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Home  »  Events  »  Conversations With the CCO  »  Creating a Five Star Customer Culture

Creating a Five Star Customer Culture

Presenter(s): Ica van Eeden
June 23, 2011  |  12:00 pm ET

Download or listen to the audio recording of this event here.

What does a customer-centric culture look like in 5-star resorts? How do you unify this customer experience across 27 disparate properties and 21,000 employees scattered across an entire continent? In 2006 under the guidance of Chief Customer Officer Ica van Eeden, Sun International embarked on a new customer-centric strategy, identifying five key areas of focus:

PERCEPTIONS: Used acclaimed actress and producer Charlize Theron to assist in creating an emotional bond with the brand

INTERACTIONS: 'One Sun'; branding engaged all 27 properties and all 21,000 people to tell them of Sun's new journey and mission

EXPERIENCES: Deployed a group-wide customer touch point initiative aimed at empowering middle management with the tools to engage with front-line

RELATIONSHIPS: Created a group-wide database to provide a single view of the customer across all properties

Guest RELEVANCE: Ensuring Sun 'remembers' certain things around its customer profiles

During this brilliant and fast-paced presentation, Ica shares the amazing success she has had, the challenges she's overcome and some of the big hurdles that await on her very aggressive agenda as Chief Customer Officer.

Cost:  Free


"At SAVO, we are dedicated to our customers' success. We have organized our teams around it, developed programs to promote it, and we measure ourselves based on their success. I look forward to working with other members of the council to explore innovative ways to drive the imperative
of customer success to
the forefront of an
strategic initiatives."

Brian Study
SAVO Group