Travel & Hospitality
No matter the destination or origin, successful travel brands must excel in two key areas: personal connection and efficiency. At its core, a higher-cost service is defined by its ability to consistently go the extra mile.
Travel and hospitality are not just about the “how” but the “why” and “how well.” Brand strength is built on the perceived satisfaction of future clients and the actual satisfaction of prior ones. Communicating your brand’s relevance and humanity is vital in an industry centered around people.
Meanwhile, managers face challenges like rising costs and shrinking margins, particularly in airlines and hotels. Key questions to consider: What can we cross-sell? What unmet needs can we address? What client-centric innovations can differentiate our brand?
How we guide you
- Delve into the desires and pain points of your target consumers
- Evaluate the strength of your brand’s story
- Guide your next service proposition to market
- Refine your existing products and services
Identifying the Preferences of
Long-Haul Travellers
Objective
Our client sought to understand what motivates long-haul travelers to choose business class offerings.
Approach
We conducted in-depth discussions with selected business class passengers on long-haul flights from Thailand and Indonesia to North America, uncovering need gaps and opportunities for improvement.
Impact
Our insights guided the client to implement design enhancements to their current business class offering and to redevelop their premium economy service to align with the standards of world-class carriers.
Innovation Opportunities for a
National Tourism Board
Objective
Our client sought to identify key pain points in the hospitality industry that could be addressed with high-touch, automated solutions.
Approach
We facilitated brainstorming sessions with hotel operations personnel, including client service, housekeeping, IT, and engineering teams. Additionally, in-depth interviews with top management provided strategic insights into these challenges. Qualitative research surveys played a pivotal role, as the focus was on generating innovative ideas.
Impact
We initiated a long-term study to evaluate the cost savings achieved by hotels implementing automated solutions compared to those relying solely on manpower, providing valuable data to guide future decisions.
Facing a business challenge? Schedule a confidential discussion with our consultants today.
