You have an amazing product or service but customer experience is lacking?
An extra smile would be welcome?

Guestology 2.0 gives you the tools to deliver on your promises by betting on a warm welcome. The 6 step approach shows you what you might already know but maybe not applying. 

STEP 1

The Frustration Solution

Not one organisation wants to offer bad service. There are only organisations who know how to do it and those who don't.

The first step allows you to asks the questions nobody dares to ask. To map out the pain points. The results set you on your way to long term solutions for an unique customer experience.

Don't forget your team! The most important link in all of this. How are they feeling in all of this? This baseline survey shows you where we can focus on.

> Once you discover what your customer don't like about your organisation, only then you are involved in customer experience!

TOOLS
AI-butler
Mystery visits
Baseline CX survey
​Management coaching

STEP 2

Value victory.

Mission statement, values, credo and vision. Words that can mean everything or nothing. Mostly they are just gathering dust somewhere.

In this step something magically happens.  We not only going to revisit your CX values, we are going to do something very powerful with them. In any case: everyone in the organisation will be aligned after this and they will always know how to react. In whatever situation, with whatever type of customer..

TOOLS:
Priority charter
Values bootcamp 

STEP 3

Warm welcome.

First impression are important, blablablabla... clichés everywhere. However, in customer experience there are no clichés. You have one chance. Not two. In the third step of Guestology 2.0 we show you how to organise your organisation for a warm welcome. Digital, physical or virtual, it doesn't matter. Based on your value victory, you can design a roadmap to welcome your clients on a personal level.

From time to time we neglect the work floor. The place where customers and the team come together. What is happening there and how can we add value to every interaction? For the customer and your team.

GUARANTEE
This will be the most concrete and pragmatic customer journey map you have ever seen..

TOOLS
MBWA map
​Housekeeping manual
Welcome book (onboarding)
​Beginners mind

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STEP 4

Lasting language,
the eye-opener

Step four is where Guestology 2.0 really separates itself from any other system.

With everything we have learned so far about your organisation we are going to create something unique. The DNA of your hospitality strategy. Something no one else has: your service language.

With this step you will give your team a backpack full of verbal weapons to use in everyday situations. Easy or difficult customers? It doesn't matter anymore, they know how to react.

> We are so convinced this step works that we give you a 100% guarantee.

TOOLS:
Code of language
Hospitality guidelines
​Scripts

STEP 5

Invisible presence.

Wouldn't it be amazing to offer your clients a service that is not pushy but mostly invisible? With the values, the welcome and the custom designed language, we now have some powerful tools in hand to give your customer an unforgettable experience.

TOOLS:
Training roadmap
​CX design
Solutions room
​Pause pride
Mobile front line inspiration

STEP 6

Deep culture.

Did you know the highest belt in Judo is mostly white? Just like the beginner?
​This means that everything goes in circles. Back to the beginning. Isn't it surprising almost no one thinks of doing that in customer service design?

Guestology 2.0 is designed to be infinite. To invoke a domino effect so that interactions are improved in every step. Continuously.

TOOLS:
3S: sharing, showing & storytelling
Hospitality boosters
Recurrent measurement

WHO CAN BENEFIT FROM THIS?

Any company or organisation. Going from hairdressers and schools to multi-nationals and Fortune 500 companies.

Hospitality is not only of the essence in a hotel or restaurant. EVERY organisation is in the hospitality business. That universal element that connects your organisation with your clients, members, patients, travellers or guests. If you don't offer a warm welcome, you can bet your competitors will!

WHY IS THIS SYSTEM DIFFERENT?

That is how much a participant forgets, 4 weeks after a training course. Perfectly normal.

But... what if there was a way to prevent this? Our tools are designed to make hospitality a priority on the workflow, every day.

Designed with
​worldwide expertise

Guestology 2.0 is business methodology created by Vincent Vermeulen, author, customer experience expert and founder of School for Butlers & Hospitality. An innovative institute delivering hospitality programs to the most renowned companies in the world.

McDonalds - Mercedes-Benz - Netjets USA - Banque de Luxembourg - Grand Madison China - Coca-Cola - L'Oreal Paris - Brussels Airlines - Porsche - Debrett's - The Tryall Club (Jamaica) - Raffles Paris - Nymphenburg Residence Munich - KBC - Wyndham hotels and resorts - BMW - Chivas Regal Whisky - Delta Lloyd - Napoleon Games - Jaguar
Sodexo - ISS - Volkswagen - Partena - Brussels Airport - Autogrill - Audi - Van Der Valk Hotels - BNP Paribas Fortis - Thon Hotels - Embassy of the Netherlands -
Ageas - and many more...

FREQUENTLY ASKED QUESTIONS

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DO WE HAVE TO COMPLETE ALL SIX STEPS?

Nothing is mandatory in Guestology 2.0. It is perfectly possible to start with a few steps to test the system. However, to implement hospitality and service throughout the organisation, we do advise to step with the first step.

WILL GUESTOLOGY 2.0 ALLOW MY TEAM TO BE ALIGNED?

Very short answer: that is why we designed it!

WILL THIS BE UNIQUE TO MY ORGANISATION OR RATHER GENERAL FOR ALL?

There probably isn't a system more bespoke than Guestology 2.0. How can it not be? If you take the tried and proven steps, the results are based on your values and vision. It doesn't get more personalised than this.

We also are slightly allergic to vague philosophies and vague expressions that mean nothing. We make it practical, concrete and translate it for everyone in the organisation. If we say that letting a guest precede is a nice gesture, that is exactly what we mean.

IS THIS SIMILAR TO SYSTEMS SUCH AS SIX SIGMA, LEAN AND S5?

No, even better, it completes these systems. Within these systems, Guestology 2.0 can be the addition to infuse a hospitable, warm environment. You could easily state that this is the Six Sigma of customer experience.

CAN OUR ORGANISATION BE GUESTOLOGY 2.0 CERTIFIED AFTERWARDS?

Absolutely. Nothing is better than showing your customers, patients, members or guests what efforts you have been making to offer them a warmer hospitality. Our certification program makes sure your organisation is seen that way.

HOW IS GUESTOLOGY 2.0 DIFFERENT FROM OTHER SYSTEMS?

Simpel, Guestology 2.0 is unique. No other method focusses on implementing hospitality and service in an integrated way. Mostly organisations will be involved in bootcamps or programs that are finite. Guestology 2.0 is infinite and self sustaining. That means the system will update itself.

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RESULTS

Guestology 2.0 provides organisations with practical tools to implement service and hospitality so that teams and customer come together in a more positive way, regardless of the environment.

1 | Clear and concrete

2 | Continuity

​3 | Happy team!

The program adapts itself to your organisation, not the other way around. It doesn't get more personalised than this. Your DNA, your hospitality.

Many CX programs are finite. Not Guestology 2.0 is not. It allows you to autonomously change course if necessary so that customer experience is always top of mind within your team.

Going home more positive at the end of the day because o f the  tools your team can use in customer interaction.