What We Do
How We Do It
- Guest Experience | view experience
- Customer Research | view experience
- Front Line Training | view experience
- Service Leadership | view experience
- Live Experience Days | view experience
- Coaching | view experience
- Experience Strategies and measurement | view experience
- Conference Speaking | view experience
- Management Briefings | view experience
Our approach
Whats new?
- Do you speak “guest experience” fluently?
Why your language is vital to your Guest Experience Hospitality organisations and customers interact through communication, hence the importance of language in the creation of a good or bad guest experiences. There are so many channels for communicating today, and this creates opportunities and challenges. Some of the challenges I see organisations struggling with are; [...]
- Are you getting emotional with your guests?
The changing role of the hotelier in 2013 The hospitality industry increasingly sits on the front line of customer experience. As the public have become both more sophisticated in how they interact with the brands they choose and more demanding, so delivering a great guest experience becomes even more critical for hoteliers. Hoteliers understand what [...]
- Service Leadership Programme for Harbour Group Hotels
“The whole programme has had an extraordinary effect on the team. Individual Leaders and the team as a whole are stronger and their leadership capacbilities have grown. They utilise and share their learning daily and are driving positive change through their individual properties. Derek has a unique way of “connecting” with all those he is [...]
- Transforming the National Trust Visitor Experience
“This training has had a very positive impact on our visitor experience, our visitors have commented on how friendly, approachable and professional our staff and volunteers are.” Lyn Joplin, Visitor Services Manager The National Trust recognises that the landscape and amenities their venues have to offer are only part of the experience that visitors remember. [...]
- Have we lost the art of hospitality?
In May 2013 I attended the Boutique Hotel Summit in London and a recurring theme through the day was how hotels need to differentiate themselves through the delivery of their guest experience. In the opening keynote speech, Niki Leondakis, CEO of Commune Hotels reminded us that whilst design might bring in the guest for the [...]
- Learning from Customer Experience Leaders
For three years Nunwood have run this comprehensive research, Customer Experience UK Index, which in 2012 reveals these UK companies as being the TOP 10 Customer Experience Leaders. 1. Amazon 2. John Lewis 3. First Direct 4. Lush 5. Ocado 6. M&S Food 7. The Co-operative Bank 8. Green Flag 9. Waitrose 10. Virgin Atlantic Whatever sector you are in, whatever size your organisation and [...]
A few kinds words
“Sidona have been brilliant. They have listened and responded to our requirements, and presented some uncomfortable truths in the most appropriate way. The level of support has been second to none with regular updates and suggestions for different ways to progress. Through working with Sidona we have gained some excellent results and I would not hesitate to recommend them”
