Hi, my name is AlainI learned customer-centricity the hard way.
For over 30 years, my teams have affected the experience of over 500 million customers worldwide. We’ve worked with over 30 brands and reached over a million stakeholders. Creating hundreds of millions in value. And many more smiles 🙂. Today, I help leaders like you to build customer momentum by returning to the essence of customer-centricity. |
What clients typically achieve with meExecutives call me if they want a straight-talking, hands-on sparring partner to level up today's and tomorrow's customer experience. I help you bring back the conversation to the first principles of customer-centric excellence:
👉 Differentiation: a unique customer experience that noticeably sets your business apart with customers and distribution partners; 👉 Engagement: a working environment where it's easy and enjoyable to focus on the customer; 👉 Innovation: experience formats and concepts that address tomorrow’s needs, instead of yesterday's pain points; |
Since 2006 we have regularly helped Lexus reinvent the luxury automotive experience. The brand's programmes have raised the industry's bar in Europe, LATAM, the Middle East and Asia and drove continuous growth.
In late 2021, we helped the company with a Journey of Inspiration to start its next experiential design drive. |
When the insurance giant Generali Group decided to establish new customer experience standards, they aimed for more than merely 'meeting expectations'.
So after reviewing global customer voice data and looking at key consumer trends we worked with a global, cross-functional team of experience champions to define a clear Generali difference at every stage of the customer relationship. Thus creating a platform for short- and long-term differentiation. |
To enter its next phase of growth and increase customer loyalty, we helped the global beauty and wellness company Oriflame create a set of customer promises that would truly differentiate it from any direct sales company on the planet.
We are currently assisting the different functions and markets to turn these promises into 'customer noticeable' activities. |
Triggered by a strong societal need, we dug deep into what Gen X consumer needs to reimagine the Western funeral for more meaning, sustainability and mental health.
The concept experience that ensued is currently developed into a series of micro-ventures that can transform key elements of death care. |
How we can partnerTypically organisations work with me in one of four ways.
👉 EXECUTIVE SPARRING: Where I help you figure out your smartest next move.
👉 INSPIRATION: Keynotes and masterclasses to help you explore 'what's next'. 👉 ADVISORY: Where I roll up my sleeves to work with you and your teams (or bring my experts). 👉 CO-VENTURING: Where we bring to market innovations that disrupt your industry. |
“The most critical success factor for customer momentum is GOESTING.” |