ECC – Excelling at Customer Centricity – an HSMAI Certification
With HSMAI Region Europe’s Excelling at Customer Centricity program, your team identifies and implement processes to close gaps that stop your team from excelling, consistently, when in direct contact with your guests. Actions are proposed with clear ECC measurements to add value through your internal culture and communication planning, the inclusion of key stakeholders, employee engagement and service recovery methods.
The ECC Program
The ECC program would function effectively as group coaching for a company, supporting them in evolving their culture towards a more customer-centric approach. Your key team members will be trained to prepare and guide your team:
- To exceed your guests’ expectations at key moments of contact, decided by you.
- To create ‘instagrammable’ experiences and a frictionless, seamless delivery
Your ECC processes will enable your team to go above and beyond, adding to your attractiveness, both as an employer and to potential business who learn about your guests’ memorable experiences on social media and through ratings.
ECC Online Training Flow
Session One (2,5 hours) – Introduction to the ECC Program & Stakeholder Management
- What’s the program – role of the Executive Coach and expectations.
- Why Customer Centricity
- How to prioritize & manage stakeholders interest
Session Two (2,5 hours) – Designing Instagrammable Experience,Measurement & Culture
- How to prepare to excel at designing key experience
- How we measure progress
- How we prepare to excel at creating a supportive culture
Session three (2,5 hours) – Communication & Service Recovery
- How do we excel at communication
- How do we excel at service recovery
- Next Steps
Note that there will also be one hour of homework between sessions
Comments from past attendees at ECC – Excelling at Customer Centricity:
Thank you so much for your helpful reflections during the ECC program. I am looking forward to implementing what I learned from this course to further develop my team.
Thank you for excellent feedback og useful reflections for myself and my company
Thank you all for putting so much effort into the ECC program, it has been very useful for my personal & professional growth!
Thank you so much. The ECC program was very inspiring.
Getting Certified
If you’re interested in certifying your team, please contact us @ postbox@hsmai.eu for prices and more.
Gil Mulders will be the facilitator for the digital training sessions
“Customer Centricity is even more important in times of crisis when the emotional connection with our customers will become a primary decision point. This highly interactive online program will help you lead your teams towards success during recovery. You will get access to tools, concepts and best practices that you will be able to use right away to engage your teams and customers”.
Gil Mulders, Founder, The Talent Network, Former Head of Learning Europe at IHG – InterContinental Hotels Group and member and past chair of the HSMAI Region Europe People & Culture Advisory Board
For many years I have wondered what strategy is most important amongst the many. I now believe the Excelling at Customer Centricity is the single best,
– Mike Leven, longtime industry leader and international “hotel icon” about the program
If you need any HSMAI related help, please contact us at postbox@hsmai.eu
