customer experiences with soul - sustainable cosmetics keynote

Customer Experiences with Soul

Simon Robinson Holonomics Education

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We define sustainability as the quality of our relationships.

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© Holonomics Educação 2016

80% Companies believe

they provide a superior experience

!

8% Companies whose customers agree

The Customer Experience Gap

Source: Bain and Company, 2005

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• 91% of marketing leaders believe that in two years they will be competing primarily on the basis of the customer experience

• A 2% increase in customer retention has the same effect as decreasing costs by 10%

• Acquiring new customers can cost as much as 5 times more than satisfying and retaining current customers

• 44% of consumers say that the majority of customer experiences are bland

• 69% of consumers say that emotions count for over half of their experiences

Why Customer Experience Matters

Source: Satmetrix

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© Holonomics Educação 2016

Source: John Schulz, Assistant Vice President of Sustainability Operations at AT&T

Would you recommend AT&T products to a friend or

colleague? !

• This is a powerful and meaningful metric. • Customers answer the question on a

scale of 1 - 10. • AT&T explored NPS in relation to

customers who learn about sustainability programmes AT&T has in place.

• NPS doubled when customers became aware of the sustainability programmes.

Internal = External

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© Holonomics Educação 2016

Authenticity

What I say

What I mean

What I do

Hospital Sírio Libanês

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© Holonomics Educação 2016

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© Holonomics Educação 2016

© Holonomics Educação 2016

© Holonomics Educação 2016

© Holonomics Educação 2016

© Holonomics Educação 2016

Conclusions

• Nowadays people do not just want to buy something, they want to believe in something.

• The new business paradigm puts a huge emphasis on company culture.

• Understand that the whole organisation is responsible for delivering a customer experience with soul.

• Look for authenticity in everything you do. • Introduce the Net Promoter Score as a key

performance indicator.

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Great companies are the ones w h o d e s i g n c u s t o m e r experiences with soul. When you can connect with the soul of your organisation and experience the way in which it is expressed through each and every part, then you will h a v e c r e a t e d a l i v i n g , authentic brand.

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Thank you !

simon@holonomics.com.br !

holonomics.com.br !!!