Travel & Hospitality

No matter where from or where to, successful travel brands require two items to be optimised: personal connection, and efficiency. Going back to basics, a higher-cost service must, by definition, go the extra mile.

Travel and hospitality is not about the how, but the why and how well. Brand strength comes from perceived and actual satisfaction from future and prior clients respectively. It’s vital to communicate the relevance and humanity of your brand in an industry all about people.

At the same time, managers contend with higher costs and lower margins–especially with airlines or hotels. Ask: What can we cross-sell? What are the need gaps we’ve yet to identify? What client-centric ideas could set our brand apart?

How we guide you

  1. Delve into the desires and pain points of your target consumers
  2. Evaluate the strength of your brand’s story
  3. Guide your next service proposition to market
  4. Refine your existing products and services
Case Study

Identifying the Preferences of
Long-Haul Travellers


Our client wanted to determine what attracts long-haul travellers to choose business class offers. 


We facilitated in-depth discussions with select business class passengers of long-haul flights from Thailand or Indonesia to North America to identify need gaps and opportunities. 


We advised our client to implement design changes to their current business class offering and redevelop their premium economy service in line with most world-class carriers.

Case Study

Innovation Opportunities for a
National Tourism Board


Our client wanted to identify the top pain points in the hospitality industry, which could be effectively addressed through high-touch, automated solutions. 


We facilitated brainstorming sessions among key personnel in hotel operations, from client service to housekeeping to IT and engineering. In-depth interviews were also conducted to gain top management’s perspective on the issues. Qualitative research surveys were of key importance as the central goal remained ideation. 


We initiated a long-term study to determine the bottom-line cost savings for those hotels which launched automated solutions, relative to those that continued to use manpower.