Guest Experience Strategy

Through our extensive network across the luxury market we are able to offer insights into the preferences & habits of the hardest-to-reach audiences. By working with the end customers and their handlers we bring meaningful and honest insights to help our clients understand & engage with their customers.

Our “fresh pair of eyes” approach means we can bring a new perspective to any guest experience product or service. Our freehand reporting leaves us to work beyond the usual quality assurance methodologies, offering deep insights to help management teams champion team successes and spotlight areas of growth.

We have the luxury of viewing every project through the guest experience lens. As such we are experts at curating a guest journey that will take in every touchpoint and offer on-brand moments of difference at each. We help to elevate every stage of a guest journey and to create moments of true connection.

Our approach is to define the quality standards that are expected of guest-facing teams, training those teams to deliver and then monitoring the reality through quality assurance programmes to ensure consistency across teams, locations and seasons.