Concierge services, the cornerstone of the Customer Experience!

One of the many advantages of owning a premium bank card is access to the concierge service, included with the card. Some people don't think about it enough, others don't dare, but above all, many don't know that they have access to it free of charge, 24/7!

And yet, this service offers 3 major benefits: significant time-saving, the peace of mind of being taken care of, and breakdown assistance in case of need (assistance and insurance). Add to this a privileged relationship and greatly simplified access (WhatsApp, e-mail, tel, etc.), and the result is an undeniable loyalty-building lever that brands (and not just banking institutions) have long understood.

A case in point is Air France's latest initiative, which launches #Air France Conciergerie at CDG airport, including the following services:

• Greeting at the meeting point.
• Accompaniment to the baggage drop-off counter.
• Facilitated passage through security checkpoints.
• Accompaniment to boarding gates.

Simplified access for even more efficient service. 

“Concierge services know no boundaries,” clarifies Caroline Kaye, VP Communications EMEA at John Paul. “The vast majority of requests remain simple and immediate, but are always an important moment for our customers: a cab, a hotel, a bouquet, a restaurant...”. A privileged moment not to be missed. Like private banks, concierge services still retain an elitist image reserved for a certain clientele. However, concierge services are now more widely available than ever, particularly in the banking sector, where they are offered to all premium cardholders. 

Nevertheless, more and more customers are requesting these services. Why is this so? “Since Covid, we've been looking for a genuine, non-dematerialized quality service that can respond effectively to everyday requests. The search for a genuine “relational link with the brand” is the key to Customer Experience. While the Internet - in its early days - made it possible to find solutions quickly, the multiplication of offers and platforms is now the main obstacle to research. Too many offers and the difficulty of making the right choice. The need for advice, recommendations and expertise has resumed its essential role. It was at this point that requests became more recurrent, such as the organization of family vacations or special events (birthdays, weddings, etc.).

“Being at your service is in our DNA”. 

Depending on the type of bank card (more or less premium), concierge services are not the same (e.g.: access only from 8am to 9pm or 24/24) and privileges vary. All concierges, however, share the common goal of “simplifying the daily lives of cardholders by saving them time and finding solutions that suit them”, says Caroline. This is achieved through attentive listening, a perfect understanding of customer expectations and the speed of execution inherent in John Paul's commitment to excellence.

In addition to this personalized assistance service (by telephone but also by WhatsApp, website or email...), premium bank cardholders can also take advantage of status benefits (upgrade, VIP welcome, complimentary glass of champagne...), financial benefits (discounts negotiated with partners) or even invitations to exclusive events (Masterclass with a Michelin-starred chef, visit to a previously unseen venue usually closed to the public...) and trendy newsletters.

Banking players are well aware of this. Concierge services are a must, and a powerful driver of satisfaction thanks to the emotions they generate and the sense of attachment they create. “At John Paul, we're committed to providing an ‘extra touch’ for every request. The in-depth knowledge of our Members, the discretion and elegance of our service set us apart”. The partnership between concierge services and banking institutions has a long history and is here to stay. While other sectors are willing to try their hand at completing their service offering (real estate, automotive, etc.), our aim remains the same: to support all our customers on a day-to-day basis.