Unlock your customers and create raving fans

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A presentation about how to overcome the Corporate disconnect and engage customers and create raving fans...

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Unlock your customers and create raving fans

  1. 1. LeaderLab /Unlock yourcustomers andcreate raving fans!12-13 Oktober, 2011Sofus Midtgaard,Managing Partner LeaderLab & Rebuild21
  2. 2. LEADERLAB2011A LEADING SCANDINAVIAN INNOVATION &LEADERSHIP NETWORK We unite leaders to rebuild leadership, business and organizations for the 21st century.
  3. 3. Next years conference: June 12 & 13 2012 L LEADERLAB
  4. 4. Hvordan kan virksomheder øge kundefokus,loyalitet og innovation ved at åbne op og involvere medarbejdere, kunder og partnere i deres kerneprocesser og hvilke krav stiller det til fremtidens virksomhed.
  5. 5. A bit of history...
  6. 6. Who knows this guy?
  7. 7. In the old days we had to shout out the message…
  8. 8. ...the primary way toinfluence consumers wasto buy TV, Radio or Print advertising...
  9. 9. ...them theese guys came along...
  10. 10. ...and this guy...
  11. 11. ...and today brands arehiring Chief Listening Officers...
  12. 12. The corporate disconnect...
  13. 13. 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
  14. 14. http://www.flickr.com/photos/7752651@N05/3298941756
  15. 15. How to create raving fans...
  16. 16. Starbucks has recievedmore than 80.000 ideasfor business innovationfrom customers MyStarbucksIdea.com 2010 http://www.flickr.com/photos/rudelovers/65007512/
  17. 17. http://www.portlandsentinel.com/mississippidistrict?page=4
  18. 18. CommunicationR&D /ProductDevelopment Marketing Costumer Sales Service
  19. 19. Net Promoter Score (NPS) - the one measure to rule them all
  20. 20. På en skala fra 0-10 hvad er sandsynligheden for, at du vil anbefale os til en ven eller kollega? Detractors Passives Promoters 0 1 2 3 4 5 6 7 8 9 10Net Promoter Score = % promoters - % detractors Source: Bain & Company
  21. 21. Thank you foryour time andparticipation21. september, 2011Sofus Midtgaard,Managing Partner LeaderLab & Rebuild21Email: sofus@leaderlabWeb: www.leaderlab.com eller www.rebuild21.orgTwitter: @sofus

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