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It takes experience to create a great customer experience.

Experience [BOTH]


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WHY


WE EXIST

We deliver a “front of the house” customer experience…

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… and develop the “back of the house” systems needed to make it happen, including service policy frameworks, training, operations management, and marketing.

We’ve been doing this over 15 years, for some of the biggest names in the industry, like Accorhotels, Hilton, Marriott, Paul and Capgemini.

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

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