www.lucaleonardini.com Business Architect

It’s time to play to win and stop playing not to lose

How to take advantage of a $5.9 Trillion market.

www.lucaleonardini.com Business ArchitectSource of information:

The digital customer, by Accenture

www.lucaleonardini.com Business Architect

91% of companies claim to be consumer focused, but only 10% of customers agrees.

Forrester Research Group 2012

www.lucaleonardini.com Business Architect

89% of consumers say they have switched business

to a competitor due to poor customer experience.

Digital Clarity Group 2014

www.lucaleonardini.com Business Architect

66% of consumers consider good customer service as the first selection

criteria for continuing to spend.Customer Experience Impact Study 2010

www.lucaleonardini.com Business Architect

80% of companies provide their customers with a quality level

between 2 Sigma* and 3 Sigma*. George Eckes

* They correspond respectively to 308.000 and 66.800 defects per million of opportunities.

www.lucaleonardini.com Business Architect

$5.9 Trillion the value of the “switching economy”.

An unrepeatable opportunity.

www.lucaleonardini.com Business Architect

That’s why learning to keep the customer at

the heart of every strategic decision is the new frontier of global competition and economic

development.

www.lucaleonardini.com Business Architect

Reinvent the business.

Luca Leonardini Master in Lean Six Sigma & Brand Communication Expert

@lucaleonardini