Marketing is the price you pay for being unmemorable
The fast acceleration in digital transformation created a more competitive business landscape, with easy access to information, substitute products, and newly defined customer expectations. Qualitative products and operational excellence are no longer differentiators in the eyes of consumers, leading to a need for customer-centric cultures to drive long-term sustainable growth.
Values
Collaboration
Excellence
Ambition
We recognize that collaboration is key to achieving extraordinary results. By working together, sharing ideas, and leveraging diverse perspectives, we can develop innovative solutions that drive business success.
Excellence is more than a goal; it's a continuous journey. We are dedicated to delivering the highest standards in everything we do, from the quality of our services to the outcomes we achieve for our clients.
Ambition fuels our passion and drives us to achieve more. We are constantly pushing the boundaries, seeking new opportunities, and striving to be leaders in our field.
Human-Centric
At the heart of our approach is a commitment to being people-centric. We believe that the success of any business is built on the satisfaction and engagement of both its customers and employees.
Timeline
2009
2020
2021
2022
2025
The beginning of a ten-year career at the Ritz-Carlton hotel company
Start of a decade-long career at The Ritz-Carlton Hotel Company, marked by successful enhancements in customer retention, employee engagement, and financial growth across four continents.
Business Mentor
Business Mentor at Mass Challenge, an international start-up accelerator based in CH
Business Mentor at Incub&Co, a Swiss start-up incubator founded in partnership with Business School Lausanne
Partnership with BeCustomerSmart - Smart technology to increase customer engagement and loyalty.
Business Mentor at Incub&Co, a Swiss start-up incubator founded in partnership with Business School Lausanne
Partnership with BeCustomerSmart - Smart technology to increase customer engagement and loyalty.
TEDx Speaker
Selected to speak at TEDxSHMS on the theme “Lessons from the Past”. Shared a talk titled “Human-Centric Problem-Handling: How to Turn a Dissatisfied Customer into a Brand Promoter”, drawing on personal Ritz-Carlton experience and years of CX consulting.
ODI Consultant for High-Tech Manufacturing (Semiconductor Sector) Partnered with a leading semiconductor manufacturing company in Europe using the Outcome-Driven Innovation methodology. Guided market managers in identifying underserved customer needs and building a roadmap for solution development.
ODI Consultant for High-Tech Manufacturing (Semiconductor Sector) Partnered with a leading semiconductor manufacturing company in Europe using the Outcome-Driven Innovation methodology. Guided market managers in identifying underserved customer needs and building a roadmap for solution development.
Creation of BY Excellence
Ranked Top-10 most innovative customer experience startup by eu-startup.com, an initiative launched by the European Commission
Entered the top 10 most innovative startups
2023
Arrival to Lausanne & start of my MBA in Entrepreneurship & Business Transformation at the Business School Lausanne
Partnership with various Hospitality & Business schools
Creating and delivering courses on Luxury, Customer Experience & Loyalty, and Entrepreneurship, equipping students with invaluable insights into real-world business dynamics, and fostering entrepreneurial thinking.
Led high-impact workshops and experiential learning journeys for the Ministry of Tourism of Saudi Arabia, training professionals from luxury hospitality brands as part of Vision 2030. Blended classroom teaching with immersive travel to China to shift mindsets toward customer-centric leadership and service innovation.
Strategic Advisor to Swiss Private Banks
Delivered customized service excellence programs focused on customer loyalty, cross-departmental collaboration, and luxury service adaptation in the context of increasing digital disruption in private banking.
Strategic Advisor to Swiss Private Banks
Delivered customized service excellence programs focused on customer loyalty, cross-departmental collaboration, and luxury service adaptation in the context of increasing digital disruption in private banking.
International Thought Leader in Customer-Centric Cultures
2024
Facts
Improved customer experience
Lower customer acquisition costs
Improved financial performance
Innovation and business growth
Focus on exceptional customer experiences leads to higher satisfaction and loyalty.
Loyal customers make repeat purchases, become brand advocates, and drive long-term revenue growth.
Loyal customers make repeat purchases, become brand advocates, and drive long-term revenue growth.
Loyal customers who advocate for the brand through word-of-mouth marketing can help lower customer acquisition costs
Increased loyalty, retention, and referrals boost financial performance.
Higher revenues and reduced costs from churn and acquisition strengthen bottom-line results.
Higher revenues and reduced costs from churn and acquisition strengthen bottom-line results.
Understanding customer preferences and pain points provides insights for innovation.
Customer feedback drives the development of products/services tailored to their needs, increasing success rates.
Customer feedback drives the development of products/services tailored to their needs, increasing success rates.
92%
55%
60%
5
times more expensive
BY Excellence NPS Score.
Customer-centric businesses achieve a 55% higher rate of customer retention (Oracle).
Customer-centric companies are 60% more profitable compared to companies that are not focused on the customer.
Acquiring a new customer can cost 5 times more than retaining an existing customer (Invesp, 2019).
Services
Comprehensive Customer Experience Audits
- Thorough evaluation of current customer service practices and culture.
- Analysis of every customer touchpoint to identify strengths and areas for improvement.
- Detailed reports with actionable insights to enhance customer satisfaction and loyalty.
- Lays the foundation for a more customer-centric approach, positioning you to meet evolving expectations.
quality audit
professional training
workshops for practical training
Strategic consulting
Empowering Your Team Through Expert Training
- Training programs designed to equip employees with skills for delivering exceptional customer service.
- Tailored sessions covering topics like customer engagement and handling difficult situations.
- Fosters a deep understanding of customer-centric principles, boosting confidence and competence.
- Prepares staff to meet customer needs, enhancing overall satisfaction and loyalty.
quality audit
professional training
workshops for practical training
Strategic consulting
Services
Interactive Workshops for Hands-On Learning
- Immersive workshops with practical exercises and real-world scenarios.
- Encourages collaboration, creativity, and critical thinking to solve customer service challenges.
- Role-playing, group discussions, and problem-solving activities help internalize customer-centric strategies.
- Offers insights and skills for immediate and long-term improvements in customer experience and customer loyalty
quality audit
professional training
workshops for practical training
Strategic consulting
Services
Strategic Consulting for Sustainable Customer-Centric Transformation
- Tailored consulting services to guide your organization towards a customer-centric culture.
- Collaborates with leadership to develop strategies aligning with business goals and customer needs.
- Expertise in cultural change, process improvements, and technology integration.
- Ensures every aspect of the business focuses on delivering exceptional customer experiences.
- Drives growth and competitive advantage through sustainable, customer-focused transformation.
quality audit
professional training
workshops for practical training
Strategic consulting
Services
Successfully implemented projects
Customers are satisfied and share their feedback
Fabrice Leone
Yannick is a true professional when it comes to motivational speaking. I was also impressed by his ability to adapt to his audience and customer requirements. His impressive career in luxury customer service and customer engagement is brilliantly reflected in his inspiring speeches and trainings. The whole team was very happy to take advantage of Yannick's advice and coaching.
Deputy Head of Global Assest at Lombard Odier
Shanna Maietti
Yannick’s expertise, infectious enthusiasm and determination to push everyone to reach their full potential make him an invaluable mentor in the field of business development and customer loyalty. Yannick doesn't just teach, he inspires and guides his clients with passion and professionalism, helping them to succeed and excel in their projects.
Company Founder
Rushandri
Thank you so much for making each class an enjoyable and enriching experience. I really enjoyed your classes and shall remember your valuable feedback. your enthusiasm while teaching was surely what made each learning bit fun.
Student