Dominique Rouffet, Air France

"I savoured every episode – as one would savour a rare delicacy or treat."

Dominique Rouffet, Customer Culture Manager for Long Haul Experience - Air France

 

The eMovie Learning® – "You make Luxury come true" – a source of delight and energy

 

I will always associate the summer of 2015 with my e-movie training "You make Luxury come true".


I savoured every episode – as one would savour a rare delicacy or treat. The testimonials from experts (some of them well known, others less so), the storyline of the mini-series and its actors, as well as exchanges with the community of learners, were both exciting and enlightening. Since 2011, Customer Experience / Luxury Attitude have been providing advice and assistance to Air France with the airline’s Caring Attitude programme.

 

And now these training modules are an opportunity to revisit and gain further in-depth knowledge of concepts such as The Brand Promise, Functional Experience vs. Emotional Experience, The 3 Dimensions of Service, The “On” & “Off” concept, Personalisation, The Meaning of Gestures, A Journey in Words and Gift vs. Debt. We piloted the training in our CDG Business lounges. The benefits are two-fold – not only does it give all employees the opportunity to consider their own added value – there is also the pleasure factor. Pleasure creating sustainable bonds with Clients and pleasure derived from the process itself. For managers keen to align objectives, this is a wonderful tool in that it helps foster deeper understanding of Luxury codes and the quest for excellence. 



 

“The gift creates a debt” … I can hardly wait to discover the next episode… 



 

With my most sincere thanks and looking forward to seeing you soon,

 

Dominique Rouffet
Customer Culture Manager for Long Haul Experience - Air France