Inspire
Delighting Customers by Delivering More
When a mission-critical digital screen, stored in our client’s warehouse in Rhode Island, experienced a technical issue that threatened an upcoming client event, our Creative Technology Director took an unexpected approach. A licensed pilot, he flew himself to the facility and personally repaired the equipment, ensuring our global telecommunications client’s event would proceed seamlessly. This moment exemplifies what author and restaurateur Will Guidara calls “unreasonable hospitality” in his recent New York Times bestseller by the same name. Guidara worked at the helm of some of New York City’s most celebrated fine dining restaurants. Under his leadership, Eleven Madison Park was named the Best Restaurant in the World in 2017.
At BNO, where we partner with global enterprises solving humanity’s most pressing challenges, Guidara’s principles deeply resonate with our approach to client partnerships and going beyond conventional service. As an agency devoted to delivering exceptional customer experience, members of our leadership team weighed in on a few of Guidara’s key insights.
“Excellence requires intentionality,” writes Guidara about delivering personalized service. At BNO, this aligns with our practice of discovering what matters most to each client. “When we began working with a pharmacy benefit management client, we saw beyond their packed schedules to understand their deeper needs,” shares Christine Sainato, VP of Client Engagement. “Our agile team transformed challenges into opportunities—proactively solving problems and becoming the ‘fun part of their day.’ This attention to their underlying needs built the kind of trust that defines true partnership.”
Empowered to create solutions
For brands navigating unprecedented market disruption, agility and decisive action matter. When Sheri Wachenheim, Senior Director of Public Relations, recognized a healthcare technology client’s complex product launch need, she leveraged BNO’s nimble structure to exceed expectations. “We were able to quickly reimagine their launch strategy, developing a two-part plan that maximized visibility. Our empowered team made real-time decisions throughout the campaign, delivering outstanding press coverage and industry recognition.”
Innovation in every moment
Matt Pfluger, VP of Strategy and Client Engagement, demonstrates how creative problem-solving elevates client partnerships. “For our global telecommunications client’s events, technical excellence is just the beginning. We look for unexpected ways to enhance their experience because we understand the tremendous equity in their brand. When equipment issues threatened an event, we transformed a potential setback into a demonstration of our unwavering commitment to their success.”
Building lasting connections
Guidara describes presence as “caring so much about what you’re doing that you stop caring about everything you need to do next.” This mirrors BNO’s expertise in creating emotional connections between brands and their customers. Through frameworks like ACXelerate™, we help clients crystallize and express their value propositions in moments that matter.
To find out how we can apply our hospitality principles to serve your organization’s unique needs, contact us. Let’s explore how this approach could help your brand succeed in today’s competitive landscape.