1. Ekstrem
kundeloyalitet
blandt begejstrede
kunder
Dansk Industri - TCK
14. februar 2012
Ole Kassow,
Partner i Wemind A/S
Medstifter af Spiir A/S
Wednesday, 15February, 2012

2. Wednesday, 15February, 2012

3. Zane’s Cycles
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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 & Company
Wednesday, 15February, 2012

10. Hvordan promotere
Promoters create real value
skaber værdi
Wednesday, 15February, 2012

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.*
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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 ydmygt
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17. Prisen for mistillid
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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 8,552
Wednesday, 15February, 2012

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. The Trust Equation
(C + R + I)
= Trust
S
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21. Wednesday, 15February, 2012

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 users
Wednesday, 15February, 2012

23. Wednesday, 15February, 2012

24. OPRØR
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25. 3.
Begejstrede
kunder
2.
Entusiastiske 4.
medarbejdere Lønsom
forretning
1. Unik kultur
Foto: Lars Henrik Nielsen Joi de vivre-hjertet
Wednesday, 15February, 2012