In his TED Talk titled "From Frustration to Devotion: The Art of Customer-Centric Problem-Handling," Yannick Bouyidou draws from his experience at The Ritz-Carlton and beyond to transform the way we think about customer complaints. With clarity and heart, he challenges the traditional solution-first approach, advocating instead for authentic emotional connection, empathy, and thoughtful follow-through. Bouyidou shares a powerful three-step framework that shows how even the most negative experiences can become defining moments of brand devotion. A must-hear for anyone who believes great service isn’t just about fixing problems—it’s about creating relationships.TEDxSHMS March 2025 hosted at Swiss Hotel Management SchoolThis talk was given at a TEDx event using the TED conference format but independently organized by a local community. Learn more at https://www.ted.com/tedx Yannick Bouyidou is a hospitality expert and entrepreneur based in Lausanne, Switzerland. With nearly 15 years at The Ritz-Carlton across four continents, he led initiatives in guest experience, employee training, and service excellence. He later founded BY Excellence Sàrl, advising companies and governments—most notably contributing to Saudi Arabia’s Vision 2030 tourism project. Yannick is also a lecturer at institutions like César Ritz Colleges and Business School Lausanne, where he teaches luxury and customer loyalty. In 2025, he spoke at TEDxSHMS on “The Art of Customer First,” sharing insights on transforming customer frustration into loyalty through service innovation. This talk was given at a TEDx event using the TED conference format but independently organized by a local community. Learn more at https://www.ted.com/tedx