Embracing Change in the Hospitality Industry

Situation

Our hospitality client needed to make significant changes to improve their brand positioning. The challenge lay not only in changing customer perceptions, but also in getting their franchisees to understand how the new brand strategy would benefit them and why they should invest financially.

Action

We determined the critical touch points and strategy for the brand and developed a comprehensive program including communications to gain buy in with over 20 unique audiences, in depth training,  employee rewards and a company rallying cry. Finally a robust and actionable measurement index helped our client monitor success.

Result

Within nine months, customer satisfaction scores had improved over 20%. Furthermore, internal commitment and engagement scores showed that over 85% agreed
 with the changes.