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WOW Customer Experience

WOW Customer Experience

What is that extra thing that companies like LEGO, Apple, Zappos, Whole Foods and Starbucks has? Ever wondered why some just stand out? We have gathered some inspiration on WOW Customer Experience before next weeks Leadership Academy session on WOW Customer Experience

Start with the “Why?”!

In his very famous TEDx video Simon Sinek presents a simple but powerful model for how great companies and leaders inspire action, starting with a golden circle and the question “Why?” This video highlights the power of truly exceptional companies and how they communicate:


WOW Customer Experience at LEGO

This week LEGO made headlines on their Customer Experience after an awesome response to a 7 year old boy who lost his Ninjago Figure. Read and learn how to WOW a 7 year old boy here.

Conny Kalcher, Vice President for Customer Experience visited the Leadership Network in 2010 and Rebuild21 in 2011 to share how LEGO works with Customer Experience. A very systematic approach to working with Customer Experience and Engaging Consumers. Great inspiration:

Co-creation – How to build raving fans, Conny Kalcher, LEGO from Rebuild21 on Vimeo.

Measuring Customer Satisfaction: Net Promoter Score

There are many ways to measure Customer Satisfaction. And often the number of measures and questions you wish to ask customers grow out of proportion. This made Frederick F. Reichheld develop The Net promoter Score (NPS) – a very simple and very popular method.

LEGO has together with Apple and many other global brands integrated Net Promoters Score (NPS), as a core component in measuring customer experience. Net Promoters Score is a very simple principle/score where costumers on a scale from 0-10 are asked: Would you recommend this product to a friend or a person you know? Customers answering 9-10 are promoter. Customers answering 7-8 are passives. And customers answering 0-6 are detractors.

The Net Promoters Score: NPS = % of promoters – % of detractors

Net Promoters Score is as seen a very simple but also very powerful measure. It is very much aligned with research about how people make decisions about buying products, as seen from the Forrester survey mentioned above. Read more about Net Promoters Score here.

Watch Bain & Company’s Rob Markey explain and reflect on NPS:


How to work with Customer Experience in your company?

One thing is how to measure Customer Satisfaction. Another is how to improve it. Some companies works with Customer Flow Charts, Touch Point Analysis or Patient Journeys.

To get you inspired and started thinking we share a Scorecard we have developed for the Leadership Academy – a tailor-made simple Customer Experience Scorecard for the ‘consumer electronics category’. Below we have scored Apple:

WOW Customer Experience Scorecard Apple

Some would argue that price should not be part of the diagram as one aligned dimension but should be a separate factor. But we have kept it for simplicity. But keep in mind that where the score on the rest of the dimensions should be based on a backed or assumed customer experience – price should be scored based on an industry/category/product benchmark of de-facto prices.

Do you agree with our score of Apple or do you have feedback on the dimensions? The “Brand / Philosophy /Lifestyle” dimension is what Simon Sinek Refers to as the “Why?”.

-> No one fit’s all: Reflect upon the most critical parameters that shape your Customers Experience today. If you work for a big organisation with many products lines, choose a category or select a specific product and target audience.


Leadership Academy & Network Session on Customer Experience

Leadership Academy & Network Session on Customer Experience

We host a Leadership Academy & Leadership Network session on WOW Customer Experience, January 17, 2013. For more inspiration on WOW Customer Experience we have gathered some inspiration and videos here: WOW Customer Experience

The aim of the day
The aim of the day is that participants will produce a company specific Customer Experience Scorecard, score their company and made an Action Plan on how to improve Customer Experience in their organisation.

We will provide inspiration, tools and support. Ole Kassow Partner in Purpose will share great Customer Experience Cases and stay to support participants during the day and Richard Kelly, Managing Director, IDEO Asia will join us on Skype and share global/Asian perspectives on Customer Experience.

The Agenda

09.00-09.25 Welcome, Sofus Midgaard, Leaderlab
09.30-10.30 WOW Customer Experience: Ole Kassow, Purpose
10.30-10.45 Break
10.45-12.15 Design your Customer Experience Scorecard
12.15-13.00 Lunch
13.00-13.30 Score your company on Customer Experience
13.30-14.00 Present & get feedback
14.00-14.15 Break
14.15-14.45 Make action plan
14.45-15.45 Presentation & feedback
15.45-16.00 Wrap-up and next time
16.00-17.00 Richard Kelly, IDEO, Shanghai (Skype): WOW Customer experience Asian style

IDEO & Richard Kelly

IDEO is an award-winning global design firm that takes a human-centered, design-based approach to helping organizations in the public and private sectors innovate and grow. IDEO have been a part of Rebuild21 in 2011 and 2012. If interested you can watch Richard Kellys Rebuild21 talk on Banks of the Future. If interested in how IDEO works here is a video that might give you an impression.



Whole Foods joins The Leadership Network & Academy November 8

Whole Foods shares perspectives on Social Business and creating a Social Organisation

On November 8, Bill Tolany, Senior Director, Marketing & Integrated Media at Whole Foods Market joins the Leadership Network & Academy via Skype to share insights on Social Business & Creating Social Organisations.

Bill will share a bit of the Whole Foods company history from start-up to #1 in organic foods and turn to topics like:

  • How Whole Foods have managed to create a movement
  • The power of a strong purpose/intent
  • How to maintain a strong community feeling when growing
  • How Whole Foods work with creating a transparent, sharing and collaborating organisation

Bill Tolany attended this years Rebuild21 conference May 31 and gave a talk on Building a Yogurt Culture:

We look forward to a follow-up on this talk and get an in-depth conversation on the opportunities and challenges of creating Social Organisations.

The Leadership Academy 2012/2013 is fully booked and closed for enrolment. But you can get on the waiting list for 2013/2014 or apply for membership of the Leadership Network if interested.


21st Century Leadership

What’s the higher purpose of your organisation?

Key to successful 21st Century Leadership is the ability to engage customers, employees and partners. And nothing is more engaging than a higher purpose. Surely companies are for profit. But as a leader you need to move beyond profit to engage and motivate.

From last months Leadership Academy session on 21st Century Leadership we have gathered some inspiration on how to: rethink capitalism, lead with purpose, implement democratic leadership and organise in radical new ways.

John Mackey from Whole Foods on the importance of a higher purpose:


Umair Haque, Author and Blogger HBR on Constructive Capitalism:

For more inspiration from Umair Haque watch this talk/interview from this years Rebuild21 Conference


Terri Kelly, W.L. Gore on a different Management Model – interview with Garry Hamel


Paul Green, Morning Star: Self-Management

We had a great Leadership Academy session with Paul Green on October 4 – unfortunately we did not record it, but here is a video where he shares The Morning Star vision about Democratic Leadership.

Leadership Academy

The Leadership Academy 2012/2013 is fully booked and closed for enrolment. But you can get on the waiting list for 2013/2014 or apply for membership of the Leadership Network if interested.

Next Leadership Network & Academy session is November 8, 2012 where Whole Foods will share perspectives on Social Business & The Social Organisation.

Whole Foods

If interested apply for membership of the Leadership Network.

Rethinking Business for the 21st Century - want to join?