.2012 Ole Kassow

  1. 1. Ekstrem kundeloyalitet blandt begejstrede kunder 2. februar 2012 Ole Kassow, Partner i Wemind A/S Medstifter af Spiir A/SThursday, 2February, 2012
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  3. 3. Zane’s CyclesThursday, 2February, 2012
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  13. 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. 14. Prisen for mistillidThursday, 2February, 2012
  15. 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. 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. 17. The Trust Equation (C + R + I) = Trust SThursday, 2February, 2012
  18. 18. Thursday, 2February, 2012
  19. 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
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  21. 21. Promoters createcreate value How promoters real valueThursday, 2February, 2012
  22. 22. OPRØRThursday, 2February, 2012
  23. 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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