Philippe Clarinval #DESIGNtoCHANGE PODcast ONstage with Ruud Janssen

Meet Philippe Clarinval https://www.linkedin.com/in/clarinval/ , General Manager of one of Europe's oldest 5 star grand hotels in Basel Switzerland; the Grand Hotel Les Trois Rois (https://www.lestroisrois.com/en). In this #DESIGNtoCHANGE episode he speaks face to face with Ruud Janssen (https://www.linkedin.com/in/ruudwjanssen/) on how transactional to transformational leadership, along with a strong internal purpose-led culture, can have a major impact in shaping the consumer-facing experience. They explained that everything is in the detail. It is all about creating those memorable moments and how consistency from the purpose to the consumer experience can drive service excellence. Many lessons to learn from the experiences of a veteran hotelier who operates at the highest levels of integrity and values driven leadership himself. A treat to speak to a dear friend for over 2 decades since meeting at the Cornell General Managers Program in 2005. For Philippe, who is also a member of Forbes Business Council as well as a coach and mentor, the definition of hospitality is simple: ‘It means being able to give without counting in such a way that every moment becomes meaningful.’ Philippe’s unique leadership approach has made him successful in every endeavor thanks to his belief that people, purpose, and a solid company culture make strategies work. Below are his brief answers to the Questions from the Worksheet on page 46 & 47 of the #DESIGNtoCHANGE book: How do you involve others in the change you design for? -> I try to get them to voice their perception of the vision or where we should be in the future. Then work with them to formulate the steps in between. Designing the journey depends on where we want to go and how our values match. How do the events you design become markers of change in your organisation? -> by defining the entry behaviors and the desired behaviors and how the stakeholders are aligned. How do you have that conversation with your event owner? -> in a trusting environment, stimulating the prefrontal cortex. I would ask them to be candid and openminded. How do you enable them to express their vision? -> by being trusting How do you enable them to connect the vision to the event story? -> by trying to have a shared language and understanding where we come from and where we want to get. How do you articulate the value it creates ? -> by defining the deltas. #HORIZONSofCHANGE #ExperienceDesign #EventDesign #Empathy #values