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Showing posts from December 15, 2009

GREEN SERVICES REQUIRE A CHANGE OF BEHAVIORS

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Last week in Copenhagen I attended a side event in the Climate Change Conference (COP15). The topic was the importance of growing the service industries. There were two presentations from the hotel business and two presentations from the ICT business. One hotel presented their efforts to be carbon neutral, which is a huge success in itself. They also were very good in keeping their employees engaged throughout the whole process. I do think that this is the key to their success. The frontline employees are really their ambassadors for the services that they deliver. Much of what they did was internally focused. There is still a big opportunity in translating this greening of the business into great customer experiences. They had plans to buy electric cars. But what about picking up your customers from the airport with these electric cars? Or giving them these electric cars in the city? They also explained the Green Key program. Although this is a fine program in itself, but what do