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WOW Customer Experience Post Danmark + Alm. BrandJanuary 31, 9.00-18.00
Sofus Midtgaard, Managing Partner, Leaderlab + [email protected]
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
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
What business are you in?- What is your higher Purpose?
What business are you in?- What is your higher Purpose?
People don’t buy what, they buy why!
- Simon Sinek Video
Apple...
WOW Customer Experience Scorecard: Consumer Electronics (case Apple)
0%#
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100%#Brand#/#Philosophy#/#Lifestyle#
Buying#experience#
AesteDcs#&#Design#
PersonalisaDon#/#customizable#product#
Convenience#&#ease#of#use###
Reliability#&#long#term#value#
Customer#service#
Compability#&#open#standards#
Sustainability#&#ethics#
Price#
Serie1#
WOW Customer Experience- Why it is important?
Paid Owned Earned
Print, Television, Radio, Magazines, Cinema, Outdoor, Banners, Direct mail, SEM/Paid Search, in-store media
Brochure, retail stores, company website, Microsite, community, Facebook Fanpage, Mobile apps etc.
Word of mouth, Facebook, Google+ Twitter, Digg, Youtube, Flickr, blogs, forums
Strangers Customers Fans
Happiness = Reality
Expectations
LEGO story...
Luka lost his Ninjago figure
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
Luka’s letter to LEGO
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.
LEGO response to Luka
A Story of the New World…
LEGO meets Minecraft...
0
NPS = Net Promoter Score
Cases on WOW Customer Experience
Zappos...
South West Airlines...
http://youtu.be/RmprvK-p7wchttp://youtu.be/RmprvK-p7wc
Whole Foods
Starbucks
100 Days of Politeness
Call Me
Kundeoplevelse i “forsikringsbranchen”
(In Danish Sorry)
Customer Experience Scorecard: Forsikringsbranchen -‐ et meget hur@gt bud...
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Purpose/Profil/Brand#
Overskuelige#produkt#portefølje#og#klar#
kommunikaEon#
Nemt#at#sammensæHe#produkt#der#
passer#/Customizable#product#
Klare#dækningbeskrivelser#og#
transparens#
God#online#selfOservice/brugervenlighed#
Nemt#at#anmelde#skade#
HurEg#skadebehandling#og#udbetaling#
Kundeservice#O#telefon#
Kundeservice#og#fysiske#rammer#ved#
fremmøde#
Pris#
Serie1#
Organizing for the future & New Nordic Leadership
Rebuild21May 22-23 2013, Copenhagen
Organising for the Future + New Nordic Leadership
BAGGRUNDJeg har 10 års erfaring som Udviklings- og Strategichef i DR og har de sidste fem år arbejdet tæt sammen med ledere i virksomheder som LEGO, Novo Nordisk, Mærsk, Egmont, Grundfos, Novozymes og TDC.
Gennem mit arbejde og netværk har jeg betragtelig indsigt i de strategiske, forretningsmæssige og organisatoriske udfordringer virksomhedsledere står overfor med digitaliseringen, globaliseringen og omlægningen mere bæredygtig produktion/ressource økonomi.
Jeg har en MBA og er vant til at tilrettelægge og drive processer og skabe resultater i både små og store ofte ‘politiske’ organisationer.
Herudover har jeg gennem Leaderlab og etableringen af konferencen Rebuild21 et stort internationalt netværk og trækker
ofte på nøglepersoner fra Starbucks, Wholefoods, IDEO og LEGO.
Sofus MidtgaardManaging Partner, Leaderlab
Mobile: +45 30 220 111Email: [email protected]
Thank you...
