SAS Institute 29.11.2012 Ole Kassow

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Ole Kassow

Are you walking on thin ice?

Business

Er I på tynd is?

November 2012
Ole Kassow, Purpose Makers
Thursday, November 29, 12

Velvilje

(T + P + I)
S
Social kapital
Tillid
Thursday, November 29, 12

Service
Features
Pris
Kvalitet

Thursday, November 29, 12

Konklusion:
Manipulation virker!

Men...

Thursday, November 29, 12

Prisen for mistillid

Thursday, November 29, 12

Faktisk
Oktober November December Forskel 3 mdr årligt tab
3,225 2,279 594 -10,304 -30,682
3,114 4,299 1,666 5,590 -39
182 0 0 -475 -2,479
2,367 5,410 5,660 4,940 11,177
1,927 337 632 606 3,957
10,815 12,325 8,552

Thursday, November 29, 12

På en skala fra 0-10 hvad er sandsynligheden for, at
du vil anbefale os til en ven eller kollega?

Detractors (bagvaskere) Passives Promoters
(fans)

0 1 2 3 4 5 6 7 8 9 10

Net Promoter Score = % promoters - % detractors Source: Bain & Company

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 medarbejdere
Omsætning: 22 mia. kr.
Medarbejderchurn: 7% (19%)

Thursday, November 29, 12

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SAS Institute 29.11.2012 Ole Kassow

1. Er I på tynd is? November 2012 Ole Kassow, Purpose Makers Thursday, November 29, 12

2. Thursday, November 29, 12

3. Velvilje (T + P + I) S Social kapital Tillid Thursday, November 29, 12

4. Service Features Pris Kvalitet Thursday, November 29, 12

5. Pris Thursday, November 29, 12

6. Thursday, November 29, 12

7. Promotion Thursday, November 29, 12

8. Frygt Thursday, November 29, 12

9. Konklusion: Manipulation virker! Men... Thursday, November 29, 12

10. Prisen for mistillid Thursday, November 29, 12

11. Faktisk Oktober November December Forskel 3 mdr årligt tab 3,225 2,279 594 -10,304 -30,682 3,114 4,299 1,666 5,590 -39 182 0 0 -475 -2,479 2,367 5,410 5,660 4,940 11,177 1,927 337 632 606 3,957 10,815 12,325 8,552 Thursday, November 29, 12

12. Thursday, November 29, 12

13. Thursday, November 29, 12

14. Thursday, November 29, 12

15. Thursday, November 29, 12

16. OPRØR Thursday, November 29, 12

17. Thursday, November 29, 12

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21. På en skala fra 0-10 hvad er sandsynligheden for, at du vil anbefale os til en ven eller kollega? Detractors (bagvaskere) Passives Promoters (fans) 0 1 2 3 4 5 6 7 8 9 10 Net Promoter Score = % promoters - % detractors Source: Bain & Company Thursday, November 29, 12

22. Zane’s Cycles Thursday, November 29, 12

23. 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 medarbejdere Omsætning: 22 mia. kr. Medarbejderchurn: 7% (19%) Thursday, November 29, 12

SAS Institute 29.11.2012 Ole Kassow

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SAS Institute 29.11.2012 Ole Kassow