Customer Experience Innovation for a 5-star Global Hotel Chain

Creating consistently exceptional guest service standards globally

Challenge:

Pathfinder was engaged by a global 5-star hotel chain, who operate some of the world’s preeminent luxury hotels from London, Paris, Milan to Beverly Hills. We were asked to better understand the guest experience across the chain and how it impacted customer loyalty. A global brand positioning was an additional deliverable for this engagement.

Result:

• Extensive property audits, as well as in-depth Immersion Workshops with luxury customers and prospects in five global markets revealed that service is the #1 driver of loyalty in the 5-star hotel category.
• Customer Touch Point analysis and a review of the CRM strategy revealed many key “magic moments” before, during and after a hotel stay that influence the customer experience, future visits, and positive word of mouth on Trip Advisor.
• Recommendations for a new customer experience model and global positioning were implemented based on a culture of luxury for these “iconic hotels in iconic places” delivering the best guest experience in the industry.
• Tracking of customer engagement metrics has revealed significant improvement in the customer experience in key Touch Points across the chain, including guest satisfaction, and willingness to visit these 5-star properties in the future.