Download - SAS Institute 29.11.2012 Ole Kassow
November 2012Ole Kassow, Purpose Makers
Er I på tynd is?
Thursday, November 29, 12
Thursday, November 29, 12
(T + P + I)S
Social kapitalTillid
Velvilje
Thursday, November 29, 12
PrisKvalitet
FeaturesService
Thursday, November 29, 12
Pris
Thursday, November 29, 12
Thursday, November 29, 12
Promotion
Thursday, November 29, 12
Frygt
Thursday, November 29, 12
Konklusion:Manipulation virker!
Men...
Thursday, November 29, 12
Prisen for mistillid
Thursday, November 29, 12
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
Faktiskårligt tab-30,682
-39-2,47911,1773,957
Thursday, November 29, 12
Thursday, November 29, 12
Thursday, November 29, 12
Thursday, November 29, 12
Thursday, November 29, 12
OPRØR
Thursday, November 29, 12
Thursday, November 29, 12
Thursday, November 29, 12
Thursday, November 29, 12
Thursday, November 29, 12
1 2 3 4 5 60 7 8 9 10
Detractors (bagvaskere) Passives Promoters(fans)
Net Promoter Score = % promoters - % detractors Source: Bain & Company
På en skala fra 0-10 hvad er sandsynligheden for, at du vil anbefale os til en ven eller kollega?
Thursday, November 29, 12
Zane’s Cycles
Thursday, November 29, 12
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%)
Thursday, November 29, 12