guest·plusHospitality Consultant
Jan. 2014 - Dec. 2016Amsterdam, North Holland, NetherlandsWith guest·plus, I started my independent customer experience (CX) consultancy, focusing mainly on the luxury & high-end segments of hospitality, aviation, retail and automotive.
I wanted to help companies improve and optimise their interactions with customers across multiple touchpoints, helping them to enhance the overall customer experience, which encompasses all aspects of the customer journey, from initial awareness and consideration, through the purchase process and ongoing support.
Implemented technology and service strategies to improve workflows and maintain lean operations while maintaining the highest levels of customer service. _______
❜ Taken a bespoke approach to each project, from customer journey mapping to strategy development and staff training.
❜ Developed mystery visits/audits, providing areas of opportunity that increased customer retention and satisfaction.
❜ Achieved an expanded portfolio within six months of employment, with projects including brands such as BMW, Mini, Transavia, Marriott, Cartier and Hublot.