Customer Experiences with Soul - Sustainable Brands Bangkok

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The document discusses customer experiences with soul and a new era in design. It notes that nowadays customers don't just want to buy something, they want to believe in what a company stands for. The new business paradigm emphasizes company culture and delivering authentic customer experiences. The document concludes that businesses should look for authenticity in all aspects and introduce metrics like the Net Promoter Score to measure customer experience.

Customer Experiences with Soul
A New Era in Design
Simon Robinson and
Maria Moraes Robinson
12th October 2016

© Holonomics Education 2016holonomics.co.uk

Customer
Experiences
with Soul
A New Era in Design

© Holonomics Education 2016holonomics.co.uk

© Holonomics Education 2016holonomics.co.uk

© Holonomics Education 2016holonomics.co.uk
Internal = External
© Holonomics Education 2016

© Holonomics Education 2016holonomics.co.uk
What I say
What I mean How I act
What I say
What I mean
How I act
AuthenticCounterfeit

© Holonomics Education 2016holonomics.co.uk
Peace
Truth
Love
Righteousness
Non-violence

Peace
Truth
Love
Righteousness
Self-respect
Integrity
Perseverence
Tolerance
Resourcefulness
Trust
Caring
Sharing
Respect
Honesty
Humility
Concentration
Observing
Reﬂection
Awareness
Wisdom
Reasoning
Curiosity
Creativity Devotion
Dedication
Empathy
Generosity
Unity
Loyalty
CooperationMorality
Discipline
Usage of time
Leadership
Harmony
Courage
Citizenship
Harmony
Non-violence

© Holonomics Education 2016holonomics.co.uk
We define sustainability as the
quality of our relationships.
© Holonomics Education 2016

© Holonomics Education 2016holonomics.co.uk

© Holonomics Education 2016holonomics.co.uk

© Holonomics Education 2016holonomics.co.uk

© Holonomics Education 2016holonomics.co.uk

© Holonomics Education 2016holonomics.co.uk
Capra Course

© Holonomics Education 2016holonomics.co.uk
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.

© Holonomics Education 2016holonomics.co.uk

Thank you!
Simon Robinson and
Maria Moraes Robinson
12th October 2016
www.holonomics.co.uk
!
maria@holonomics.com.br
simon@holonomics.com.br

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This talk was given at the RD Summit, the largest marketing summit in Latin America, on the 20th October 2017. In this presentation Simon Robinson and Maria Moraes Robinson sharing key insights and case studies from their new book Customer Experiences with Soul: A New Era in Design which will help those of you who are designers, entrepreneurs, creative leaders and those starting a new business or initiative to take a radically new approach to customer experience design; fully integrate your purpose, goals and strategy with your customer experience; implement human values across the whole organisation; and develop long-term and more meaningful relationships with your customers.

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10 Key Insights from Customer Experiences with Soul (RD Summit 2017)

10 Key Insights from Customer Experiences with Soul (RD Summit 2017)

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1. Customer Experiences with Soul A New Era in Design Simon Robinson and Maria Moraes Robinson 12th October 2016

2. © Holonomics Education 2016holonomics.co.uk

3. Customer Experiences with Soul A New Era in Design

4. © Holonomics Education 2016holonomics.co.uk

5. © Holonomics Education 2016holonomics.co.uk

6. © Holonomics Education 2016holonomics.co.uk Internal = External © Holonomics Education 2016

7. © Holonomics Education 2016holonomics.co.uk What I say What I mean How I act What I say What I mean How I act AuthenticCounterfeit

8. © Holonomics Education 2016holonomics.co.uk Peace Truth Love Righteousness Non-violence

9. Peace Truth Love Righteousness Self-respect Integrity Perseverence Tolerance Resourcefulness Trust Caring Sharing Respect Honesty Humility Concentration Observing Reﬂection Awareness Wisdom Reasoning Curiosity Creativity Devotion Dedication Empathy Generosity Unity Loyalty CooperationMorality Discipline Usage of time Leadership Harmony Courage Citizenship Harmony Non-violence

10. © Holonomics Education 2016holonomics.co.uk We define sustainability as the quality of our relationships. © Holonomics Education 2016

11. © Holonomics Education 2016holonomics.co.uk

12. © Holonomics Education 2016holonomics.co.uk

13. © Holonomics Education 2016holonomics.co.uk

14. © Holonomics Education 2016holonomics.co.uk

15. © Holonomics Education 2016holonomics.co.uk Capra Course

16. © Holonomics Education 2016holonomics.co.uk 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.

17. © Holonomics Education 2016holonomics.co.uk

18. Thank you! Simon Robinson and Maria Moraes Robinson 12th October 2016 www.holonomics.co.uk ! maria@holonomics.com.br simon@holonomics.com.br