Service vs. Hospitality Culture


The speeches at a glance

Service Excellence is perfection. Why exactly this perfection bores us, what it has to do with a culture of hospitality and why we want to experience real emotions as customers. 


CX as a competitive advantage: Why is a WOW experience more important today than ever? Why does everyone promise it, and few keep their promise to the customer?  


Service vs. Hospitality Culture: What is the service today? What is the difference between a manifested customer culture? What role does the CEO play in the company? 


6 Elements of the Customer Service Culture: Practical tips for the first implementation in the direction of customer enthusiasm for all participants 


ZDF of the customer: Customer enthusiasm in the age of digitalization, curse, and blessing at the same time? How do we deal with this correctly within the company?



The lecture is particularly suitable for executives in companies and private entrepreneurs.

Company on course for customers


Current keynote: Communication with customers - You will not get anywhere objectively in times of crisis


The lecture at a glance


With solutions for experience management you exceed the expectations of your customers and inspire them sustainably. Every product experience influences the purchase decision.


The nine fields of action of the customer experience: practical examples   from the luxury hotel industry illustrated for your industry and easy to use.


Practical tips for understanding customers: Change in action always begins in the head What does the customer service mind set mean and how do you bring it closer to employees?



Current keynote: Communication with customers - You will not get anywhere objectively in times of crisis

The crisis illustrates how important it is to respond to customers emotionally. Correct communication with the customer today can ensure the survival of the company tomorrow.

What does emotional customer loyalty mean? What can you learn from hospitality, the "people business"?

What do your customers need right now in the crisis?

How authentic should your employees appear to the customer?

What is the difference between an open feedback window and a complaints portal?

What does your entrepreneurial future concept look like and where does the customer stand?


Successful communication: This is how you will be understood by the customer and come

Personal and individual service - how do I score points with customers

Customer service culture vs. Structure and processes

Lateral service as a model that works in agile systems.

Role of your employees in creating a unique customer experience

Win customers for a lifetime


The lecture is particularly suitable for managers in companies, family businesses and teams with customer contact.

We tune Customer Experience

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