Stéphane Gauthier focused the whole of his career on the world of tourism, marketing, the impact of customer satisfaction and the digitalisation.
After 10 years of experience in Marketing and commercial functionss in an independent hotel and chain hotel (Sepad and Holiday Inn), Stéphane integrates Best Western France in 1999 as sales and Marketing director. In November 2002, he became General manager of Best Western France, and fills several Functions :
-Definition and application of the strategic plan at 3 years of Best Western France
-Management and organization of the Co-operative and its two subsidiaries (100 collaborateurs)
-Compliance of the network with the Best Western quality Charter
-Brand development in France and Morocco
-Development of the CA of the reservation center and the loyalty club
For 12 years as head of the Best Western France Cooperative Network, he has accumulated several other functions:
-Manager of Best Western Voyages (subsidiary travel Agency)
-Director of Proachat (subsidiary of suppliers for hoteliers)
-member of the Global IT and Marketing Committee
Holder of a Master General management of the ESSEC International, Stéphane Gauthier focused the whole of his career on the world of tourism, hotels, marketing and the Internet.
He is now Speaker at seminars on topics linking the impact of customer satisfaction with the profitability of brands and the consequences of digitalisation and plateformisation in the world of services.
He also is
Stéphane Gauthier is interested in the companies and sectors of services that undergo digitalisation and are attacked by new web players or linking platforms (sharing economy). The world of tourism and hospitality had to deal very early with these phenomena related to the digital revolution and therefore developed alternative strategies to evolve their offer and keep their market share. The tracks followed in the hotel industry are easy to understand and transposable in any other service sector.
The digitalisation of the economy of services obliges all brands to build a communication 4.0 or they must manage the voice of the client on the Internet. E-Reputation management then becomes a major issue to generate skilled traffic and convert customers on the Internet or in outlets.
Customer satisfaction is therefore at the heart of the stakes in a virtual world but it is the satisfied customer creating the positive world of mouth ear that is the best vehicle for communicating brands.
The economy of services must reinvent the whole chain of value to focus on the well-being and satisfaction of these customers at all points of contact. Brands must be transparent, agile and sincere in their commitment and must surprise their client by promising them less and delivering more. It is at this price that customers will then make marketing of the signs by disseminating on the Web the good recommendations on sites dedicated to the collection and dissemination of opinions on line.
E-trader Agile, authentic and champion of customer satisfaction, and if it was the winning recipe for tomorrow's services.