I believe in deep listening and proactive engagement to understand high-value clients. We don’t just rely on surveys or feedback forms—we build ongoing conversations. Personalized Check-ins: Instead of generic emails, we hop on calls or quick chats to understand evolving needs. Data-Driven Insights: Tracking patterns in past interactions helps predict future preferences. Community Engagement: Exclusive webinars, closed groups, or roundtables let clients share insights naturally. Unique Approach? Reverse feedback loops! Instead of just asking clients what they need, we share industry trends tailored to them and gauge their reactions. It’s a game-changer! Understanding clients isn’t about collecting data—it’s about building trust.

Short term Strategy: feed your CRM or the system with information. Mid term Strategy: Organize and ensure information is accessible, and more importantly, understood by every team member. Do not overload the system with useless data using your own and unique « team tongue ». Long term Strategies: Keep memory of precious guests’ information as vivid as possible. That implies training your staff to a degree of service awareness so that they always get the good reflexes of retaining the right information, and to sharing it with others that would need it at of stage of your guest journey when in-house. Take also good care of « veterans », especially when departing for another adventure because until’ then they are the memory of the Hotel.

I’d use personalized surveys, direct feedback sessions, and data analytics to understand their preferences. Building strong relationships and tracking engagement patterns also provide valuable insights.

Personalised Discovery Sessions play a key, be it Quarterly & Annual Reviews Data-Driven Approach by integrating past project performance insights with strategic discussions. Executive-Level Workshops & Roundtables to align on priorities and co-create solutions. Voice of the Customer (VoC) Initiatives Implement structured feedback loops using surveys, interviews, and NPS scores. Relationship-Based Insights Gathering, being a strategic advisors, and not endup as a vendor partner Technology-Enabled Insights offering real-time dashboards for transparency on performance metrics. Identify digital solutions to enhance their core banking services for Banking-as-a-Service (BaaS) & Fintech Integrations.

High-value clients with unique needs are a gift wrapped in complexity. The key is active listening, personalized solutions, and staying a step ahead. Build trust through small wins, and they’ll reward you with loyalty. Think of it like tailoring a suit—off-the-rack won’t cut it!