CASE STUDIES

Luxury travel tours

Region: USA / Europe

Client Background & Challenges

The client offers travel experiences in luxury settings with guided excursions at major tourist destinations. The main objective of this mission was to look at cruise operations and identify key areas of improvement to make the existing experience even better. The company wanted to remain at the top of its market, at the same time improving operational efficiency.

Solution

  • We mapped the full customer journey and identified painpoints and areas of improvement.

  • A guest service blueprint map was developed to better understand all customer touchpoints together with the desired service levels and products for each.

  • Several service audits were conducted by our consultants.

  • We created a service delivery brandbook, including the full HR cycle for typical employees who had to deliver the brand promise.

Achievements & Value for the Client


A report with recommendations was made, among which:

  • Improvements in the pre-travel, travel and post-travel information.

  • Develop a new concept for a select restaurant run by the client.

  • A comprehensive HR set of guidelines effectively creates the HR strategy for the group.

  • Improved sales and guest repeat business thanks to more consistency in the delivery of the services

  • Improved staff loyalty.