November 2012Ole Kassow, Purpose Makers

Er I på tynd is?

Thursday, November 29, 12

Thursday, November 29, 12

(T + P + I)S

Social kapitalTillid

Velvilje

Thursday, November 29, 12

PrisKvalitet

FeaturesService

Thursday, November 29, 12

Pris

Thursday, November 29, 12

Thursday, November 29, 12

Promotion

Thursday, November 29, 12

Frygt

Thursday, November 29, 12

Konklusion:Manipulation virker!

Men...

Thursday, November 29, 12

Prisen for mistillid

Thursday, November 29, 12

Oktober3,2253,114

1822,3671,927

10,815

November2,2794,299

05,410

33712,325

December594

1,6660

5,660632

8,552

Forskel 3 mdr-10,304

5,590-475

4,940606

Faktiskårligt tab-30,682

-39-2,47911,1773,957

Thursday, November 29, 12

Thursday, November 29, 12

Thursday, November 29, 12

Thursday, November 29, 12

Thursday, November 29, 12

OPRØR

Thursday, November 29, 12

Thursday, November 29, 12

Thursday, November 29, 12

Thursday, November 29, 12

Thursday, November 29, 12

1 2 3 4 5 60 7 8 9 10

Detractors (bagvaskere) Passives Promoters(fans)

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

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

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 medarbejdereOmsætning: 22 mia. kr.

Medarbejderchurn: 7% (19%)

Thursday, November 29, 12