How Maersk Line improved their Net Promoter Score by 40 points | Beyond Philosophy
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Transcript of How Maersk Line improved their Net Promoter Score by 40 points | Beyond Philosophy
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Case Study
Jesper Engelbrecht Thomsen,
Vice President Customer Service of Maersk Line
Colin Shaw, Founder & CEO
Beyond Philosophy
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Webinar Interface Review
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1. Viewer Window 2. Control Panel
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Who are Beyond Philosophy?
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We work globally with offices in
London and North America;
with partners in Africa & Asia.
Customer Experience is
all we do!
Customer Experience is
all we do.. Since 2002!
Thought leadership is our
differentiator
Evidence based consulting
& training We focus on the emotional
side of customer experience ‘Secrets of a Successful Global
Customer Experience Program’ –
Palgrave MacMillan 2013
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We have helped some great organizations….
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Brand leaders
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5 Beyond Philosophy © All rights reserved. 2001-2010
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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
6 Beyond Philosophy © All rights reserved. 2001-2010
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Emotional Signature®
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The Three Stroke Model
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Priority Order of the Attributes (Combined desirability and current value) – Premium Consumers
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To
p T
en
Relative Magnitude 0 + -
Desired by Customer Effect on Value
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Customer Experience
Statement
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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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13 © Beyond Philosophy. 2001-2011 All rights reserved
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14 © Beyond Philosophy. 2001-2011 All rights reserved
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Naive to Natural®
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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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Please complete the quick survey at the end of the webinar.