2 SIDES OF #CUSTOMEREXPERIENCE

Since I finished studying Hotel Management (2004) till today, I have witnessed Customer’s Care evolution from Customer’s Service to Customer’s Experience…

Years ago, all companies were focused on just exceeding customer’s expectations, but that began to change… was not enough…

I had the great opportunity to work at Café de Paris in Monaco (2005), what a place to live all these moments!!! I remember when I welcomed one of the greatest Sheiks, what an unforgettable protocol!!!, I received him along with the General Director at the main door, the waiters were on both sides of the aisle ready to welcoming him!; food & service were awesome. Café de Paris gives incredible experiences, empowering his employees to do it. All waiters know perfectly well each regular customer and since they know they have already booked, they start to make all preparations as having their favorite wine ready, etc… So, if you work with passion and really care about your customers, you enhance all CE!

Café de Paris 2005. Monte-Carlo, Monaco. With Chef Lambert.-

It’s very interesting and fascinating to work in the hospitality industry… it demands to innovate more and more and it’s mandatory to get to know all your clients…ethnic marketing helps a lot! and what is essential right now is to focus on provoking emotions, you have to touch hearts and design unforgettable moments…

When I came back to Mexico, I worked as Concierge Manager and years later I had the opportunity to work for the Mexican Soccer Federation… I remember that in the past World Cup (Brazil 2014), I was at Fortaleza’s Airport handling a logistic of 120 people, all the airport was crowded, no food left!!!, our flight was delayed and I was next to a Brazilian Airline counter making some time… Suddenly I heard that a British tourist was trying to speak with one of the counter’s agents, but no one in there spoke English!!! (incredible!) they just spoke Portuguese, so this poor woman was really desperate, almost crying… I had the fortune to learn Portuguese before traveling to the World Cup, so I just turned and told the agent that I wanted to help, so she let me in and I translated all… this British woman was so grateful!! that she hugged me and also the Brazilian agent told me, hey! do you want to work with us?? LOL!!! That was unforgettable, I felt really good for having contributed to save her experience, but as I told at the beginning, it comes from the heart, you feel it!!!

Unfortunately Brazil was not prepared to receive so many people… CE was really affected during the World Cup.

FIFA’s World Cup

It is very important that all employees that have direct contact with customers, feel this passion, it truly makes the difference!!!, you can turn a bad experience into a good one in seconds…

As professionals in this industry we are committed to be better every day, we must create a plan for delivering incredible customer service, engaging our employees in order to achieve it, thus providing a great customer experience.