Matthew Dixon, General Manager of one of London’s newest award-winning luxury properties, Corinthia Hotel London, was a featured speaker at a Luxury Marketing Council (LMC) event held at Haworth on September 12 in New York City.
NEW YORK – According to LMC Founder & Chairman, Gregory J. Furman, Mr. Matthew Dixon gave one of the most compelling presentations on customer service in the 18-year history of The Luxury Marketing Council: “An Exploration of How Best Luxury Brands ‘Surprise and Delight’ Their Best Customers.”
The presentation consisted of many insightful perspectives on customer service and the importance of moving from a vision of customer service to inspiring employees to embrace and deliver that vision: creating a culture where “Yes!” is the only reply to customer requests and human warmth is implicit in every interchange.
Furman added, “At a time when American Express Publishing research shows customer service sadly to be at an all-time, historical low, Matthew Dixon was a breath of fresh air to the rave reviews of Luxury Marketing Council members attending.”
Since its opening 16 months ago, Corinthia Hotels’ flagship property in London has created quite a buzz in that city’s hotel scene. The 294-room property boasts the largest rooms in London at 485 ft², whilst the pioneering ESPA Life at Corinthia, spread over four floors, is fast becoming a destination in itself for health and wellness. However, it was when Corinthia Hotel London unveiled in February 2012, its exquisite and individually themed collection of seven penthouses, each two stories with their own terrace views of the iconic sights of London, that the hotel became a real game changer in the city’s luxury accommodation scene.
The audience of luxury brand executives learned that much credit for the five-star property’s success, in addition to its authenticity, luxurious product and location, was due to its “dedication to the craftsmanship of care and personalized service.” Mr Dixon further noted, “This service-oriented culture is the vision and philosophy of Corinthia Hotels’ Founder and Chairman, Alfred Pisani.”
Mr Dixon also defined modern luxury as “time well spent” and noted that Corinthia Hotel London has initiated the first and only 24 hour check in policy in London. Other time savers for Corinthia guests include ESPA Life Rush Hour Treatments with two therapists, Daniel Galvin Salon’s 15-minute blow dry and unpacking and packing service.
Matthew Dixon was joined on the panel at the Luxury Marketing Council event by David Cohen, CEO, The I-Grace Company; Doug Gollan, Editor-in-Chief, Elite Traveler; C.J. O’Donnell, Marketing Manager, Lincoln Group; Jon Omer, VP of Marketing, DeWitt America; and Ricky Sitomer, CEO, BlueStar Jets.
Vicky is the co-founder of TravelDailyNews Media Network where she is the Editor-in Chief. She is also responsible for the daily operation and the financial policy. She holds a Bachelor's degree in Tourism Business Administration from the Technical University of Athens and a Master in Business Administration (MBA) from the University of Wales.
She has many years of both academic and industrial experience within the travel industry. She has written/edited numerous articles in various tourism magazines.
