Our Work
We were charged with developing and rolling out a branded customer experience program and employee value proposition for a newly acquired collection of remote wilderness lodges.
01
Defining The Brand Promise
After reviewing the market and understanding the expectations of existing guests and the future market potential for the collection, we developed a compelling Brand Promise of "A Warm Welcome in Wild Places".
02
Developing the Customer Experience
We started with a deep dive into guest feedback that clarified the moments that matter and the key pain points. The team then collaborated closely with the People and Culture leaders and the on-property teams to develop a comprehensive brand playbook that seamlessly integrated branded service standards with the employee value proposition.
03
The Results
Within 6 months of the rollout of the Brand Playbook, NPS increased by 10 points, front line employee engagement jumped by 33% and room revenue grew 36% YOY.