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

  1. 1. 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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  3. 3. Zane’s CyclesWednesday, 15February, 2012
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  9. 9. 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
  10. 10. Hvordan promotere Promoters create real value skaber værdiWednesday, 15February, 2012
  11. 11. 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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  16. 16. 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
  17. 17. Prisen for mistillidWednesday, 15February, 2012
  18. 18. 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
  19. 19. 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
  20. 20. The Trust Equation (C + R + I) = Trust SWednesday, 15February, 2012
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  22. 22. 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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  24. 24. OPRØRWednesday, 15February, 2012
  25. 25. 3. Begejstrede kunder 2. Entusiastiske 4. medarbejdere Lønsom forretning 1. Unik kultur Foto: Lars Henrik Nielsen Joi de vivre-hjertetWednesday, 15February, 2012

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