TRI*M Conference 2010

Transcription

1 Conference 2010

2 Conference 2010 The Centric Organisation A Prerequisite for the Future of Stakeholder Management Retaining customers through new ideas Knowledge Fair Corporate Reputation Management: Challenges and Answers beyond Research Leveraging Employee Engagement for Competitive Advantage: Current Trends and Future Topics

3 Centricity An everyday Challenge!

4 Which three measures are you taking especially in the area of Marketing & Communication in order to deal with the economic crisis? Retention of regular customers Strengthening of trust Acquisition of new customers Concentration on core activities Discovery of customer needs Intensification of customer dialogue Increase of distribution activities Increase of marketing efficiency Extension of market position Stronger bundling of individual activities Anti cyclical marketing 84% 82% 76% 75% 74% 73% 71% 68% 63% 51% 42% Source: Uniplan Live Trends 2009, all numbers in %, nmax = 339

5 Profitable Experience Management Growth Profitability Sustainability Voice of the Issues Critical to s Business Performance Management (Inside-out) Experience Management (Outside-In) Critical to Business Business Issues Voice of the Business Outside-in Thinking

6 Mystery Shopping / Calling Lost s Win-Back Strategies The Roadmap to Integrated Stakeholder Experience Management Employee Experience Management Process Management Experience Management Merger & Acquisition Communication Check Flashlight Pulse Exit Interviews Employee Engagement 360 -Feedback Internal Service Quality - Centric Strategy Suppliers & Distributors Retention Touch Point Analysis Potential Employees Government NGO s Corporate Reputation Management in all relevant Stakeholder Groups Media Investors Analysts Potential s

7 Our scope of Benchmarks A Systematic Benchmarking Process leads to our unrivalled Benchmarking Database Retention Employee Commitment Corporate Reputation Consumer Internal Service Quality 18 regions 20 industries 12.5 mio. 16 regions 6 industries 4.6 mio. 10 target groups 6 industries 1.2 mio. 8 categories 5 user types 0.5 mio. 12 divisions 0.3 mio.

8 The Benchmarking Database Understanding Retention from a Local and Global perspective Retention 18 regions 20 industries 12.5 mio. Regions Larger Regions: World, North America, Latin America, Asia (incl. Japan/Korea), Pacific, Middle East, Africa/South Africa, Europe Europe: Northern Europe, Baltic States, Western Europe, Germany, Central Europe, Southern Europe Asia: India Subcontinent, Greater China, South East Asia, Japan/Korea Industries Automotive Finance (Insurances, Credit Cards) Health Care IPS (Manufacturing Industry, Service Provider, Utilities) Information Technology Media Public Authorities Retailer and Wholesaler Telecommunication (Mobile Services, Fixed Lines) Internet Services Trade / Distribution (CPG/FMCG products) Travel and Leisure

9 Retention

10 Sirkka Paronen Research Director TNS Gallup t: (09) m: Heidi Niva Senior Consultant TNS Gallup t: (09) m: Arto Svensk Research Director TNS Gallup t: (09) m: