Magical, powerful moments turn customers into true promoters of your organisation. Add to that the fundamentals of quality, efficiency and consistency that form the basis of great service and you get a programme that truly transforms the service experience in your business.

I call it Boutique Experience ™. B.O.U.T.I.Q.U.E. being an acronym that brings together the 8 qualities that make it possible to consistently deliver outstanding service experiences.

More than a "One shot" training programme, it is a set of small, lively, in-person or remotely animated workshops that involve the management team and are then deployed to all employees in different ways depending on the size of the company.

• We start the programme by taking an open and honest look at our customer service. In some businesses, the perception that employees have of their service level may actually be more critical than the reality. They might focus mainly on the negative feedback received, getting hung up on imperfections without realising the exceptional moments they create, day in, day out. In other businesses it is the opposite, the perception perhaps built on a past reputation, is now out of step with the reality of the current service experience, and customer feedback.  The employees may not have realised that the world has changed, and that only their regular customer remain faithful to them.

• We then work on the 8 elements of the B.O.U.T.I.Q.U.E. service. These are founded on my 20 years of experience in a series of operational roles in the international hotel industry, and best practices gleaned from hundreds of hotels I've had the opportunity to stay in.

• We then start creating together these unique, individualised experiences and service habits that generate a real emotional connection with customers.

• A team of “change agents” is then empowered and supported for a period of 6 months in order to keep the momentum.

Some clients are surprised by the results. Not only in terms of customer feedback and Net Promoter Score (NPS), but also in relation to the feedback of their employees - who realise the genuine pleasure they get from creating unforgettable experiences for their customers.
 
In an increasingly competitive environment, it is the businesses that deliver outstanding customer experiences that will achieve success!

• Your service levels are good, but good is not enough

• With decreasing demand, you must make every customer want to come back

• Competitors and challengers are growing in your market

• Luxury has evolved, uber-personalisation is expected

• One-shot service training is ineffective or unsustainable