Keynote "Raving Fans" - Social Friday
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Keynote about "Raving Fans" by Andre Wiringa during Social Friday - Performance Solutions - June 8th 2012
Transcript of Keynote "Raving Fans" - Social Friday
Raving fans
PASSION
Performance Solutionsexperience
klantenservicebeleving
klantbelevingserviceconceptenklantgerichtheid
trainingworkshopconcept
voorbeeldenretail
automotivehorecazorg
Company Confidential © 2011 Nokia
Company Confidential © 2011 Nokia10
Company Confidential © 2011 Nokia11
Citizen M Xperience concept, guide and implementation
Awards
Wat verbindt deze merken?
Company Confidential © 2009 Nokia V1 - CREATE training24
...andersom!
Ze denken...
...andersom!
Ze denken...
Company Confidential © 2009 Nikon V1 - CREATE training30
“I love Virgin Airlines. I wouldn’t fly any other airline.”
“I just loooove Starbucks.”
“I really love my new iPad.”
Company Confidential © 2009 Nokia V1 - CREATE training
Company Confidential © 2009 Nokia V1 - CREATE training
James Autry in Love and Profit:Loyalty is largely a matter of love
Tevreden klanten
= NIET GENOEG. . . .
Standaarden & procedures
Verwachtingen waarmaken
Verwachtingenovertreffen
Xp visie/
Gewensteidentiteit
Voorkomt
klachten
en verlies van
klanten
Creërt
‘verrassing’ &
loyaliteit
Tevredenklanten
Pyramide van klantbeleving
Raving Fans
Verwachtingen overtreffen
The Best Way to Get
Love is to Give Love
You don’t start loving
your partner after he/she
asks for a divorce...
It’s the customer experience that drives
loyalty most
Terrorist
Defector
Hostage
Mercenar
Loyalist
Evangelist
Share of heart
Act
ive
re
com
me
nd
atio
n
Terrorist
Defector
Hostage
Mercenar
Loyalist
Raving Fan
Share of heart
Act
ive
re
com
me
nd
atio
n
Out-of Box
NeedDiscovery/Research
UseExperienceProblems
ContactManufacturer
EngageSalesperson
Set-up
Where from?
Decidetore-
purchaseVisit
store/website
BuyContact
Network Operator
ResolveProblem
Trigger for re-purchase
Consumer Journey
Customer Care
Handset
TraditionalAdvertising
Sponsorships
Direct Marketing
CompanyWebsite
Other websites
Information Leaflets
WrittenReviews
RetailChannel
RepairCentre
QuickStartGuide
ManualAccessories
Services
RetailSalesperson
Packaging
Consumer Touchpoints
NetworkCall
Centre
Key Touchpoints mapped to the Consumer Journey
Meten = weten
Ik word binnen 30 seconden begroet
De medewerker gebruikt mijn naam
De medewerker wenst mij een prettige reis
Etc.
Mystery visits
In hoeverre voel ik me echt welkom?
In hoeverre staan de medewerkers echt klaar voor mij?
In hoeverre ervaar ik passie bij de medewerkers? (vinden ze het echt leuk mij te helpen)
In hoeverre beveel ik deze .... aan mijn vrienden en collega’s aan?
Xperience Scan
0-10 punten
#psheartbeatandrewiringa
