SKOV A/S Dealer Insights Dealer days

Transcription

1 SKOV A/S Dealer Insights Dealer days

2 CONTENT OF THIS PRESENTATION INTRODUCTION AND MINDSET THE OVERALL CUSTOMER EXPERIENCE SKOV COMPARED TO COMPETITORS DRIVERS OF EXPERIENCE Page 2

3 It s all about standing out from the competition Don't forget that you, your product or service is not differentiated until the customer understands the difference ~ Tom Peters Author of In Search of Excellence Page 3

4 Truly understanding customers means we must uncover ALSO the emotional customer experiences Rational experiences Emotional experiences Page 4

5 CONTENT OF THIS PRESENTATION INTRODUCTION AND MINDSET THE OVERALL CUSTOMER EXPERIENCE SKOV COMPARED TO COMPETITORS DRIVERS OF EXPERIENCE Page 5

6 DATA COLLECTION Data collection: Data is collected via online web interviews in the period from September 18 th until October 4 th Target group: The primary target group to participate in the survey is Dealers globally that are to participate on Dealer Days in November Customer contact lists has been provided by SKOV A/S Questionnaire was send to 100 dealers 71 dealers responded on the questionnaire. This gives a response rate on 71% Page 6

7 OVERALL EXPERIENCE AND LOYALTY Loyalty matrix and index Page 7

8 ATTRACTIVENESS OVERALL EXPERIENCE At risk Loyal Ambassador Shopping around At risk Loyal Lost Shopping around At risk RELATIONSHIP STRENGTH Page 8

9 ATTRACTIVENESS OVERALL EXPERIENCE High level on overall dealer experience TOTAL BENCHMARK Experience Index 80 3% 25% 45% Strong: +70 3% 14% 8% Average: % 0% 1% RELATIONSHIP STRENGTH n = 71 Weak: Below 60 Page 9

10 OVERALL EXPERIENCE IN REGIONS TOTAL OCEANIA NORTH n = 2 AMERICA EUROPE ASIA LATAM MENA Experience Index 80 Experience Index 100 Experience Index 88 Experience Index 82 Experience Index 77 Experience Index 75 Experience Index 60 n = 71 n = 3 n = 2 n = 44 n = 15 n = 2 n = 5 Mature markets Growth markets Page 10

11 REASONS FOR RECOMMENDING SKOV High quality equipment. SKOV system guarantees the customer best results because the controller takes into consideration all critical factors to ensure optimum conditions conducive to animal growth. Innovation of the products. Complete product range for farm management. Professional approach and support to dealers/customers. When something goes wrong, we are not left behind. Great employees that understand the business they are in. Reliable products with a good service. Page 11

12 CONTENT OF THIS PRESENTATION INTRODUCTION AND MINDSET THE OVERALL CUSTOMER EXPERIENCE SKOV COMPARED TO COMPETITORS DRIVERS OF EXPERIENCE Page 12

13 SKOV COMPARED TO COMPETITORS How would you rate SKOV in comparison with (preferred competitor) with regards to: Range of products in climate and farm management solutions Products being easy to sell Sales support Ordering Delivery Project management and support Commissioning Training support for us as distributors Training support for our end customers Possibility for selling service solutions for our customers Long term value for money Customer driven innovation Page 13

14 COMPARED TO COMPETITORS SKOV performs significant higher than key competitors on all areas except Products being easy to sell, where they are rated on same level. Bringing products and solutions to work by training support for distributors and end-customers are particular drivers for outperforming their key competitors. How would you rate SKOV in comparison with [main competitor] with regards to: Farvekoder Color codes i in indeks index: SKOV is better than main competitor SKOV is better than key competitor Same level 0-39 Key competitor is better than SKOV Same level 0-39 Main competitor is better than SKOV Range of products in climate and farm management solutions Products being easy to sell Sales support Ordering Delivery Project management and support Commissioning Training support for us as distributors Training support for our end customers Possibility for selling service solutions for our customers Long term value for money Customer driven innovation Page 14

15 CONTENT OF THIS PRESENTATION INTRODUCTION AND MINDSET THE OVERALL CUSTOMER EXPERIENCE SKOV COMPARED TO COMPETITORS DRIVERS OF EXPERIENCE Page 15

16 DRIVERS OF CUSTOMER EXPERIENCE Emotions Quality Availability Innovation Responsiveness Business relationship Page 16

17 TOP/BOTTOM Dealers are being proud of selling SKOV products and solutions but local support is rated low Top performance areas reflect dealers being proud of selling SKOV products and solutions Low performance reflect areas related to more local understanding for selling SKOV products and solutions TOP 5 BOTTOM SKOV is a global expert on climate and farm management solutions We recommend SKOV climate and farm management solutions as the best choice to our customers I feel comfortable about selling SKOV products and solutions The quality of climate and farm management solutions from SKOV is best in the market SKOV climate and farm management solutions help me support our end customers' business Innovation process at SKOV is fast and responds to market needs The controllers and Farm Online are easy to use for the end customer SKOV products and solutions give opportunity to earn good margins SKOV provides good financial solutions to the end customers SKOV has a good understanding of the local markets Page 17

18 ATTRACTIVENESS IMPRIVING OVERALL EXPERIENCE - Statistical analysis At risk Loyal Ambassador Shopping around At risk Loyal Lost Shopping around At risk RELATIONSHIP STRENGTH Page 18

19 TOP SIX DRIVERS OF DEALER EXPERIENCE - Based on statistical analytics Feeling inspired HIGH PERFORMANCE MAINTAIN AND FURTHER DEVELOP High quality Products and solutions Supporting dealers businesses Support from SKOV to deliver support and after sales service The controllers and Farm Online are easy to use for the end customer Good local understanding MEDIUM PERFORMANCE IMPROVE LOW PERFORMANCE IMPROVE TO BE ADDRESSED IN WORK SESSIONS Page 19

20 SKOV A/S Partnership for Growth Bringing insights into action First step on Dealers Days

21 Co-creation approach to structure work group assignments Introducing the theme Setting the situational context Ideation on what SKOV could do to improve Reflections on how Dealers can support improvement Considering GROWTH benefits for Dealers and for SKOV Work groups present highlights Dialoge on how to perceive the theme in the room Concretizing the situations where performance on theme is not excellent (2-3 situations) Including focus on: Collaboration Specific services Communication Products and solutions Including focus on: Collaboration Feedback Adjustments Including focus on: Selling in more of the sale solutions Selling in service packages Other commercial Key takes summed up in a 5 min. presentation Page 21

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23 Three prioritized themes to be addressed on co-creaton workshops 1 SKOV to obtain excellent local understanding 2 SKOV to ensure dealer support so dealers can deliver excellent after sales service to end-customers 3 SKOV to deliver products and solutions that are simple and easy to use Page 23