"To invite a guest is to care for his happiness over the whole duration of his stay" (Brillat-Savarin in "La Physiologie du Goût") Service Excellence Expert, Hotelier with a former International Business Communication expertise , Franck helps service organisations to create value while activating their Service DNA and bringing their Service Signature alive. This is about making sure the promise of the brand is aligned with the strategy and the actual service delivery. This is about bringing hospitality and customer care within the brand expression though a relevant service design, a compelling service delivery and a sustainable service culture. Last but not least,this is about leading the transformation towards service excellence and service culture through the engagement of all stakeholders in the customer journey- whether it be in the physical world or in the digital world.
Service Excellence Strategy; Service Leadership; Customer Experience & Service Design; Employee Engagement
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