Customer Experience
Have you ever had a bad customer feedback ?
What is the culture of your customers ? Do you put the customer at the center of your concerns ?
A customer disappointment, a bad experience can make everything in a company change: lower revenues, less competitiveness, but also a greater investment to compensate for the negative impact generated.
The Leader is the driver of his organization, his role is to lead teams towards excellence.
Build a team in which each member has the responsibility and ambition to deliver a unique experience to customers.
Act daily to create added value.
Customers who have a great experience will not hesitate to spend more money, buy more often, recommend it, and become a true voice for your organization.
Do you think your teams create inspiring experiences, experiences that your customers will actually remember?
Do they use best practices? Have you already detected the sources of customer dissatisfaction in your organization?
Based on my leadership experience of more than 28 years, I will stand by their side, as a co-driver, to guide them towards the path to excellence.
Race intensity
In a dynamic of exchanges and interactions, participants will go behind the scenes of motorsport.
They will experiment with motorsport culture and draw parallels with customer service focused on excellence.
They will work hand in hand, learn to develop a common discourse and a set of tools to put innovation and satisfaction at the center of service.
Find out how to put the customer at the center of their concerns with the «P-ROAD» method.
The finish line
The goal : to create a common energy and motivation.
In a process of continuous improvement, all employees must commit to the culture of service and excellence. They will place the customer at the center of their know-how.
The objectives of the race
- Create "WOW" service experiences to inspire your customers, energize your team, and transform your organization.
- Exceed expectations to retain customers and increase the reputation of your service
- Take your service to the next level and unleash excellence in your organization.
Race Reward
- Build loyalty and build a strong connection by creating value at every stage of the customer journey.
- Increase your revenue and increase your market share.
- Stand out by providing your customers with a unique experience.
- Create a sustainable advantage to distance your competitors in a sustainable way.
Recommended Audiences
- Customer Service
- Luxury universe
- Sales & Marketing
- Customer Quality Department
- Annual Business Leaders Meetings
- Business Associations
Motivation
Have you ever experienced engine failure?
The Leader is the driver of his organization, his role is to lead the teams to victory.
But nothing would be possible without motivation.
Motivation is a balance between the energy of the team, its operational application and the internal engine of each employee.
The driver must constantly evaluate, listen and find the right dose of motivation to always be in pole position on the track.
Do you really know your employees, their deep desires?
Do you think that the motivation of your employees is in the appointment within your organization ?
Are they using the right amount of energy to advance as a team ?
Have you detected any demotivating factors in your team ?
Do you know the cause ?
Race intensity
In a dynamic of exchanges and interactions, participants will go behind the scenes of motorsport.
They will experiment with the parallel between the collective practice of motorsport and teamwork.
How are managers accountable to their employees to move forward based on the « P-ROAD » method?
The finish line
- Encourage participants to use concrete techniques to understand and motivate their teams.
- Choose the right approach for each individual according to their engine type.
The objectives of the race
- Know how to recognize the motor type (personality, aptitudes, skills and functioning) of your employees.
- Create bonds and harmony among employees to boost team spirit.
- Learn to value the work of teams and encourage them with a positive influence.
Race Reward
- Increase motivation and sense of belonging to a group.
- Give confidence to better prepare teams for tomorrow's challenges and increase initiatives.
- Federate teams through effective transversal communication.
Recommended Audiences
- Team leader, first level of management
- Managers
- Senior Management
- Annual Meetings
- Business associations
- Institutions such as Chamber of Commerce, CPME, MEDEF...
Leadership
Have you ever taken the wrong direction ?
The Leader is the driver of his organization, his role is to lead the teams to victory.
He must be permanently on the starting blocks, always be at the head of the race to distance the competitors and take first place on the podium.
Acting with efficiency and determination is a real added value, especially in an ever-changing economic and social context.
Do you think your organization's leaders have chosen the right path ?
Are they using the right speed to get there ?
Did they choose the right strategy ?
