When MCI started our corporate responsibility journey in 2007 we knew that to become a sustainable business, we needed to make sustainability a core part of our client value proposition. Looking back, we have made great progress, and are proud to see that sustainability is firmly entwined into our strategic services and managed solutions, and that sustainability has become a clear competitive differentiator, a driver of innovation and a core element of our quest for quality.
MCI Sustainability Services
Alongside our commitment to quality, we challenge and encourage all our clients to execute their projects with us in the most sustainable way possible. For those clients wishing to be leaders in responsible business, in 2008 we created MCI Sustainability Services; a dedicated business unit focused on providing strategic advisory services.
Today our experienced consultants work hand-in-hand with organisations seeking a competitive advantage, helping them better engage stakeholders, improve operational efficiency, accelerate innovation and increase return on investment.
Our global team works with associations, governments, destination marketing organisations, congress centres, hotel chains and corporate clients to integrate sustainable business practices for the benefit of businesses and the community.
Over the years we have developed a proven portfolio of systems, tools and methodologies. Below is a summary of key solution areas:
Research new market opportunities and design business strategies and events about sustainability.
Example clients UN Global Compact, GRI, Bristol County Council, Danish Government, Thailand Convention and Exhibition Board
Generate effective dialogue with stakeholders to improve sustainability strategies, achieve consensus, create new solutions and influence conversations
Example clients: UN Global Compact, Gothenburg Convention Bureau, Singapore Tourism Board
Ensure that messages about sustainability are clear, strong and differentiate brands in crowded markets. Audit, assess, consult and train to enhance brand value.
Example clients: Copenhagen Convention Bureau
Develop sustainability programmes and management systems that increase triple bottom line performance.
- Marina Bay Sands – implementation of ISO20121 management system
- Macau Venetian – implementation of ISO20121 management system
- EU Presidency – implementation of ISO20121 management system
Influence behaviour through creative live experiences, finding new ways to connect and innovate.
Example clients: Schneider, Symantec
Develop and deliver sustainability messages and stories, that leave an emotional impact
Example clients: Visit Denmark, Singapore Tourism
Since 2007 we have managed over 505 events about energy, and environmental, social and governance (ESG) issues. In 2013, the company consolidated its position as the leading global organiser of ESG events, managing a number of high-profile energy and sustainability events alongside a variety of complex consultancy projects. Today through the strategic engagement and activation of stakeholders, we are increasingly helping our clients to turn their sustainability commitments into action, driving business results and creating immense value for their employees, customers and the communities in which they serve.
Quest for Quality
The quality of our services is our life insurance policy. Without quality, we will fade away.
Client satisfaction measurement programme
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 are implementing 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 are using this system, 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. In 2013 we are incredibly satisfied to have reached 54.
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.
Key feedback from our clients
From the survey we have three major conclusions that we need to and are addressing:
- Articulate the value of our services and solutions better to our clients
- Communicate more frequently with clients during the development of projects. Our staff tend to assume the client understands what we are doing in the background.
- Be aware of cultural differences and business practices when working on international projects.
Customer Satisfaction Award
To motivate our talents in 2013, MCI launched the “Customer Satisfaction Award” 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 award winners in 2013 were: MCI Dublin, MCI Germany, MCI Singapore and MCI Zurich.
Asset development: Investing in responsible & environmental business
With sustainability increasingly becoming part of MCI’s core value proposition, in 2013 MCI became a major shareholder in Global Initiatives, one of the world’s leading producers of events around sustainability and owner of two renowned sustainability brands; Responsible Business and the Business for Environment Global Summits (B4E). The Responsible Business Forums present practical ways to accelerate solutions for a more sustainable world while increasing business and industry growth, and the B4E Summits are the world’s leading international conferences for dialogue and business-driven action for the environment. In 2013, MCI supported Global Initiative events in India, UK, Indonesia, Singapore and the Richard Branson led initiative “Carbon War Room” focused on sustainable shipping in Singapore.
