Former head of Best Western France, Stéphane Gauthier shows how to turn customer experience into loyalty, advocacy and growth. His approach directly connects customers, employees and commercial performance.
For more than 30 years, Stéphane Gauthier has supported companies in service businesses, customer relations and commercial performance. His guiding question is simple: what turns an ordinary customer into an advocate?
For almost ten years at the head of Best Western France, Stéphane Gauthier experienced one of the hospitality industry's most disruptive transformations. TripAdvisor, Booking and digital platforms changed the rules: customers gained a public voice and brand reputations became transparent. This shaped a core conviction: companies can no longer control what customers say, but they can influence what customers experience.
For Stéphane Gauthier, a merely satisfied customer is no longer enough. The goal is to create an experience strong enough to generate preference, loyalty and recommendation. Every interaction becomes a "moment of truth".
It is impossible to delight customers sustainably with disengaged employees. Stéphane Gauthier advocates a true symmetry of attention: taking care of the people who deliver the experience so that they can, in turn, take care of the customer.
Stéphane Gauthier does not treat customer experience as a purely marketing topic. He links it directly to growth, pricing, retention, sales performance and value creation.
Satisfying customers is no longer enough. You have to give them a reason to talk about you.
Practical talks designed to turn customer experience into loyalty, advocacy and performance while aligning employees, management and brand promise.
Turn experience into advocacy
A satisfied customer may come back. A delighted customer talks about you. Stéphane Gauthier shows how to go beyond satisfaction and create memorable experiences that generate loyalty, preference and advocacy.
Create proof, not promises
Every company promises excellence. Few actually deliver it. Differentiation no longer happens in marketing claims but in the experience customers truly live. Stéphane Gauthier helps companies close the gap between what they promise and what they deliver.
Customer experience starts from within
Engaged employees create engaged customers. Companies can invest in tools, processes and technology, but if teams are not on board, the customer experience will not follow. Stéphane Gauthier puts employees back at the heart of a customer-focused culture.
Understand before you persuade
In a complex sale, the person who understands the chessboard best gains the advantage. Decision-makers, influencers, allies and opponents: Stéphane Gauthier uses his Chessboard Method to decode customer organisations and regain control of complex B2B sales.
The more technology advances, the more the human factor matters
When every company has access to the same technologies, where does differentiation still come from? AI agents, conversational engines and automation are transforming discovery, purchasing and customer relationships. Yet differentiation still relies on what technology struggles to reproduce: trust, emotion, authenticity and relationship quality.
Stéphane Gauthier speaks at the key moments where people, performance and impact matter.
Formats adaptable to your goals and context.
A unique experience serving strong, useful messages.
Discover Stéphane Gauthier in action on digital reputation, employee engagement, service transformation and customer-centric culture.
03:01
Stéphane Gauthier shows how listening to and managing customer reviews can strengthen reputation, improve service and support growth.
02:51
Why does customer experience start with employees? Stéphane Gauthier explains the direct link between internal engagement and external performance.
02:26
Drawing on his experience in hospitality, Stéphane Gauthier shows how trust, consistency and service quality can make digital transformation a success.
04:25
Think problem rather than product, trust employees and turn satisfaction into advocacy: the keys to a genuine customer-centric culture.
02:51
Stéphane Gauthier shows how transparency, service quality and advocacy can help companies sell more, sell better and stand out over the long term.
Our team helps you craft a tailored intervention, aligned with your goals and your audience.