Service culture: the key to success

Companies are nowadays more and more aware of the importance of service culture. However, they do not always have the internal skills or resources to improve or sustain it.
The HEC alumni magazine met Claire Bonniol, Managing Director UK and Alexis Grabar (MBA.02), Founding Partner of Académie du Service UK, a company specialized in service culture and customer engagement.

This article was published in the HEC Alumni magazine, Hommes & Commerce, in June 2016.

Can you tell us more about the Académie du Service’s evolution?

Claire Bonniol: In 2004, the “Académie du Service” was launched with a start-up and entrepreneurial spirit. The idea was to offer the opportunity to other companies to benefit from the know-how and expertise of the ACCOR group. The entity rapidly gathered 20 employees and developed a portfolio of 250 customers. More than half of our clients are CAC 40 companies and international companies of different size. Following an MBO in 2011, we became a real self-managed company and an independent entity with 30 consultants based in Paris.

How do you differentiate from traditional consulting and training companies?

Alexis Grabar: The “Académie du Service” has developed a unique business model focused on consulting, training and research to promote service culture at all levels. It is a quite rare and innovative business and research approach in the European market. We can rely on our consultants and trainers, who have developed their service marketing, management & HR skills within the ACCOR Group or other service native companies. While strategic management consultants generally start with concepts and then move to the ground, we consider our customers’ service needs and training expectations from an empirical side. We take what makes the success of service-oriented companies, such as ACCOR Group and other best-in-class, to provide to our customers the best practices to enhance their service culture.

Tags

+ More articles

Serial entrepreneurs: learning from failure
The resilience of a boxer and the ambition of an Alpinist: serial entrepreneurs and learning from failure

In an interactive session of the SME club (by The French Chamber of Great Britain), two entrepreneurs, Sophie Mirman, Founder and Director of Trotters Childrenswear & Accessories, and Alexis Grabar, Founder of AviaMediaTech recounted the triumphs, trials, and tribulations of their respective entrepreneurial journeys. This article was first published in INFO Mag, a publication from […]

Alexis Grabar
Entrepreneurship in action: successful careers

HEC Paris supports entrepreneurship and interviewed two visionaries and HEC graduates: Eric la Bonnardière (M.06) and Alexis Grabar (MBA.02). This article was first published by HEC Paris in September 2015. [Alexis Grabar] Can you briefly describe your background? I am a Franco-American entrepreneur who has been based in London for the past 13 years. I am […]

Private_jets_Avolus
Private jets set Avolus on growth trajectory

This article was published in the INFO Mag, a magazine produced by the French Chamber of Great Britain, in September 2011. Alexis Grabar is fascinated by what makes a company win. He not only enjoys raising money from investors but is skilled at backing winners. One such is his own company, Avolus, a leading player […]

AviaMediaTech

+44(0)20 7585 1841

contact@aviamediatech.com

23 Ascensis Tower, Battersea Reach Juniper Drive, London, SW18 1AY