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Purpose & Wow customer experience

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Purpose & Wow customer experience

  1. 1. WOW Customer Experience Post Danmark + Alm. Brand January 31, 9.00-18.00 Sofus Midtgaard, Managing Partner, Leaderlab + Rebuild21 sofus@leaderlab.com
  2. 2. Agenda • What business are you in? What is your higher purpose? • WOW Customer Experience • Cases of WOW: Zappos, Apple, Whole Foods, Call Me… • Reflections about the “Insurance Business” (DK) • Customer Experience Scorecard for Insurance Companies (DK) • Discussion
  3. 3. Mere om MidtLink Ole Kassow, Partner, Purpose ole@purpose.dk
  4. 4. Respect to the following for inspiration • Ole Kassow, Partner, Purpose Makers • Matthew Guiste, Director, Global Brand Loyalty at Starbucks • Bill Tolany, Senior Director, Marketing & Integrated Media at Whole Foods Market • Hanne Lindblad, CEO, Call Me
  5. 5. What business are you in? - What is your higher Purpose?
  6. 6. What business are you in? - What is your higher Purpose?
  7. 7. People don’t buy what, they buy why! - Simon Sinek Video
  8. 8. Apple...
  9. 9. WOW  Customer  Experience  Scorecard:   Consumer  Electronics  (case  Apple) Brand#/#Philosophy#/#Lifestyle# 100%# 90%# Price# Buying#experience# 80%# 70%# 60%# 50%# 40%# Sustainability#&#ethics# 30%# AesteDcs#&#Design# 20%# 10%# 0%# Serie Compability#&#open#standards# PersonalisaDon#/#customizable#product# Customer#service# Convenience#&#ease#of#use### Reliability#&#long#term#value#
  10. 10. WOW Customer Experience - Why it is important?
  11. 11. Paid Owned Earned Print, Television, Radio, Brochure, retail stores, Magazines, Cinema, Word of mouth, company website, Outdoor, Banners, Facebook, Google+ Microsite, community, Direct mail, SEM/Paid Twitter, Digg, Youtube, Facebook Fanpage, Search, in-store media Flickr, blogs, forums Mobile apps etc. Strangers Customers Fans
  12. 12. Reality Happiness = Expectations
  13. 13. LEGO story...
  14. 14. Luka lost his Ninjago figure
  15. 15. Luka’s letter to LEGO Hello. My name is Luka Apps and I am seven years old. With all my money I got for Christmas I bought the Ninjago kit of the Ultrasonic Raider. The number is 9449. It is really good. My Daddy just took me to Sainsburys and told me to leave the people at home but I took them and I lost Jay ZX at the shop as it fell out of my coat. I am really upset I have lost him. Daddy said to send you a email to see if you will send me another one. I promise I won't take him to the shop again if you can. – Luka
  16. 16. LEGO response to Luka Luka, I told Sensei Wu that losing your Jay minifigure was purely an accident and that you would never ever ever let it happen ever again. He told me to tell you, "Luka, your father seems like a very wise man. You must always protect your Ninjago minifigures like the dragons protect the Weapons of Spinjitzu!" Sensei Wu also told me it was okay if I sent you a new Jay and told me it would be okay if I included something extra for you because anyone that saves their Christmas money to buy the Ultrasonic Raider must be a really big Ninjago fan. So, I hope you enjoy your Jay minifigure with all his weapons. You will actually have the only Jay minifigure that combines 3 different Jays into one! I am also going to send you a bad guy for him to fight! Just remember, what Sensei Wu said: keep your minifigures protected like the Weapons of Spinjitzu! And of course, always listen to your dad.
  17. 17. A Story of the New World… LEGO meets Minecraft...
  18. 18. 0 NPS = Net Promoter Score
  19. 19. Cases on WOW Customer Experience
  20. 20. Zappos...
  21. 21. South West Airlines...
  22. 22. http://youtu.be/RmprvK-p7wc http://youtu.be/RmprvK-p7wc
  23. 23. Whole Foods
  24. 24. Starbucks
  25. 25. 100 Days of Politeness
  26. 26. Call Me
  27. 27. Kundeoplevelse i “forsikringsbranchen” (In Danish Sorry)
  28. 28. Customer  Experience  Scorecard:   Forsikringsbranchen  -­‐  et  meget  hur@gt  bud... Purpose/Profil/Brand# 100%# 90%# Overskuelige#produkt#portefølje#og#klar# Pris# 80%# kommunikaEon# 70%# 60%# 50%# 40%# Kundeservice#og#fysiske#rammer#ved# Nemt#at#sammensæHe#produkt#der# fremmøde# 30%# passer#/Customizable#product# 20%# 10%# 0%# Serie1# Klare#dækningbeskrivelser#og# Kundeservice#O#telefon# transparens# HurEg#skadebehandling#og#udbetaling# God#online#selfOservice/brugervenlighed# Nemt#at#anmelde#skade#
  29. 29. Rebuild21 May 22-23 2013, Copenhagen Organising for the Future + New Nordic Leadership Organizing for the future & New Nordic Leadership
  30. 30. Sofus Midtgaard Managing Partner, Leaderlab Mobile: +45 30 220 111 Email: sofus@leaderlab.com Thank you... BAGGRUND Gennem mit arbejde og netværk Jeg har en MBA og er vant til at ofte på nøglepersoner fra har jeg betragtelig indsigt i de tilrettelægge og drive processer Starbucks, Wholefoods, IDEO og Jeg har 10 års erfaring som strategiske, forretningsmæssige og skabe resultater i både små og LEGO. Udviklings- og Strategichef i DR og organisatoriske udfordringer store ofte politiske og har de sidste fem år arbejdet virksomhedsledere står overfor organisationer. tæt sammen med ledere i med digitaliseringen, virksomheder som LEGO, Novo globaliseringen og omlægningen Herudover har jeg gennem Nordisk, Mærsk, Egmont, mere bæredygtig produktion/ Leaderlab og etableringen af Grundfos, Novozymes og TDC. ressource økonomi. konferencen Rebuild21 et stort internationalt netværk og trækker

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