We are full steam ahead!
We started up the fourth business project in our professional career, tCd was born officially on February the 14th 2017 and the truth is that the market acceptance has been incredible so far.
Among several interesting projects that we have in the pipeline I can already confirm one that is particularly exciting.
Meliá Hotels Int. contacted us to make use of our experience as Event Organizers. tCd will be helping Meliá MICE Hotels strive to achieve excellence in their services and customer experience. We will be working closely with their event management teams.
And so we got to work, starting with the definition and structure of the service. The project is led by the HR Department of Meliá España.
The first step was in July, meeting the Chain management, 13 people from different teams working on the MICE client segmentation for Meliá and their brand promise.
It was a four hour intense exercise of collective thinking where we worked with empathy maps and design thinking techniques.
Next steps will be in September when we will go through internal processes, visits to some of the MICE hotels samples in order to understand their teams´ needs. Later on we will design the structure and content for the following training that will begin at some point in October.
The project counts with the participation of 20 hotels of the Chain within the national geography. We will give two days training per hotel to go through the life of an enquiry and the interaction moments with the client, reviewing excellence procedures to be implemented in order to impact the improvement of the customer experience.
This project will also be about detecting the internal talent and the creation of teams called "Conference Ambassadors" who will be our transformation leaders in the hotels.
They will always be focused on preventing excellence from faltering. This team of leaders will be trained in innovation and the industry´s latest trends on an ongoing basis, every 3 months.
The Creative Dots aims to work hand in hand with professionals in relation to the organization of events for improving the customer experience, constantly evolving towards an excellent level of service.
Enjoy a well-deserved summer break!
Written by: Ángeles Moreno