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Excelling at Customer Centricity, the ECC Programme

September 9, 2019 - September 11, 2019

An Executive Coach Certification aiming for a pledge to excellence!

Excelling at Customer Centricity, the ECC Programme, is an Executive Coach Certification with the aim for
participants to become enablers of a culture of customer centric excellence.

Coming up in London, September 9 – 11 from 9 am to 5 pm
St James Court Hotel, 54 Buckingham Gate, Westminster

We have a special rate for accommodation at this hotel with rooms from GBP 230. (Rates include VAT & Breakfast)
Book HERE. The hotel is very popular so it fills up very quickly. First come first served!


Target group:
Leaders and other potential change agents that:

  • Are eager to create excellent customer satisfaction and a great company culture
  • Want to bring the customer experience into the board room
  • Believe in enabling a culture of customer centricity is a winning strategy


Executive Coaches are trained by HSMAI Master Trainers:

Mia Touzin Leffler, Education Adviser HSMAI Region Europe





Gil Mulders, Former Head of Learning Europe at IHG – InterContinental Hotels Group and Chair of the HSMAI Region Europe People & Culture Advisory Board




Peer reviews and ratings on social media influence customer choice, your reputation and brand. To be competitive and deliver promises, in a world where everyone can express their opinions online immediately, it’s more important than ever to foster a healthy, resilient customer centric culture in your organisation.

HSMAI (Hospitality Sales & Marketing Association) has developed a certification for executive coaches to guide organisations to excel. The new certification enables participants to coach teams in delivering promises that have a positive impact on the perception of the brand in social media.

The seven areas covered are closely intertwined:

  • Define: Develop and define your service culture
  • Care: Manage your stakeholders
  • Be proactive online: Let social media work for you by creating “instagramable guest experiences”
  • Build cultural muscle: Use culture as a means of turning barriers into empowerment
  • Engage stakeholders through thoughtful and strategic communication
  • Recover from complaints and turn them into advocacy
  • Measure: Make sure you are measuring what matters

‘For many years I have wondered what strategy is most important amongst the many. I know believe the Excelling at Customer Centricity is the single best’

– Mike Leven, long time industry leader and international “hotel icon” about the ECC Programme.


Excelling in Customer Centricity’ Certification consists of 4 modules in 3 full days (including evenings).







Executive Coach Training: €1950 excl. VAT for the three-day programme per person (excl. travel and accommodation).
If you sign up before August 15 you will receive the toolkit worth the value of €500 each. After August 15 the price will be €2450 excl. VAT per person. This will be a small group for about 10 people.

Are you interested in joining?

Press here to sign up or contact us at postbox@hsmai.eu or + 44 7951 780976




September 9, 2019
September 11, 2019


St James Court Hotel
54 Buckingham Gate, Westminster
London, SW1E 6AF United Kingdom
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Contact Us

Send us an email for any queries you have about HSMAI Europe and we'll get back to you, asap.

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