A global study on the art of welcoming a few years ago and my large career in customer experience projects, have led me to firmly believe that the secret of a memorable experience lies in simplicity and small details when we’re fully drawing our attention to at the present time. Empathy, as a result, is put into action and we get the ability to move customers with their 5 senses. They are summarized in the pillars that I have called the 3 Cs, as they are true attitudes far from standardized or pre-determined practices, but inspired from the art of welcoming. The true luxury is revealed with a participative management and the empowerment and initiative of the employees, who will easily and naturally create the authentic experience that delights the customers.
“People don’t care how much you know, until they know how much you care.” Theodore Roosevelt