Ekstrem kundeloyalitet 2.2.2012 Ole Kassow

Ekstrem kundeloyalitet blandt begejstrede kunder2. februar 2012

Ole Kassow, Partner i Wemind A/SMedstifter af Spiir A/S

Thursday, 2February, 2012


Zane’s Cycles











1 2 3 4 5 60 7 8 9 10

Detractors Passives Promoters

Net Promoter Score = % promoters - % detractors Source: Bain & Company

On a scale from 0-10 what’s the likelihood that you will recommend us to a friend or a colleague?


Prisen for mistillid


Oktober3,2253,114

1822,3671,927

10,815

November2,2794,299

05,410

33712,325

December594

1,6660

5,660632

8,552

Forskel 3 mdr-10,304

5,590-475

4,940606

Årligt tab-41,215


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 medarbejdereOmsætning: 22 mia. kr.

Medarbejderchurn: 7% (19%)


The Trust Equation

(C + R + I)S

= Trust



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

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

3 or more have become users

Mark

Signe



Promoters create real valueHow promoters create value


OPRØR


2. Entusiastiske medarbejdere

1. Unik kultur

3.Begejstrede kunder

4.Lønsom forretning

Joi de vivre-hjertetFoto: Lars Henrik Nielsen


Business

Ekstrem kundeloyalitet 2.2.2012 Ole Kassow