Have you seen your organization's potential drivers ?
Based on my experience as a leader of more than 27 years, I will be by his side, as a co-driver, to guide him to the finish line.
Race intensity
In a dynamic of exchanges and interactions, participants will go behind the scenes of motorsport.
They will discover that the talent of the driver alone cannot lead to victory. Performance on the track is above all the result of teamwork.
How should the leader overcome challenges and recover to move forward based on the « P-ROAD » method?
The finish line
The goal : to inspire participants, push them to use concrete techniques to move in the right direction with influence, charisma and determination.
The objectives of the race
- Demonstrate active listening and communication to mobilize teams.
- Listen to your employees' internal engine to better understand them and increase performance.
- Know how to recognize the work of the teams and encourage them with a positive influence.
Race Reward
- Increase motivation and sense of belonging to a group to improve performance and well-being at work.
- Give confidence to better prepare teams to guide them in the right direction.
- Use multiple collective intelligences: emotional, situational, to achieve your goals as a team.
- Increase customer satisfaction and increase productivity.
Recommended Audiences
- Team leader, first level of management
- Managers
- Senior Management
- Annual Meetings
- Business associations
- Institutions such as Chamber of Commerce, CPME, MEDEF...
We had Marta as co-presenter at the 18th edition of the Fête de l'Entreprise and what a pleasure!
A real professionalism and a super dynamism on stage.
She knew how to make this event prestigious.
The history of the CPME du Rhône, its wishes, the progress and the company festival organized by our newspaper, is an old story. A story that deserved to continue while writing a new page, looking for a new dynamism, a new rhythm.
This goal was achieved this year with this page rewritten in January 2023 with the help of Marta Pardo. His knowledge of the local economic fabric, his mastery of the scene and the topics discussed contributed to the success of this event, which brought together 2,200 local economic and political decision-makers at the Halle Tony-Garnier in Lyon at the end of January. The Rhône company festival thus remained the most important economic event of the year.
Marta does an incredible job of transmitting to our students with enthusiasm, professionalism and elegance her know-how and experience in the field of luxury in the hotel and restaurant industry. Thanks to her interactive interventions, students can apply the different techniques and approaches daily with excellence. Thanks to Marta for her dynamism and motivation towards the teams
The interim group of Ras had the opportunity to work with Marta Pardo, for the training of their status in the hotel and restaurant industry for 2 days. It is activated to operationally introduce the professions: office worker, waiter, cleaning lady, cook, receptionist with good practices. And finally, she became a hotel manager to explain to our staff, expecting a manager versus a service provider. A true win/win partnership.
On several occasions we have asked Marta Pardo to be the master of ceremonies of the closing night of the festival, and we have always been surprised by her commitment to our structure, our partners, but also to the public. She was able to animate these ceremonies with talent and professionalism to the delight of all participants.
It was an honor to collaborate with Marta. She brought a uniqueness and energy that made all the difference. Thanks to her professionalism and listening, she co-hosted with actor Alexandre Philippe the various nights of the FIFH awards ceremony in an exceptional way.
I highly recommend Marta for a successful performance with a touch of humanity, generosity and enthusiasm, and look forward to collaborating with her again.
I had the pleasure of sharing the stage with Marta in October 2018, during a conference at the Mercure Château Perrache hotel, when we shared our common passion for customer experience and how to thrive in a company by putting employees and customers at the heart of the company, everything we do.
Marta's energy and passion are contagious and I hope to organize our next event soon.
With a rich professional experience in our work environment, Marta Pardo shares her experience with great passion and generosity!
Marta intervened during our seminar to share, through her inspiring experience, her conception of the notions of interpersonal skills, know-how and customer service. Beyond their incredible dynamism, the whole team was marked by the clarity of their speech supported by concrete examples easily extrapolated to their daily lives and the challenges they face. Marta knew how to install with optimism the necessary impulse to surpass herself on a day-to-day basis, internally and externally.