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It takes experience to create a great customer experience.

Experience [BOTH]


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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.

WHY


WE EXIST

We help you deliver a great front of the house customer experience…

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… by working [back of the house], behind the scenes, alongside your team, to design and implement the processes needed to make it happen.

WHAT


WE DO

We are a specialist agency that designs, produces and tracks your customer's experience

We examine the three stages of your customer’s journey: before, during and after their purchase.


We devise their experience at every stage (interaction, moment of truth), and help your organization deliver it.


We operate from Paris, New York and Geneva.

HOW


WE DO IT

[BEFORE]

the customer chooses you.


We conduct qualitative and quantitative research to gain insight into your customer's needs.


Then, we develop a positioning, a creative concept, and a set of marketing tools to make you stand out.

[DURING]

you deliver the
customer's experience.

Together, we go over your customer’s journey and analyze it in real life: what needs to be improved, what could be added, and how this can be done in a way that fits your positioning.


We hold workshops with your teams to put together your service policy frameworks, we help you implement them – and we’ll reform your operations if necessary. We train your teams on customer and workplace relationships.

[AFTER]

the customer
recommends you.

We create and apply the indicators to measure your perceived quality of service and customer satisfaction. We conduct satisfaction surveys and mystery visits.


We also analyze your online reputation and help you convert your customers into advocates for your brand.

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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We strongly believe that:

Human relationships ARE THE KEY FACTOR CREATING YOUR CUSTOMER'S EXPERIENCE.

YOUR CUSTOMER GETS A GREAT EXPERIENCE WHEN YOUR TEAMS DO.

Our global team

Europe & North America

LYNDA LONGEAU

Change Management

DINA MAGNES

Life Coaching

GENEVIEVE SLOUP

Customer Experience Design

CORINNE PLAYS

Research & Survey

PHILIPPE BOUTIÉ

Marketing

LUC GENTIL

Acting & Training

THOMAS SILVIE

Customer Experience Design

MILOS ZARIC

Creative & Art Direction

REFERENCES

Accor Hotels
Pullman
Capgemini
Capgemini
Marriott
Hotels
Paul Backery
Hilton