O B S E S S E D W I T H O U R C U S T O M E R S

SUSAN HAGERTY BONSAK, COUNTRY MANAGER, NESPRESSO NORGE

T H E P A S S I O N O F N E S P R E S S O

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N E S P R E S S O

T H E U L T I M A T E C U S T O M E R

E X P E R I E N C E

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F R O M P I O N E E R TO R E F E R E N C E

We have re-defined the global coffee culture to

become the worldwide reference in portioned coffee.

By launching the world’s first coffee capsule system,

Nespresso reshaped the way people around the world

enjoy their coffee.

Coffee is at the heart of all we do.

Yet consumer pleasure is why we do it.

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Nespresso is present in 64 countries on 5 continents, relying on our +12’000 employees to delight our customers

N E S P R E S S O W O R L D W I D E

T H E U N I Q U E N E S P R E S S O T R I L O G Y

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SERVICES – MER ENN DET L ILLE EKSTRA

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N E S P R E S S O I N O R G E

ALLE NORDMENN GJØR DETTE

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F O R N Ø Y D E K U N D E R

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5.2 Satisfaction

88% Recommendation

N E S P R E S S O S K AP E R P O S I T I V E F Ø L E L S E R

11

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B 2 B : B E S T B R A N D AM B A S S A D O R S - 7 O U T O F 1 0 H AV E R E C O M M E N D E D N E S P R E S S O TO

O T H E R S

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70%

26%

4%

Have recommended Nespresso to others Have never recommended Nespresso toothers, but would quite like to

I wouldn't want to recommend Nespresso toothers

I must reward 7 out of 7. I can’t think of

anything that Nespresso as a supplier

can do better.

Nespresso is best in class. Everything is

top notch!

Nespresso is the best compromise

between practical considerations and

excellent coffee

If the coffee machine breaks down,

it creates more ‘noise’ than if one

of our ships breaks.

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S A N N E H I S T O R I E R

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TAK E AWAY S O G T I P S

IN ORDER TO BE OBSESSED ABOUT YOUR

CUSTOM ERS, YOU M UST F IRST BE OBSESSED

ABOUT YOUR PRODUCT OR SERVICE. THIS HAS

TO BE A PART OF THE COM PANY’S DNA

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«DELIVERY» CAN M EAN M UCH M ORE

KEEPING TRUE TO DELIVERY PROM ISES IS

CRUCIAL

REVIEW YOUR BRAND PURPOSE, M ISSION

STATEM ENT, VALUES FROM A CUSTOM ER’S

PERSPECTIVE

CUSTOM ER OBSESSION COM ES WITH A PRICE

AND EXPECTATIONS. ARE YOU READY TO

DELIVER, EVERY DAY, ALL THE T IM E?