Some companies just get it. The other day I was invited to a meeting that took place at the CitizenM Amsterdam City Centre Hotel. Have you ever been there? I was really surprised about my experience there…
What struck me from the very first moment on, was the authentic and welcoming approach of the people working there. I walked in and didn’t quite know where to go, but co-worker Andrea noticed me looking around and asked if she could help me find whom I was looking for. Positive surprise!
A week before a friend of mine also told me about this CitizenM hotel and now I definitely understand why he is a raving fan. During my stay they kept on surprising me. Before I left I had a chat with Andrea again and asked her how they manage to give their customers such a great experience and keep on surprising them?
She explained to me how CitizenM was developed and how they shook up the whole hospitality industry, which is the meaning of a Game Changer. When designing the hotel they decided to start with the most important people for their business, the guest. Also the way the hotel is designed, built and how they use technology is very innovative. And they also have a very different approach on their human resources. The reason Andrea works for CitizenM is because she was casted for who she is, not because of what she can do or her resume.
‘It easy to work for this brand because we live the same values and I can truly be myself’, Andrea says. ‘Everything we do, we do it with full focus on the guest. Even our salaries are linked to the guest satisfaction scores. My only task is to make sure the guest leaves the hotel happy. We are empowered to ensure they will!’
Do you want to learn more about CitizenM, other game changers and customer experience? Buy the book Reverse by André Wiringa. Do you want to become an Experience STAR yourself? Read about our STAR Program. You can even become a Certified STAR Facilitator to help your team or clients to “up” their Customer Experience!
The Scottish Hotel Design Award 2011
Best New Hotel of the Year 2011
Best Hotel Concept
Best Innovative Concept in Midscale Hotels
The European Hotel Design of the Year Award
The Innovation Award
The Technology Award
The Graphic Design Award
Number 4 best new business hotel
The World’s 100 Best Hotels 2009
Number 26 of the World’s Best Hotel
Best Hotel Design in Mid-range Hotels
Best Guestrooms/Suites Design in Mid-range Hotels
Best Public Space Design in Mid-range Hotel
Best Business Hotels 2009
The World’s 50 Most Stylish Business Hotels
10th Anniversary Special
The World’s Best New Hotels
Trendiest Hotel in the World 2011
Trendiest Hotel in the World 2010
Best hotel in social media
Cutting-edge boutique hotel