Swapfiets - Schalen met te gekke customer service

2. Monthly
subscription
Service within
12 hours
Notify usIssue?Use (our)
bike
Sign up
Bicycle as a service

3. Filmpje Brandpunt

4. v
We’ll give you
your own bike
You share every bike with
everyone
Bicycle as a service Bike sharing

5. v
How we started

10. How it Started
0
50
100
150
200
250
300
350
400
450
jan
'15
feb
'15
mar
'15
apr
'15
may
'15
jun
'15
jul
'15
aug
'15
sep
'15
oct
'15
nov
'15
dec
'15
jan
'16
feb
'16
mar
'16
apr
'16
may
'16
Riding customers Orderbook

11. v
How we moved on

15. the Original

16. Iconic blue
tire
reelights
anti-flat layers
No Carrier
open
chainguard
oma fiets Swapfiets

17. Deluxe

18. vHow we moved on
Digital systems

19. Digital system
Any product
All Customers
Service Models
SWAPFIETS
IT-system

23. DATA
Bike
• Breakdown parts
• Life time
• History
customers
• Location
• Demography
use
• Frequency
• Location tracking

24. Missing Bikes
Eindhoven

25. Missing Bikes
Eindhoven

26. v
How we moved on
payments

27. Missing Bikes
Eindhoven

28. v
>99%

29. v
Why swapfiets?

31. We sell serviceWe are not selling Bikes

32. The swapfiets ShopRegular Bike Shop

33. ACQUisition
How did you find Swapfiets?
Friends & Family (73%)
Facebook (15%)
Print (3%)
Google Search (2%)
Marktplaats (2%)
Other (5%)

34. NPS
Customer Loyalty
How happy are our customers
compared to other subscription
business models?
31
63
13

35. feedback

38. v
groeiThe result

39. Roll-out
Cities 2017
New Cities 2017
Delft Leiden Nijmegen
Groningen Utrecht Den Haag
Rotterdam Eindhoven Tilburg
Breda Enschede Arnhem
Amsterdam

40. Roll-out
Cities 2017
New Cities 2018
Leuven Antwerp Haarlem
LEEUwarden Gent Göttingen
Münster MAAStricht BREMEN
EDE/WAGENINGEN Den Bosch Zwolle
Aarhus Copenhagen Odense
OldenBurg Heidelberg karlsruhe
Hannover Munich Brussel
Braunschweig Freiburg
Cities 2018

42. v
24 Januari 2019
88,954Customers

43. v