VoiceoftheConsumer · 1" Voice"of"the"Consumer" De"stem"van"de"klant"integrereninde"...
Transcript of VoiceoftheConsumer · 1" Voice"of"the"Consumer" De"stem"van"de"klant"integrereninde"...
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Voice of the Consumer De stem van de klant integreren in de totale productlevenscyclus
Caroline Besuijen & Lenieke Evers Gouden Oor award 2015
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Philips Consumer Care
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LOW EFFORT
We deliver the most efficient and care free service experience
SPEED
We deliver our service in the fastest way possible
HUMAN APPROACH We deliver our service in a
personal way, from human to human
YOUR WAY
You are in control; you can choose the way you want to
receive service
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SaKsfacKon is not enough….
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“ Always ask oneself: Couldn’t this be different? Couldn’t this be beRer?
” Anton Philips
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Voice of the Consumer
R&D Markt
R&D
Markt
Silo’s
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Voice of the Consumer
R&D Markt
R&D
Markt
Silo’s
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22% NPS
22% Promoters
78% Passives
Luisteren
Gehoord
Serieus
Aandacht
Fijn
PosiNef
Verbeteren
Gesprek
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