IT'S ALL ABOUT
Customer experience is a trendy word very often used in today’s business world, but what is the real definition ?
It turns out that there is not only one, because there are too many variables that will define a customer experience, all based on the individuals involved, expectations, various , circumstances and perception.
The main question is: is there a main common denominator to qualify an experience as good or bad ? Well, yes, there is ! It can easily be defined by the level of satisfaction that an individual will obtain from a product or from a service. Not so easy to understand ? Here is my latest experience about hospitality people caring for people.
As I was recently involved in the renovation and opening of the brand new Hotel Indigo Brussels City, I was fortunate to work very close to the people on the floor, the ones who create the customer experience. The entire team there is fantastic, but today I would like to focus on two exceptional individuals running the Food and Beverage: Aymard and Guillemette. Together they drive bar and restaurants operations at Serra Brussels’ Urban Picnic as well as Garden Kitchen.
Despite being always very busy, running and handling internal matters as well as customers requests, they both remain available, smiling and very helpful no matter what. Although the volume of clients not being the least, the two of them do remember frequent guests preferences, what they like to drink or eat. This is a real service differentiator.
Cherry on the cake, my mother was recently spending some time in a hospital across the street, and we all know that hospital’s food is not really what we could call “fine dining”. While I was not in town, Aymard and Guillemette kindly took on them to bring to my mother, some of her favorite Serra’s drinks and food, straight to her hospital room to make her happy; and beside me, they were the only ones to visit her.
This is what I call great and extended guest experience ! Don’t you ?
BY GERALD LAMPAERT, GROUP CEO AT LUXURY COMMUNICATION INTERNATIONAL