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Customer Loyalty and   Balance StatementKnowing yourself, your team andyour customer – you always win !                   ...
Accounting  Tax & legalTeam trainings
IMG Koolitus (Training)Management, leadership and team-       working trainings      BELBIN TEAM-ROLES Sales and customer ...
Observed behaviour …        Reaction for new ideas          1. It can’t be done !      2. It probably can be done,       b...
What is our goal?Profit is important but not enough!    What about our customers?We expect customer loyalty but are measur...
How to measure loyalty?  There are TOO MANY customersatisfaction questionnaries … which     our customers do not like!
Perfect service ??? Bain & Company/ Satmetrix        362 companys80% belived, that they deliver       perfect service8% wh...
How to measure loyalty?  We do not trust advertising!     We trust or friends!      Trust drives sales! Now is time for Pr...
Promoter Index    Ieteikšanas indekss balstās uz apstākli, ka tad, ja cilvēks kādu vai kaut ko iesaka saviem draugiem unpa...
Many problems solvedToo many questions in questionnaries    Answers are not very specific  Very long delay (1-2 x per year...
Most important question„How likely would you recommend us   to your friend or colleague?“Additionally the customer is aske...
Promoter IndexPromoter Index for ZZZ is 65%Is it good or average or bad?     Minimum is -100%    Maximum is +100% What do ...
Promoter IndexPI% = Promoters % - Detractors %   Min. = -100% Max. = +100%
www.recommy.comWeb based ready to use solution is in  LATVIEŠU, Estonian, English and              Russian.Feedback can be...
www.recommy.comWeb based ready to use solution is in  LATVIAN, Estonian, English and             Russian.   Feedback can b...
Ultimate GoalDo whatever you like to do as long as your customer is going to be your          loyal promoter!THERE SHOULD ...
I wish you allSerenity to accept the things You         cannot change,Courage to change the things You             can and...
THANK YOU !        Mats Soomre        mats@img.ee        www.img.ee       www.belbin.com       www.numeri.lv
Customer loyalty and balance statement
Customer loyalty and balance statement
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Customer loyalty and balance statement

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Mats Soomre presentation in Riga at conference "Progressive Accountancy Outsourcing – Today and Tomorrow"

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Customer loyalty and balance statement

  1. 1. Customer Loyalty and Balance StatementKnowing yourself, your team andyour customer – you always win ! Mats Soomre IMG Konsultant AS / IMG Koolitus / IMG Numeri partner, management trainer, consultant
  2. 2. Accounting Tax & legalTeam trainings
  3. 3. IMG Koolitus (Training)Management, leadership and team- working trainings BELBIN TEAM-ROLES Sales and customer relationship trainings PROMOTER INDEX
  4. 4. Observed behaviour … Reaction for new ideas 1. It can’t be done ! 2. It probably can be done, but it’s not worth doing !3. I knew it was a good idea all along! Arthur C. Clark
  5. 5. What is our goal?Profit is important but not enough! What about our customers?We expect customer loyalty but are measuring turnover, profit, ROI, market share and …
  6. 6. How to measure loyalty? There are TOO MANY customersatisfaction questionnaries … which our customers do not like!
  7. 7. Perfect service ??? Bain & Company/ Satmetrix 362 companys80% belived, that they deliver perfect service8% whos customers agreed that
  8. 8. How to measure loyalty? We do not trust advertising! We trust or friends! Trust drives sales! Now is time for Promoter Indexwith one and the most important question!
  9. 9. Promoter Index Ieteikšanas indekss balstās uz apstākli, ka tad, ja cilvēks kādu vai kaut ko iesaka saviem draugiem unpaziņām, viņš it kā uzņemas atbildību par ieteiktā kvalitāti.
  10. 10. Many problems solvedToo many questions in questionnaries Answers are not very specific Very long delay (1-2 x per year) Anonymous answersAverage numbers, average customers Difficult to understand outcome Too late to solve real problems
  11. 11. Most important question„How likely would you recommend us to your friend or colleague?“Additionally the customer is asked a simple question: „Why?” or „Please give the reason of your assessment“
  12. 12. Promoter IndexPromoter Index for ZZZ is 65%Is it good or average or bad? Minimum is -100% Maximum is +100% What do you think now? :o)
  13. 13. Promoter IndexPI% = Promoters % - Detractors % Min. = -100% Max. = +100%
  14. 14. www.recommy.comWeb based ready to use solution is in LATVIEŠU, Estonian, English and Russian.Feedback can be collected in English, Estonian, Finnish, German, Dutch, LATVIEŠU, Lithuanian, Russian, Spanish and Swedish
  15. 15. www.recommy.comWeb based ready to use solution is in LATVIAN, Estonian, English and Russian. Feedback can be collected in LATVIAN, Estonian, English and Russian German, English, Dutch,Russian, Spanish, Swedish, Latvian, Lithuanian, Estonian and Finnish
  16. 16. Ultimate GoalDo whatever you like to do as long as your customer is going to be your loyal promoter!THERE SHOULD BE PROMOTER INDEX IN EVERY BALANCE STATEMENT!
  17. 17. I wish you allSerenity to accept the things You cannot change,Courage to change the things You can and wisdom to know the difference! Reinhold Niebuhr
  18. 18. THANK YOU ! Mats Soomre mats@img.ee www.img.ee www.belbin.com www.numeri.lv

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