Additionally, MCI leveraged its in-house consultants to provide an in-depth sustainability strategy for the Responsible Business Forum in Singapore. The event was recognised for its leadership by winning the prestigious IMEX-GMIC Green Meeting Award. “The Responsible Business Forum successfully integrated strategic thinking and standards into the way the event was produced,” said IMEX Chairman Ray Bloom. “The Forum was commended for its many achievements such as implementing a strong event management system guided by ISO20121 and being the first event to use the new Singapore Sustainability Guidelines for the meetings and events industry.” View the sustainable event report from the Responsible Business Forum
Engagement strategies: Architects of a better world
MCI has supported the UN Global Compact since becoming a signatory in 2007, and the 10 UN Global Compact principles are a fundamental element of our sustainability approach. Using our global event expertise, local connections and unique sustainability consultancy services, MCI has helped the Global Compact to organise a number of high-profile events, including the 2010 and 2013 Leaders Summit and the 2012 Corporate Sustainable Forum. The United Nations Global Compact Leaders Summit 2013, held in New York on 19th and 20th September 2013, brought together chief executives with leaders from civil society, governments and the United Nations.
As a core partner to the UN Global Compact secretariat, MCI co-developed the event strategy and theme “Architects of a better world”, and managed the event logistics, creative and technical production. Chaired by UN Secretary-General Ban Ki-moon, the Leaders Summit provided a platform for 1,200 participants to discuss corporate sustainability strategy at the highest level and produce strategic recommendations and action imperatives for the future of the initiative. Read a summary about the event outcomes.
The Global Compact has helped generate a major shift in corporate mindset in just one decade. Enlightened leaders are making sustainability a core part of business strategy. Today, I ask you to be architects of a better world. What was once a call to the founding members of the United Nations is now a rallying cry to business and civil society leaders everywhere. Help us to respond to the urgency of our global challenges and build a better tomorrow.
A sustainable event: MCI implemented a comprehensive sustainable event strategy to improve the delegate experience and to address the environmental, social and economic impacts of the Summit. Significant achievements included a zero paper commitment; the “Action Fair” exhibition and signage made entirely from recycled materials. Waste management strategies included the use of reusable materials for the stage set, elimination of bottled water, and the serving of food and beverages only using reusable glass, crockery or cutlery. A focus was placed on offering food and beverage options that used a healthy combination of fresh, local, organic, sustainable and seasonal ingredients. Out of the 8,600 meals served, approximately 40% at the Leaders Summit venue and 90% at the Leaders Dinner venue were sourced from farms within 100 miles. 35% of the food served was vegetarian and approximately 20 percent was organic.
Experience management: Promoting sustainability reporting
MCI is a strong supporter of the Global Reporting Initiative and actively promotes the importance of sustainability reporting. We have produced over 30 sustainability reports for our clients and were actively involved in the development of the GRI Guidelines for the event sector. Based on our sustainability knowledge and service capacity, MCI Amsterdam was contracted to design and manage the 2013 Global Conference on Sustainability and Reporting. This event attracted over 1,500 of the world’s leading sustainability reporters, analysts, NGOs and consultants, and saw the launch of GRI’s new G4 Sustainability Reporting Guidelines.
MCI sustainability consultants were responsible for developing the event strategy and meeting design, while our project managers implemented sustainable event approaches, overseeing technical, creative and logistical production. Read more about the ambitious and successful sustainability initiatives in the sustainable event report.
Performance management: Driving sustainable event processes & performance
The Venetian Macau, at 10.5 million square feet (980,000 square metres) is the largest building in Asia and fifth-largest building in the world by area, while the Marina Bay Sands is the world’s most expensive building, costing over US$ 5.7 billion. In 2013, our sustainability services team was selected by Las Vegas Sands Corporation to consult on the implementation of a performance management solution across their two Asian integrated resorts in Macau and Singapore. The requirement was certification for both properties to the ISO 20121 Event Sustainability Management System, an international standard designed to help improve sustainability throughout the entire event management cycle.
To achieve the standard, under the guidance of MCI the venues implemented a thorough engagement programme to consider the internal and external feedback of their stakeholders on their sustainability strategy and impacts. MCI designed the project management system and worked with Sands’ global and regional teams to integrate the ISO approach into their daily operations, taking into consideration social, environmental and economic aspects.
A strong monitoring and reporting system was established and will be continually reviewed and improved upon to maintain programme integrity. After a remarkably short implementation period of six months, the Marina Bay Sands became the first integrated resort in South-East Asia to obtain the ISO 20121 Sustainable Events Management System certification, with the Venetian Macau achieving certification in March 2014.
This is a huge accomplishment for our company which will boost our competitive edge and help our environmentally conscious clients enhance their performance in sustainable event management, while allowing us to increase productivity and cost effectiveness.