digital winners 2013: kristin kjoge jansson
DESCRIPTION
Digital Winners 7-8 November: Appy customers are happy customers, Kristin Kjøge Jansson, Head of Digital Services and Sales NSBTRANSCRIPT
2010 2011 2012 2013
Appy customers are happy customers– Even in Norway’s most hated company
2010 2011 2012 2013
It wasn’t a question of being liked – it was a question of how we could be less hated.
2010 2011 2012 2013
2010 2011 2012 2013
Something had to be done
1 PERSON
TICKE T
2010 2011 2012 2013
”Smart phones were ”hyped” as the next big advertising channel. No one talked about how it
could be a tool for consumers…”
– Torkel Lappegård, former director of development, NSB
2010 2011 2012 2013
2010 2011 2012 2013
"You‘ve got to start with the customer experience and work back towards the technology - not the
other way around."
– Steve Jobs
2010 2011 2012 2013
“You should be able to buy train tickets while running down main street Oslo.”
2010 2011 2012 2013
2010 2011 2012 2013
Simplify, simplify, simplify
2010 2011 2012 2013
All time low
2010 2011 2012 2013
“What we have today doesn’t work, and I have no expectations that it will get better in the future. It’s
problematic to introduce new systems before the old ones work…”
Willy Franzen, chairman of the commuters association.
2010 2011 2012 2013
Launch
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5
NSB
TOPPlist
NSB AS
2010 2011 2012 2013
2010 2011 2012 2013
Spring 2012 Spring 2013
2010 2011 2012 2013
2010 2011 2012 2013
TODAY
2010 2011 2012 2013
“A lot of hard work is needed, but we’ve seen that it’s possible: NSB can make it to the top 10
- just not next year.”
Pål R. Silseth, Project manager, Norsk Kundebarometer
2010 2011 2012 2013
Spar tid. Ta toget