Digital Winners 7-8 November: Appy customers are happy customers, Kristin Kjøge Jansson, Head of Digital Services and Sales NSB

1. Appy customers are happy customers
– Even in Norway’s most hated company
2010
2011
2012
2013

2. It wasn’t a question of being liked
– it was a question of how we could be less hated.
2010
2011
2012
2013

3. 2010
2011
2012
2013

4. TI CK ET
1 PE RS ON
Something had to be done
2010
2011
2012
2013

5. ”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

6. 2010
2011
2012
2013

7. "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

8. “You should be able to buy train tickets while
running down main street Oslo.”
2010
2011
2012
2013

9. 2010
2011
2012
2013

10. Simplify, simplify, simplify
2010
2011
2012
2013

11. All time low
2010
2011
2012
2013

12. “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

13. TOPPlist
1
NSB
NSB AS
2
3
4
5
Launch
2010
2011
2012
2013

14. 2010
2011
2012
2013

15. Spring 2012
2010
2011
2012
2013
Spring 2013

16. 2010
2011
2012
2013

17. TODAY
2010
2011
2012
2013

18. “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

19. Spar tid. Ta toget
2010
2011
2012
2013