This document discusses how engaged employees can create enthusiastic customers. It argues that giving employees trust and autonomy to make decisions that benefit customers is important. When companies empower employees to solve customer problems, it leads to higher customer satisfaction and loyalty. Trust between management and employees is key, as it creates meaning, recognition and motivation for employees.

1. Hvorfor engagerede medarbejdere
skaber begejstrede kunder
Oktober 2012
Ole Kassow
Tuesday, October 30, 12

2. Prisen for mistillid
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3. Faktisk
Oktober November December Forskel 3 mdr årligt tab
3,225 2,279 594 -10,304 -30,682
3,114 4,299 1,666 5,590 -39
182 0 0 -475 -2,479
2,367 5,410 5,660 4,940 11,177
1,927 337 632 606 3,957
10,815 12,325 8,552
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4. Tuesday, October 30, 12

5. Tuesday, October 30, 12

6. Tuesday, October 30, 12

7. Tuesday, October 30, 12

8. På en skala fra 0-10 hvad er
sandsynligheden for, at du vil anbefale os
til en ven eller kollega? Svar: 10
Bruger i 6 måneder.
Har anbefalet til over 30 mennesker.
Mark
4 eller flere er blevet brugere
På en skala fra 0-10 hvad er
sandsynligheden for, at du vil anbefale os
til en ven eller kollega? Svar: 10
Bruger i 1 måned.
Signe Har anbefalet til over 20 mennesker.
3 eller flere er blevet brugere.
Tuesday, October 30, 12

9. På en skala fra 0-10 hvad er sandsynligheden for, at
du vil anbefale os til en ven eller kollega?
Detractors (bagvaskere) Passives Promoters
(fans)
0 1 2 3 4 5 6 7 8 9 10
Net Promoter Score = % promoters - % detractors Source: Bain & Company
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11. Tuesday, October 30, 12

12. fflink.dk
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13. Zane’s Cycles
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14. Open Arms - Hotel Skt. Petri
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15. Tuesday, October 30, 12

16. Tuesday, October 30, 12

17. OPRØR
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19. Tuesday, October 30, 12

20. Hensigt: Giv medarbejderne
lov til at gøre det rigtige for
kunderne.
Væk med “do’s” and “don’ts”
Wegmans besluttede, at
ingen kunde måtte forlade
butikken utilfreds
37.000 medarbejdere
Omsætning: 22 mia. kr.
Medarbejderchurn: 7% (19%)
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21. Tuesday, October 30, 12

22. Tuesday, October 30, 12

23. Formlen for tillid
(T + P + I)
= Tillid
S
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24. Tuesday, October 30, 12

25. Skaber
Mening inspiration
Skaber
Anerkendelse loyalitet
Skaber
Penge grund-
motivation
Tuesday, October 30, 12

26. Chip Conley
Tuesday, October 30, 12