Emma Mead is the Group Omnichannel Director at H&B, an international and unique market-leading business in a growing market. H&B believes their customers come first and they get to know who their real customers are by profiling over 1 million customers using social data. H&B measures customer experience metrics like Net Promoter Score and contact rate to improve customer experience. Emma discusses using customer journey mapping to deeply understand the customer experience.

1. P O W E R E D B Y :
eCommerceandCustomerExperience
Stream
EMMA MEAD
Group Omnichannel Director

2. Emma Mead
Group Omnichannel
Director

3. H&B: A Unique Market-Leading Business in a
Growing Market

4. H&B: International Increasingly Important

5. WE BELIEVE Our Customers Come First

6. We Get To Know Who Our Customers Really Are
TRENDLOVERS
© Starcount Insights Ltd There are 1m (19%) customers in the Trend Lovers segment, of which 39,000 were profiled using Social Data
OCCASIONALSNACKERS
© Starcount Insights Ltd There are 660,000 (12%) customers in the Occasional Snackers segment, of which 78,000 were profiled using Social Data
KEEPINGINSHAPE
© Starcount Insights Ltd There are 910,000 (17%) customers in the Keeping in Shape segment, of which 46,000 were profiled using Social Data

7. What gets measured gets done…
4
4.2
4.4
4.6
4.8
5
NPS0%
2%
4%
6%
8%
10%
Contact Rate

8. Deep Dive: Customer Journey Mapping