Keynote about "Raving Fans" by Andre Wiringa during Social Friday - Performance Solutions - June 8th 2012

1. Raving fans

2. PASSION

3. Performance Solutions
experience
klanten
service
beleving
klantbeleving
serviceconcepten
klantgerichtheid
training
workshop
concept
voorbeelden
retail
automotive
horeca
zorg

9. Company Confidential © 2011 Nokia

10. 10 Company Confidential © 2011 Nokia

11. 11 Company Confidential © 2011 Nokia

14. Awards
Citizen M Xperience concept, guide and implementation

23. Wat verbindt deze merken?

24. 24 Company Confidential © 2009 Nokia V1 - CREATE training

25. ...nekned eZ
!mosredna...

26. Ze denken...
...andersom!

30. 30 Company Confidential © 2009 Nikon V1 - CREATE training

31. “I love Virgin Airlines. I wouldn’t fly any other airline.”
“I just loooove Starbucks.”
“I really love my new iPad.”

32. Company Confidential © 2009 Nokia V1 - CREATE training

34. James Autry in Love and Profit:
Loyalty is largely a matter of love
Company Confidential © 2009 Nokia V1 - CREATE training

35. Tevreden
klanten
= NIET GENOEG....

36. 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

38. The Best Way to Get
Love is to Give Love

39. You don’t start loving
your partner after he/she
asks for a divorce...

40. It’s the customer
experience that drives
loyalty most

41. Evangelist
Loyalist
Active recommendation
Mercenar
Hostage
Defector
Terrorist
Share of heart

42. Raving Fan
Loyalist
Active recommendation
Mercenar
Hostage
Defector
Terrorist
Share of heart

47. 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

48. Meten = weten

49. Mystery visits
Ik word binnen 30 seconden begroet
De medewerker gebruikt mijn naam
De medewerker wenst mij een prettige reis
Etc.

50. 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?

52. #psheartbeat
andrewiringa