A presentation about how to overcome the Corporate disconnect and engage customers and create raving fans...

1. LeaderLab /
Unlock your
customers and
create raving fans!
12-13 Oktober, 2011
Sofus Midtgaard,
Managing Partner LeaderLab & Rebuild21

2. LEADERLAB
2011
A LEADING SCANDINAVIAN INNOVATION &
LEADERSHIP NETWORK
We unite leaders to rebuild leadership,
business and organizations for the 21st
century.

3. Next years conference: June 12 & 13 2012
L LEADERLAB

4. Hvordan kan virksomheder øge kundefokus,
loyalitet og innovation ved at åbne op og involvere
medarbejdere, kunder og partnere i deres
kerneprocesser og hvilke krav stiller det til
fremtidens virksomhed.

5. A bit of history...

6. Who knows this guy?

7. In the old days we had to
shout out the message…

8. ...the primary way to
influence consumers was
to buy TV, Radio or Print
advertising...

9. ...them theese guys
came along...

10. ...and this guy...

11. ...and today brands are
hiring Chief Listening
Officers...

12. The corporate disconnect...

13. 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

17. http://www.flickr.com/photos/7752651@N05/3298941756

18. How to create raving fans...

23. Starbucks has recieved
more than 80.000 ideas
for business innovation
from customers
MyStarbucksIdea.com 2010
http://www.flickr.com/photos/rudelovers/65007512/

26. http://www.portlandsentinel.com/mississippidistrict?page=4

27. Communication
R&D /Product
Development Marketing
Costumer Sales
Service

28. Net Promoter Score (NPS)
- the one measure to rule them all

30. På en skala fra 0-10 hvad er sandsynligheden for,
at du vil anbefale os til en ven eller kollega?
Detractors Passives Promoters
0 1 2 3 4 5 6 7 8 9 10
Net Promoter Score = % promoters - % detractors Source: Bain & Company

32. Thank you for
your time and
participation
21. september, 2011
Sofus Midtgaard,
Managing Partner LeaderLab & Rebuild21
Email: sofus@leaderlab
Web: www.leaderlab.com eller www.rebuild21.org
Twitter: @sofus