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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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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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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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.