Post on 25-Jun-2015
Ekstrem kundeloyalitet blandt begejstrede kunder2. februar 2012
Ole Kassow, Partner i Wemind A/SMedstifter af Spiir A/S
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Zane’s Cycles
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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?
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Prisen for mistillid
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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
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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%)
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The Trust Equation
(C + R + I)S
= Trust
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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
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Promoters create real valueHow promoters create value
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OPRØR
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2. Entusiastiske medarbejdere
1. Unik kultur
3.Begejstrede kunder
4.Lønsom forretning
Joi de vivre-hjertetFoto: Lars Henrik Nielsen
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