Stephane Gauthier

Delight your clients and collaborators ... or disappear!

I am an expert in client and employee transformation, with deep expertise in hospitality, services, and digital transition management. My work is based on three pillars: inspiring conferences, strategic consulting, and operational coaching. My goal is to help companies place customer experience and employee engagement at the heart of their strategy to gain credibility, retain their clients, and stand out in a world where word-of-mouth and recommendations have become essential. My Approach: Combining Strategic Vision and Pragmatism • Client Transformation: I assist companies in rethinking their customer relationships in the digital age by developing strategies based on authenticity, satisfaction, and proactive management of customer feedback. I emphasize the importance of online reviews, personalization, and customer delight. • Employee Engagement: I firmly believe that motivated and fulfilled employees are the key to providing memorable customer experiences. I work with leaders and HR directors to establish a positive corporate culture, improve conflict management, and foster team alignment around customer satisfaction. • Digital Transformation: Drawing on my experience in digitalization within the hospitality sector, I guide companies to turn digital threats into opportunities, whether it involves review platforms, online distribution, or reputation management. My Conferences and Interventions: Inspire to Act I offer a series of conferences aimed at leaders, managers, and employees, focused on reclaiming the customer and employee engagement. Some key themes include: 1. Promise Less and Deliver More … or Disappear: How to exceed customer expectations in a world saturated with offers. 2. Tripadvisor killed me? … The Client Saved Me!: Leveraging online reviews to build a solid reputation. 3. Transforming a Problem into an Opportunity: Turning customer issues into loyalty opportunities. 4. Happy Staff makes Happy Customer: The direct impact of employee experience on customer experience. 5. The 4 New Ps: Think Problem, Not Product: A customer-centric approach to innovate and differentiate. 6. Change or Be Changed: The importance of adapting to digital and cultural transformations. My Journey: Experience at the Service of Excellence • Leadership in Hospitality: I led Best Western France for 10 years during the digital revolution of platforms (2000-2010), and I was the owner-operator of an independent hotel for 11 years. This dual experience allows me to combine strategic vision with operational understanding. • Teaching and Knowledge Transfer: A professor at ESSEC and EM Lyon until 2020, I trained generations of professionals in service marketing, franchise management, e-reputation, and digital transformation. • Supporting Companies: As an APM expert and coach for Kestio, I advise growing or repositioning companies to align their customer and employee strategies with their performance objectives. • Mediation in Companies: Certified in mediation, I help HR directors and managers resolve conflicts and strengthen team cohesion. My Philosophy: The Client and Employee at the Heart of Performance I believe that customer satisfaction and employee engagement are the main levers of any sustainable business. My approach is based on the idea that a delighted customer and fulfilled employees enable better sales, greater loyalty, and a stronger brand reputation. Through a clear strategy and concrete actions, I turn these ideas into tangible results for companies. Whether through conferences, consulting, or coaching, I strive to share pragmatic and inspiring solutions tailored to each organization.