Ecoles et Universités partenaires

What is Experience Economy ? Is it just a new fad or a simple trend like hemlines that go up and down in the fashion industry.  After more than a decade of practice, research and surveys, business leaders are convinced that engaging customers in an efficient and emotionally appealing way is a sustainable and successful business strategy.
Once you acknowledge that people purchase based on emotion and justify with logic, you have the key to enter into the realm of Experience. Most companies focus mostly on achieving a specific outcome, but only a few on the impact of the delivery of the service itself. To put it simply, it is not only “Did you answer my question or solve my problem?” But” how do you feel after the entire process ?

Disillusionment pervades the vocabulary of more than 80 percent of customers when you perform a survey about the quality of service delivered by the largest companies. Add technology factors which exacerbate the dehumanization of service and you understand better why creating a positive customer experience by understanding and influencing customer emotions is a not a simple fad but the only viable and profitable strategy of differentiation in the 21st century. Especially in a commoditizing market where long lasting competitive advantages are dreams which vanish at the speed of copy and imitation.

Everybody wants to wow customers but few know how to do it. That’s why ICI has developed a unique and proprietary method to build, improve or assess customer experience. I founded the European Center for Research on Guest Experience (ECREGE) in 2002 and since then it has become one of the most prolific and successful approaches adopted by the largest companies in the world. After Singapore Airlines agreed in 2006 to implement the Guest Experience Management program (GEM) for their more than 15000   employees they moved from  ranking 6th in terms of  best airline services to 1st place.

All our students or trainees benefited from the latest tools or innovation of our Research Laboratory on Experience.
 You want to create an innovative and compelling customer experience and learn how to turn your customers into apostles and ambassadors. Do you know that an apostle is worth 70 times more than a versatile customer in total margin over the length of a relationship Heskett 2003).  ICI is considered to be the trailblazer in guest experience and the Russian ministry of tourism start to implement the GEM program throughout the largest universities in Russia in 2010.

The rationale behind this approach is much broader than a simple toolbox or method; it implies creating an experience platform by unleashing the power of your employees and empowering them. How do you turn your manager in charge of guest relations into an Art Director able to design and map your customer experience? How do you involve employees in the whole process and turn them into actors of your scenario? How do you measure with appropriate metrics such as Experiboard and Expericards the benefits of your customer experience? Get on board with our training programs or workshops and access the world of Experience economy.”
 

Dear Mr Donneve,
On behalf of the Russian State University of Tourism and Service and of the Ministry of tourism, I would like to express our sincere gratitude for your contribution in the implementation of the THS “Train The Trainers” program which lays down the foundation of the long-lasting collaboration in training managerial staff for hospitality.
Taking into account the tremendous achievements of Institut de Conciergerie Internationale  in translating world-widely knowledge and experience in hospitality, I would like to invite you to present the Guest Experience Management Program which is going to be the next step of our collaboration in front of the ASSEMBLEE METHODOLOGIQUE DES GRANDES ECOLES RUSSES SPECIALISEES DANS LE DOMAINE DU TOURISME, DES SERVICES ET DU MANAGEMENT.