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Keynote "Raving Fans" - Social Friday

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Keynote "Raving Fans" - Social Friday

  1. 1. Raving fans
  2. 2. PASSION
  3. 3. Performance Solutions experience klanten service beleving klantbeleving serviceconcepten klantgerichtheid training workshop concept voorbeelden retail automotive horeca zorg
  4. 4. Company Confidential © 2011 Nokia
  5. 5. 10 Company Confidential © 2011 Nokia
  6. 6. 11 Company Confidential © 2011 Nokia
  7. 7. Awards Citizen M Xperience concept, guide and implementation
  8. 8. Wat verbindt deze merken?
  9. 9. 24 Company Confidential © 2009 Nokia V1 - CREATE training
  10. 10. ...nekned eZ !mosredna...
  11. 11. Ze denken... ...andersom!
  12. 12. 30 Company Confidential © 2009 Nikon V1 - CREATE training
  13. 13. “I love Virgin Airlines. I wouldn’t fly any other airline.” “I just loooove Starbucks.” “I really love my new iPad.”
  14. 14. Company Confidential © 2009 Nokia V1 - CREATE training
  15. 15. James Autry in Love and Profit: Loyalty is largely a matter of love Company Confidential © 2009 Nokia V1 - CREATE training
  16. 16. Tevreden klanten = NIET GENOEG....
  17. 17. Pyramide van klantbeleving Xp visie/ Creërt Gewenste Raving Fans ‘verrassing’ & identiteit loyaliteit Verwachtingen Verwachtingen overtreffen overtreffen Voorkomt Tevreden Verwachtingen waarmaken klachten klanten en verlies van klanten Standaarden & procedures
  18. 18. The Best Way to Get Love is to Give Love
  19. 19. You don’t start loving your partner after he/she asks for a divorce...
  20. 20. It’s the customer experience that drives loyalty most
  21. 21. Evangelist Loyalist Active recommendation Mercenar Hostage Defector Terrorist Share of heart
  22. 22. Raving Fan Loyalist Active recommendation Mercenar Hostage Defector Terrorist Share of heart
  23. 23. Key Touchpoints mapped to the Consumer Journey Need Discovery/ Research Decide Where to from? re- Visit purchase store/ website Consumer Journey Engage Salesperson Out-of Box Contact Buy Network Operator Trigger for re-purchase Contact Set-up Resolve Manufacturer Use Problem Experience Problems Traditional Direct Advertising Marketing Written Reviews Sponsorships Repair Retail Network Other Channel Customer Centre Packaging Services Call websites Manual Care Centre Retail Accessories Information Company Salesperson QuickStart Leaflets Website Guide Handset Consumer Touchpoints
  24. 24. Meten = weten
  25. 25. Mystery visits Ik word binnen 30 seconden begroet De medewerker gebruikt mijn naam De medewerker wenst mij een prettige reis Etc.
  26. 26. Xperience Scan 0-10 punten In hoeverre voel ik me echt welkom? In hoeverre staan de medewerkers echt klaar voor mij? In hoeverre ervaar ik passie bij de medewerkers? (vinden ze het echt leuk mij te helpen) In hoeverre beveel ik deze .... aan mijn vrienden en collega’s aan?
  27. 27. #psheartbeat andrewiringa

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