Châteauform the home of seminars (A): Creating an outstanding customer experience – from good to great
Châteauform, a European provider of venues for company meetings, training events and workshops, was founded in 1996 by Jacques Horovitz, a marketing professor and international consultant. After observing how poorly hotels and event organizers catered to the needs of corporate customers, Jacques felt there was an opportunity to differentiate by designing and delivering all the elements that would transform an average company event into a unique and memorable experience. Since its inception, Châteauform has experienced double-digit growth every year (with the exception of 2009). By the beginning of 2013, it managed 37 sites, served clients in seven European countries and employed 865 people. Case (A), together with a PowerPoint slide deck and video supplements, examines Châteauform’s innovative business model, which allowed it to outsmart the competition and achieve rapid and sustained growth in a commoditized service industry. It investigates how Châteauform elevates an average, or “good enough,” customer experience “from good to great,” i.e. “from vanilla to wow” and truly delights customers. Case (B) provides an up-to-date overview of the key challenges Châteauform has faced since 2009, with many European countries in recession. It allows participants to (a) review the strategic decisions management has taken so far in order to respond to the economic downturn and (b) discuss future avenues for maintaining growth in a difficult environment.
Châteauform’, Travel and Leisure, Hotels and Restaurants
2013
Cranfield University
Wharley End Beds MK43 0JR, UK
Tel +44 (0)1234 750903
Email [email protected]
Harvard Business School Publishing
60 Harvard Way, Boston MA 02163, USA
Tel (800) 545-7685 Tel (617)-783-7600
Fax (617) 783-7666
Email [email protected]
NUCB Business School
1-3-1 Nishiki Naka
Nagoya Aichi, Japan 460-0003
Tel +81 52 20 38 111
Email [email protected]
IMD retains all proprietary interests in its case studies and notes. Without prior written permission, IMD cases and notes may not be reproduced, used, translated, included in books or other publications, distributed in any form or by any means, stored in a database or in other retrieval systems. For additional copyright information related to case studies, please contact Case Services.
Research Information & Knowledge Hub for additional information on IMD publications
- Châteauform the home of seminars (A): Creating an outstanding customer experience – from good to great
- Châteauform the home of seminars (B): Navigating the economic crisis and preparing for the future
- Châteauform the home of seminars (A): Creating an outstanding customer experience – from good to great
- Châteauform the home of seminars (B): Navigating the economic crisis and preparing for the future
Case reference: IMD-5-0788 ©2013
Research Information & Knowledge Hub for additional information on IMD publications
Case reference: IMD-5-0799 ©2013
Research Information & Knowledge Hub for additional information on IMD publications
As campaign disasters at Apple, Bud Light, and Jaguar demonstrate, boards shy away from marketing oversight at their peril.
BARCELONA, JANUARY 2023. What started in 2016 as a humble entrepreneurial attempt to contribute to a more sustainable future had turned into a solid eyewear brand present in major Western markets. François van den Abeele was even more excited by t...
Consumer preferences are increasingly favoring brands with a strong local identity. The reasons for this trend include environmental concerns and challenges in our fast-paced, interconnected world. Global crises -- such as the COVID-19 pandemic, c...
More than 80% of purchases are made by women. But reaching, interacting with, and converting female consumers is a challenge for most companies. You can get through the maze of marketing to women by using these four guidelines.
The case study delves into strategic transformation and leadership transitions at Unilever since 2009. Unilever has been an industry leader of business sustainability. Paul Polman was a pioneer who introduced the idea that, by addressing social an...
Leading Chinese companies are preparing to take advantage of exposure and opportunities as top sponsors and suppliers to the UEFA EURO 2024 Men’s Soccer Tournament (Euro 24) — played by European teams thousands of kilometers away from China.
Marketing campaigns for sustainable offerings often fail, leaving businesses with products that do not sell. How can companies reach customers more effectively?
Nespresso, the global leading brand in portioned coffee, is facing an existential threat. The company’s current market base, which consists primarily of aging consumers, is likely to decline in the medium to long term. To compensate for the certai...
Chris Tung is President of Strategic Development at Chinese e-commerce multinational Alibaba Group. He tells Amit Joshi how the company is integrating AI to optimize its customer experience.
Chris Tung is President of Strategic Development at Alibaba Group, a Chinese multinational specializing in e-commerce, retail, and technology. He tells Amit Joshi how the company is integrating AI to optimize its customer experience.
in I by IMD 28 January 2025
Research Information & Knowledge Hub for additional information on IMD publications
Research Information & Knowledge Hub for additional information on IMD publications
in FamilyBusiness.org 28 October 2024
Research Information & Knowledge Hub for additional information on IMD publications
in I by IMD 17 October 2024
Research Information & Knowledge Hub for additional information on IMD publications
Research Information & Knowledge Hub for additional information on IMD publications
Research Information & Knowledge Hub for additional information on IMD publications
Research Information & Knowledge Hub for additional information on IMD publications
Research Information & Knowledge Hub for additional information on IMD publications
Research Information & Knowledge Hub for additional information on IMD publications
Research Information & Knowledge Hub for additional information on IMD publications