The secret of the stars: when customer experience consulting enhances Gastronomy

Understanding the customer experience in Michelin-starred restaurants

Why do some Michelin-starred restaurants remain engraved in our memories, well beyond the dishes tasted ? The experiences offered by chefs such as Dabiz Muñoz, three-star chef at DiverXO in Madrid, and Stéphanie Le Quellec, two-star chef at La Scène restaurant in Paris, reveal contrasting approaches to magnifying the customer experience. Through their singular universes, they embody two visions of a gastronomy designed to amaze and build loyalty.

The Culinary Adventure: Between Audacity and Harmony

At DiverXO, every meal is a culinary adventure where boldness reigns supreme. Dabiz Muñoz plays on the element of surprise with unique presentations, such as a broth served in a bull's horn, an expression of unbridled creativity that appeals to 69% of Spaniards in search of memorable discoveries (Financial Times, 2025). Conversely, Stéphanie Le Quellec cultivates sobriety and harmony. His creations, of remarkable precision, respond to the desire for refinement and discovery expressed by 47% of French people (Ipsos, 2024). Both approaches reflect a fine understanding of cultural expectations.

Awakening the Senses: Contrast between Intensity and Appeasement

In the sensory world, DiverXO awakens intense emotions with an avant-garde atmosphere and extraordinary flavours, such as sour kimchi ice cream. Dabiz Muñoz thus responds to a growing demand for creativity and renewal (El País, 2025). In contrast, La Scène offers a warm and intimate setting, where each ingredient finds a precise place to provoke a soothing emotion. This vision resonates with the 84% of French people who perceive gastronomy as an art (Ipsos, 2024).

Personalization: Creating a Lasting Connection

Personalization is at the heart of both experiences, although their expressions differ. Dabiz Muñoz subtly adapts his dishes to the preferences of the guests, even within a fixed frame of 18 creations. This flexibility meets Spanish expectations for tailor-made experiences. At La Scène, Stéphanie Le Quellec favours a sincere and authentic relationship with each client, reinforcing their sense of belonging and consideration. Both of these approaches illustrate how every detail counts in building a lasting connection.

The Role of Staff: Dynamism or Discretion?

The role of the staff is also decisive. At DiverXO, the atmosphere is dynamic and sometimes exuberant, carried by a team trained to anticipate and surprise. Stéphanie Le Quellec, on the other hand, relies on a discreet and refined service, where sophistication takes precedence to let the cuisine speak for itself. These choices reflect the respective expectations of the Spaniards, who are looking for an immersive experience, and the French, who are sensitive to elegance and tradition.

A Coherent Vision to Strengthen the Brand

Finally, the coherence between vision and branding consolidates their brand image. Dabiz Muñoz makes DiverXO an uninhibited, avant-garde and daring space, in perfect harmony with its customers' desire for innovation. Stéphanie Le Quellec, on the other hand, anchors La Scène in a sublimated tradition, valuing classic products and techniques. This fidelity to their vision reinforces their credibility and uniqueness.

Digitalization at the service of the Customer Experience

These differences extend into digitalization and attention to the customer journey. DiverXO capitalizes on technological tools to personalize the experience before and during the meal, while La Scène promotes human interaction from the moment of booking, favoring an authentic relationship. Every step is designed to extend the experience beyond the meal, whether it's personalized thanks or exclusive invitations.

Conclusion: Two Branding for Two Types of Customers

Thus, the approaches of Dabiz Muñoz and Stéphanie Le Quellec demonstrate that there is no universal formula for enhancing the customer experience in haute cuisine. One seduces with its audacity and inventiveness, attracting culinary explorers eager for new sensations. The other embodies mastery and elegance, responding to a quest for tradition and perfection. These visions, although different, share the same goal: to captivate the mind and senses to turn each visit into an unforgettable memory. Their ability to meet the specific expectations of their respective clienteles guarantees not only their success, but also their sustainability in the demanding world of haute cuisine.