1. A briefing marked by special attention
White Glove
A briefing marked by special attention

2. Customer at the center of everything you do
White is considered the most elegant color of clothing, given that any imperfection will immediately show up. “White glove test” is being able to run a gloved finger across a surface without a speck of dirt blemishing them.
Customer
Differential
Personal
Complete
Customer at the center of everything you do
Who I am
What is whiteglove?
White glove: Briefing context
Three characteristics: personal, complete, and deferential. To make it happen: Customer at the center of everything you do
Great service --- but white glove? Key accounts, criteria?
When, how, this is how you differentiate?

3. Customer Journey Keeping the momentum Briefing planning
Hotel/Flight reservation
Airport arrival/ Hotel registration
Transportation
Branding/ Customization
Catering
Keeping the momentum
WOW/AHA moments/ Social activities

4. There is no substitution to relevance.
Briefing planning
Making it personal
LinkedIn
Annual summary
Account insights
Have the customer as part of the briefing planning process.
It’s not about us. We mean it!
Why? Why? Why? Why? Why?
Business Value Framework
There is no substitution to relevance.
Making it personal (LinkedIn, annual summary, account insights).
There is no substitution to relevance.
Have the customer as part of the briefing planning process.
It’s not about us. We mean it!
Why? Why? Why? Why? Why?
Business Value Framework

5. Concierge services Hotel booking/ reservations Airport transfers
Transportation and logistics
Express immigration services

6. Branding and customization
Consider EVERYTHING in your center
Parking lot, reception, screens, demos, common areas, music, doors, etc.
Consider ALL senses
Music, scent
What will move the needle?
Do we have other customers in the center?
* Answer the question!!!

7. Partnering with your team Thriving for excellence requires inspection
Catering
All senses matter
Regional awareness
Partnering with your team
Thriving for excellence requires inspection
“Is not what you expect, is what you inspect”
- Meg Whitman
“This was the best food I have ever had”
- Customer quote
Use case: Nestle
Garage Dinner

8. WOW/AHA moments Emotional connection Storytelling
Examples: UPS, Texas Children's Hospital.
Hotel room gift drops.
Offsite activities

9. Governance and momentum

10. Unleash creativity Double down in execution
Process
How far in advance?

11. Thank you