Hoe doen we dat?

Field Metric NetherlandsReference FY10 NSAT target 127

Last NSAT measured (H1 FY10) 131Culture CPE Thermometer participation (overall FTE) 79%

CPE thermometer overall score / delta versus last survey / Regional ranking 166/+10CCI as measured in WW CPET 145Internal Communication Campaign (cf. Customer First) in place \\GetHelp utilisation ratio 15%

GRS Participation GRS response rates meet or exceed WE targets (H1 FY10) 89%

GRS sample met or exceeded Corp requirements (H1 FY10) 89%

EPG CPET score overall EPG / delta versus last survey 159EPG CPET participation ratio (FTE ONLY) 79%Data Quality Index (DQI) core Managed/Unmanaged 90% - 74%RMS Major (FY10 Target) 76RMS CAS 74Red Carpet StatusEPG Culture - CCI as measured in WW CPET 139

ECSS - Major Managed No of Accounts Particpating Q1- Q3 - major & Global 13ECSS Participation Ratio 92%Average Contacts per account H1 7FY09 NSAT Score 136Delta to FY10 Target 4FY10 Target 140FY10 Q1-Q3 Score - Major & Global 156

SMSP CPET score SMSP / delta versus last survey 170SMSP CPET participation ratio (FTE ONLY) 76%SMSP CPET COE plan created and executedGRS participationCOS with at least 20% of CPM, 100% CIAM and top TMPRed Carpet statusNMP plan executionSMB web and newsletters reach, relevanceSMSP Culture - CCI as measured in WW CPET 142

BMO/CMG / DPE CPET score BMO / delta versus last survey 168BMO CPET participation (FTE ONLY) 87%CPET COE plan created and executedMonthly Governance Forum to drive external communication strategy and executionIT Pro reach (percentage population / trend)Number of unique visitors to events this month / YOYEvery piece of communication validated from a CPE/customer perspective: clarity, respect, relevance..BMO Culture - CCI as measured in WW CPET 149

OEM CPET score OEM / delta versus last survey 168OEM CPET participation 80%100% AP and COS for global, named and selected SBRed Carpet statusOEM Culture - CCI as measured in WW CPET

C&O CPET score C&O / delta versus last survey 151C&O CPET participation (FTE ONLY) 69%C&O CPET COE plan created and executedC&O Culture - CCI as measured in WW CPET 128MS Answer usage rate: with MSN/Windows Live/CSS

Services CPET Score services 174CPET participation (FTE ONLY) 77%Premier Top Box / Variation from last month (colour shows VTB) 81% / -2MCS Top Box / Variation from last month (colour shows VTB) 77% / -1Partner Top Box / Variation from last month (colour shows VTB) 100% / 0Services Culture - CCI as measured in WW CPET 155

P2E Ruimte voor Groei

•Interne events •Commitment setting •Belonen gedrag •Leadership •Interne Communicatie •Support tools •Interne surveys •Compete Culture

Enthousiasme

Get the Basics Right & Correction of Error

‘9+ organisatie’ als differentiator: • Moments of Truth • Customer Journeys

(ZMET)

Delen van enthousiasme: • Extern én intern inspireren

en stimuleren • Bouwen van trots

De Superpromoter

De kenmerken

Zij zijn enthousiast

Zij delen hun enthousiasme

Zij hebben invloed

Waarom zijn zij belangrijk?

Groei Medewerker Motivatie Co-creatie

Superpromoters zijn ook kritisch!

Is een klacht niet belangrijk?

Een klacht is een geschenk!

Superpromoter blindheid

Waarom zijn we blind?

1. Focus op verbeteren 2. Enthousiaste klanten zijn toch loyaal 3. Focus op nieuwe klanten 4. Enthusiasm is naïef

Klachtafhandeling

Wat is anders in deze aanpak?

Flow van enthousiasme

Positieve energie motiveert

Weten wat het publiek aanspreekt

Co-creatie tussen band & publiek

Wat zijn de stappen?

Definieer & vind Luister & begrijp

Assisteer

De interne Flow van Enthousiasme!

Enthousiaste Back Office

Enthousiaste Front Office

Externe Superpromoter

In de lead met Superpromoters?

Board of Directors Board of Superpromoters

Eén TEAM!

Be a star!

een SP Support Plan

Wat het op?

204.831

Samengevat

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