The second Danish Maritime Forum took place in Copenhagen on 7-8 October 2015, gathering more than 200 key leaders from all parts of the global maritime value chain to address issues of sustainable advancement in the industry – perceived as the backbone of globalisation and international trade – to drive enduring profit. Danish Maritime Days sought out MCI’s sustainability experts to design and integrate a strategy on responsible event production which needed to align conference ambitions whilst reflecting the theme of continuity.
Implementing tactics in the areas of responsible supply chain engagement, sustainable food & beverage planning, greenhouse gas emissions mitigation and waste reduction, the Forum was able to:
MCI India supported Down Syndrome International (DSI) and the ‘Down Syndrome Association of Tamil Nadu’ in the successful hosting of the 12th World Down Syndrome Congress 2015 in Chennai from 19 to 21 August 2015. Held in India for the first time, the congress attracted over 551 national & international delegates representing 41 countries.
Though conceived as a platform to raise awareness of Down Syndrome and to discuss policies to improve the lives of those born with it, the World Down Syndrome Conference is also used as a platform to show that people with Down Syndrome are capable of much more than what, unfortunately, society often assumes in a bright and colourful way. MCI helped spread the message to the world at large through a social media campaign, using Instagram & Twitter. Over the course of the congress, the event’s official hashtag, #WDSC2015, reached over 1,500,000 people, with 3,000+ engagements & almost 2,000+ posts.
The 11th European Wave and Tidal Energy Conference (EWTEC) took place in Nantes, France from 6th-11th September. This international scientific conference, held every two years in Europe since 1993, provides a forum for researchers, engineers and all stakeholders involved in the development of Marine Renewable Energies. The 11th EWTEC was the first edition organised with the support of a Professional Conference Organiser.
Hosted in a region driven by sustainability (Nantes was designated European Green Capital in 2013), the conference aimed to minimise its negative impacts on the environment and to increase the positive social and economic benefits for the Nantes region. As such, the appointed organiser – MCI – integrated a holistic Event Sustainability Plan into EWTEC covering all areas of the conference.
In supporting two local associations, PP Plastic Pickup (an association who raises public awareness about marine pollution and encouraging waste collection) and the Transformeurs (an association offering artistic up-cycling creations), the 11th EWTEC stood as a showcase event with a demonstrated willingness to contribute to the protection of the oceanic environment.
Since 2014 MCI has supported Symantec in the organisation of Plant-for-the-Planet Academies – a legacy programme aimed at training children to be Climate Change Ambassador. In November 2015, Symantec held it’s second Academy in Madrid, inviting 41 children from Laude Fontenebro de Moralzarzal Primary School.
During the Academy, the children attended presentations on sources of CO2, global warming, photosynthesis, the climate crisis and global justice, and were given the opportunity to brainstorm and present their ideas on how to tackle these issues. After a long, eventful , and enjoyable day, all 41 participants received their certificates, which recognised them as a Climate Justice Ambassador.
In 2015, MCI and Symantec were awarded the GBTA ICARUS Professional Team award for our collaboration to implement a structured sustainability initiative into Symantec’s events.
In 2015 MCI Hong Kong designed a sustainable meeting space for the InterContinental Hotels Group (IHG) to use during an event promoting the IHG Green Engage™ System– an online sustainability tool that helps IHG minimise their hotel’s impact on the environment through measurement, reporting and recommendation feedback system.
To bring IHG’s sustainability values to life during the event in a very tangible way, MCI Hong Kong replaced conventional materials with those which would help IHG reduce the impact of their event. For instance, crates were used to make tables and chairs, wine corks replaced vinyl table tops, wooden pallets were used as screens and an ornamental IHG logo was made out of live green plants.
In line with its Sands ECO360 Global Sustainability strategy, Las Vegas Sands Corp. (LVS) completed its five year goals set in 2011, achieving its targets in the following areas:
LVS is the highest rated hospitality company in the U.S. in the Newsweek Green Rankings, was recognized in the 2015 CDP’s Climate A-List and Climate Disclosure Leadership Index for management and measurement of greenhouse emissions, and is listed in the 2015 Dow Jones Sustainability Indices (DJSI) for its industry-leading corporate sustainability efforts in North America.
To look deep into the future and ensure the continuation of its leadership position, LVS called in MCI Sustainability Services to review the Sands ECO360 Meetings Strategy, a green meetings program geared to support forward-thinking clients in making their events more sustainable, and to help facilitate a united vision for its properties in Singapore, Macao and the United States.
MCI delivered a detailed research report on sustainable business and tourism trends, a review of certification systems, and an outline of innovative ideas for operations, marketing sales and food service. The team recommended strategic local and global partnerships and provided expertise on developing recommendations for the Sands ECO360 Meetings program as well as well as sales and marketing strategy.
The sustainability of MCI as a long-term business is contingent on the value we bring for our clients and in 2012 MCI launched a global client satisfaction measurement programme.
Inspired by the Net Promoter Score® methodology, we have implemented a formal, systematic and proactive process to capture the “voice of our customers.” We selected to measure five criteria that drive the customer experience working with MCI: quality of services, quality of relationship, right team, value for money and willingness to recommend.
In our first year of measurement, MCI earned a Net Promoter Score (NPS) of 48. As none of our competitors or peers seem to be using this globally recognized standard, it has been a challenge to find an acceptable industry benchmark to evaluate our performance. Instead, we set ourselves a 2015 global goal to reach a NPS of 51. We are incredibly satisfied to have over performed and reached 59 this year.
To help us on our quest for quality and to improve the group and individual office Net Promoter Scores we are regularly analysing performance and making the required organisational and process changes. The Customer Satisfaction Index is part of the C-level agenda. Improvements will be supported by formal training and on the job coaching and mentoring.
At the end of 2015 we identified one area that required additional focus – that “the articulation and value of our services and solutions needs to be made more relevant to the clients’ own industry context. Insights, expertise and sharing of best practices are opportunities for MCI to reach a “trust advisor” status”.
In the form of a test case, we applied a new approach to one of our major clients to specifically identify where MCI could and should focus on delivering greater value. Our teams were enabled with training, a questionnaire and a process to have the value conversation prior, during and after the events they supported. The results have been excellent with an 11 point improvement from -6NPS to + 5NPS. Additionally the customer has entrusted us with a larger share of their business representing an increase of 26%. Continued efforts will be made in 2016 to expand the reach of this new process.
To motivate our talents in 2015, MCI repeated the “Customer Satisfaction Awards” to recognise outstanding customer service achievements and give MCI offices visibility for their outstanding achievements. To qualify for the award, offices had to achieve a client NPS over 51 and a statistically significant response rate. The 2015 winners were: MCI Argentina, MCI China, MCI Copenhagen, MCI Dublin**, FairControl, MCI Geneva*, Hagen Invent, MCI Singapore**, MCI Sweden and MCI Vienna.
*Winners also in 2014 **Winners also in 2014 and 2013