Beyond Philosophy Reveals How Maersk Line improved their Net Promoter Score by 40 points, through improving their Customer Experience

1. Case Study
Jesper Engelbrecht Thomsen,
Vice President Customer Service of Maersk Line
Colin Shaw, Founder & CEO
Beyond Philosophy
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2. Webinar Interface Review
1. Viewer Window 2. Control Panel
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3. Who are Beyond Philosophy?
Customer Experience is
Customer Experience is Thought leadership is our
We work globally with offices in
all we do.. Since 2002! differentiator
all we do! London and North America;
with partners in Africa & Asia.
We focus on the emotional ‘Secrets of a Successful Global Evidence based consulting
side of customer experience Customer Experience Program’ – & training
Palgrave MacMillan 2013
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4. We have helped some great organizations….
Brand leaders
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6. Jesper Engelbrecht Thomsen,
Vice President Customer Service of Maersk Line
What was the reason for the change?
What did you do?
How did Beyond Philosophy help?
What were the problems and the pitfalls you
encountered?
How do you manage it today?
What have been the results?
What advice would you give starting on a
similar path today?
Questions
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7. Emotional Signature®
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9. The Three Stroke Model
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10. Priority Order of the Attributes (Combined desirability and
current value) – Premium Consumers Desired by Customer Effect on Value
Top Ten
- 0 Relative Magnitude +
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11. Customer Experience
Statement
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12. Maersk Line Customer Experience Statement
- our goal for every customer experience
Trust
Be honest, set realistic expectations, follow-up on your commitments
Cared For
Know your customer, be proactive, be adaptable
Pleased
Take ownership, show enthusiasm, do a little bit extra
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15. Naive to Natural®
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19. Our next webinar…
The 7 Fundamentals of a Successful
Customer Experience Program
Thursday July 12 2012
8:00AM – 9.00AM PDT
11:00 AM – 12:00 PM EDT
4:00 – 5:00 PM BST
5:00 – 6:00 PM CEST
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20. Please complete the quick survey at the end of the webinar.
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