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It takes experience to create a great customer experience.

Experience [BOTH]


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At [back of the house], we believe that something magical happens when you experience human relationships.

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Today, companies are aware that the way the quality of service is perceived by customers, depends on the involvement of their employees.

Going the extra mile will make the experience memorable and magical for the customer.

Why is an investment in customer experience necessary?

1=3

Every $1 invested in Customer Experience brings an average
$3 in return.

86%

of consumers will pay more for a better customer experience.

6-7

It is 6-7 times more costly to attract a new customer than it is to retain an existing customer.


Source: Sitecore 2016; Annual Customer Experience Impact Report – Oracle 2011; and White House Office of Consumer Affairs.

We make [r]evolution, reconnecting companies with humans’ emotions.

Feeling and understanding the practical and emotional needs of both customers and staff are the foundation.

We teach the theory - to explain why - and practice application by role playing with actors - to show how.

We revitalize your vision of the customer experience and train your team to deliver it.

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Alongside your team, we explore the three stages of your customer’s journey and devise their experience at every stage.

We train your team to go that extra mile and your managers to support your team.

About us

We are hoteliers, branding experts, sociologists, copywriters, designers, actors and trainers.


CONSULTANTS?

Yes, if a consultant is someone who walks the walk - we don’t stop at a specialist “consultation”: we dive into your business and actually make it happen.

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Our global team

Europe & North America

LYNDA LONGEAU

Change Management

DINA MAGNES

Life coaching by Coaching and training

JESSICA BOURSET

Coaching and training

CORINNE PLAYS

Research & Survey

PHILIPPE BOUTIÉ

Marketing

LUC GENTIL

Acting & Training

THOMAS SILVIE

Customer Experience Design by Coaching and training

MILOS ZARIC

Creative & Art Direction

REFERENCES

Accor Hotels
Pullman
Capgemini
Capgemini
Marriott
Hotels
Paul Backery
Hilton
BNP Paribas
Peugeot
Credit Agricole