Stephane Gauthier - Speaker on relation client
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 client relationships in the digital age by developing strategies based on authenticity, satisfaction, and proactive management of client feedback. I emphasize the importance of online reviews, personalization, and client delight. • Employee Engagement: I firmly believe that motivated and fulfilled employees are key to providing memorable client experiences. I work with leaders and HR directors to establish a positive corporate culture, improve conflict management, and foster team alignment around client satisfaction. • Digital Transformation: Drawing on my experience in digitalization within the hospitality sector, I guide companies to turn digital threats into opportunities, whether it’s through review platforms, online distribution, or reputation management. My Conferences and Interventions: Inspire to Act
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I offer a series of conferences aimed at leaders, managers, and employees, focused on reclaiming the client and employee engagement. Some key themes include: 1. Promise Less and Deliver More … or Disappear: How to exceed client expectations in a world saturated with offers. 2. Did Tripadvisor Kill Me? … The Client Saved Me!: Leveraging online reviews to build a solid reputation. 3. Turning a Problem into a Gem: Making client issues an opportunity for loyalty. 4. Happy Staff makes Happy Customer: The direct impact of employee experience on client experience. 5. The 4 New Ps: Think Problem, Not Product: A client-centric approach to innovate and differentiate. 6. Change or Be Changed: The importance of adapting to digital and cultural transformations.
My Journey: An 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 and operational understanding. • Teaching and Transmission: 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 client 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 the Employee at the Heart of Performance
I believe that client satisfaction and employee engagement are the main levers of any sustainable business. My approach is based on the idea that a delighted client 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.
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Frequently asked questions
Which topics does Stephane Gauthier cover as a speaker?
Stephane Gauthier speaks on the following topics: relation client, satisfaction client, management, digital transformation and ereputation.
How do I book Stephane Gauthier for a conference?
To book Stephane Gauthier, contact the Lespeakers agency. An advisor will call you back to scope the event, dates and format.
How much does a conference with Stephane Gauthier cost?
Stephane Gauthier's fees:
- Conference : 6500 €
Booking is handled through Lespeakers.
Which languages does Stephane Gauthier speak on stage?
Stephane Gauthier speaks as speaker in french and english.
Where is Stephane Gauthier based?
Here is where Stephane Gauthier is based: Lyon, France.
What led Stephane Gauthier to become a speaker?
My interventions as CEO of Best Western
Why book Stephane Gauthier rather than another speaker?
Because I have 30 years of experience in the hospitality industry, a sector that is very dependent on customer experience and satisfaction. I was CEO of Best Western France for 11 years and owner-operator of my own hotel for 12 years.
What is Stephane Gauthier's speaking angle?
French English
How does the audience experience a talk by Stephane Gauthier?
They do not notice the time passing
Why do organizers like working with Stephane Gauthier?
Responsiveness, simplicity, complicity
What concrete results can the audience expect after a talk by Stephane Gauthier?
Changing behavior towards external and internal customers with the 2 keys delivered in the conference
His conferences
Deliver WOW experience to your customer and employees or … Disappear !
Who said that customer delight was reserved for BtC?
Certainly not Sfpi Group, an independent industrial group in the building trades, security, heat exchange and air treatment in industry throughout Europe.
Under the impetus of its founding director Henri Morel and its Managing Director Damien CHAUVEINC, this atypical and dynamic group decided several years ago to manage customer satisfaction with the NPS and to make customer culture one of its 4 strategic pillars and this is remarkable for a 100% BtB company.
What a pleasure then for me to be able to share with the sales and marketing managers of all these countries my convictions on customer delight, which also resonate in this environment so far removed from my universe as a hotelier.
Thank you Marie Mathilde Morel, Sophie MOREL, for piloting this Customer Day at NEU-JKF in the machine test room of the same name.
Thank you Andoniaina Rakotoarisoa for the flawless organization of this event bringing together more than 10 different countries.
it's not covid that disrupts you, it's dissatisfied customers
The Covid crisis has accelerated and intensified the demands and behaviors of customers in both B2C and B2B: They are versatile and impatient (immediacy is a must), they want to buy online and can exchange remotely, their problems must be resolved swiftly, they want transparency and trust 'real' reviews, they want to buy fairly and responsibly. How to face these brutal changes? How to continue to delight your customers? How to provoke recommendations and let customers do the marketing for us? In my talk, I provide answers to help companies and brands engage their teams in this new paradigm of this somewhat extraterrestrial customer who remains to be conquered and retained.
Think Problem Not Product
As a speaker, I participate in seminars and conventions on topics such as customer satisfaction, the new behaviors of consumers born from the digitalization of the service economy, the profitability of brands through their e-reputation, and managerial transformation for the development of a customer service culture.
I offer 6 conferences focused on winning back the customer:
☞ Promise Less and Deliver More ... or Disappear ☞ Tripadvisor Killed Me? ... The Customer Saved Me! ☞ Turning a Flaw into a Gem ☞ The 4 New Ps: Think Problem Not Product ☞ Happy Staff makes Happy Customer ☞ Change or Be Changed
Change or Be Changed
I speak at seminars and conventions on topics such as customer satisfaction, the new behaviors of consumers born from the digitalization of the service economy, the profitability of brands through their e-reputation, and managerial transformation for the development of a customer service culture.
I offer 6 conferences around customer reconquest:
☞ Promise Less and Deliver More ... or Disappear ☞ Did Tripadvisor KILL me? ... The customer saved me! ☞ Turning a Problem into a Gem ☞ The 4 New Ps: Think Problem Not Product ☞ Happy Staff makes Happy Customer ☞ Change or Be Changed
Graduated in International General Management from ESSEC, I have been working for 30 years in the fields of Hospitality and service. I managed the Best Western hotel chain for 10 years during a period (2000-2010) of major digital transformation in its profession and industry with the arrival of platforms like Tripadvisor, Booking, and Airbnb.
I am currently a Professor (service marketing, hospitality, revenue management & distribution, web marketing and e-reputation, franchise network management...) in several business schools and universities across France (ESSEC, EM Lyon).
I am also a member of Initiative Conseil with BPI to support growing or repositioning service companies: retail, startups, industrial, banks, insurance, automotive, fashion.
Watch this video: https://www.youtube.com/watch?v=zbjIyjcJTys
Promise Less and Deliver More ... or Disappear
As a speaker, I participate in seminars and conventions on topics such as customer satisfaction, new consumer behaviors born from the digitalization of the service economy, brand profitability through their e-reputation, and managerial transformation for the development of a customer service culture.
I propose 6 conferences around customer reconquest:
☞ Promise Less and Deliver More ... or Disappear ☞ Did Tripadvisor KILL me? ... The customer saved me! ☞ Turning a Problem into a Gem ☞ The 4 New Ps: Think Problem Not Product ☞ Happy Staff makes Happy Customer ☞ Change or Be Changed
Graduated in International General Management from ESSEC, I have been working for 30 years in the fields of Hospitality and service. I led the Best Western hotel chain for 10 years during a period (2000-2010) of major digital transformation in its business and industry with the arrival of platforms like Tripadvisor, Booking, and Airbnb.
I am currently a Professor (service marketing, hospitality, revenue management & distribution, web marketing and e-reputation, franchise network management...) in several business schools and universities across France (ESSEC, EM Lyon).
I am also a member of Initiative Conseil with BPI to support growing or repositioning service companies: retail, startups, industrial, banks, insurance, automotive, fashion.
Finally, I am an entrepreneur and owner-operator of a 25-room hotel in Orléans.