Webinar: What Guest-Centric Leaders Do
April 30, 2024
Customer-centricity is a domain of many buzzwords and methodologies. But in the end, it’s about one person doing right by another. Driving profit, by delighting customers.
Which raises an interesting question.
How can you get your people to do right by your guests? According to Alain Thys, to make guest-centricity and transformation happen, leaders need to:
- Make it clear: by being ultra-specific in describing “what great looks like”. Not with buzzwords and metrics, yet in simple, human terms
- Make it compelling: create a culture where people WANT to do right by the guest, rather than being forced to it with incentives and control mechanisms
- Make it flow: By making guest action easy for employees and empowering them to take initiative, and make mistakes.
In this webinar we discuss Alain’s experiences with these practices at Lexus, PSV football club, Philips, ING, Generali and make them relevant for the attractions and theme park industry.
Speakers
Alain Thys
As a Customer Transformation Architect, Alain has made a career in helping leaders drive profit through customer-centricity.
Over the past three decades his teams influenced the experience of half a billion customers and +1 million stakeholders worldwide. Along the way, they created hundreds of millions in value and countless smiles for 30+ brands like Lexus, Vodafone, Philips, Generali, Bekaert, and of course the tasty Bordeaux wine region.
Agenda
Agenda
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