If we want circularity to be scalable, we better get the customer experience right.
When the customer feels bad because she didn’t make a sustainable choice, is she at fault? NO. The experience was not optimal, and she will not come back for more.
72%
Circular frustration will lead to churn72% of customers will share a positive experience with 6 or more people. When not happy, 13% of them will share their experience with 15 or even more.(source Esteban Kolsky)
“ You drive the point home that the role of the transformation master takes us from the current to a future state that consistently delivers true value ”
- Gary Laverty, Business Transformation Leader, PMP, SAP. ERP, LEAN, OCM, Consulting,Anthem, AZ, USA, 30th August, 2017
54% of customers have higher expectations for customer service today compared to one year ago.This percentage jumps to 66% for consumers aged from 18 to 34 years old.EN CNTNT Report
We want to live green, but it is so difficult. Global supply chains are linear. If something is defective or to be returned, it is often cheaper for the business to simply send you a new one, and you throw the old one away.
Our goal is sustainability, but it often requires an extra-human effort. You are hungry, pick out a place close to eat and are promptly served your food in a styrofoam container. Your hunger has been addressed, but the distaste from the experience lasts.
The focus has to be on the circular experience, where each touchpoint is responsible for ensuring that the event is meaningful.
It’s not just about the planet or digitalization. It’s about the circular experience for you and me where innovative business models foster sustainable incentives.
“ I loved how you talked about flexibility and standardization in business processes. It is highly important to see things from the customer’s perspective always. Rigidity can actually result in poor service delivery. ”
— Sunday Aina,Elkridge, MD, USA, 30th July, 2017
Looking to improve your experience? Reach out to us now