Story · Hospitality
How a heritage hotel group rebuilt its service blueprint and recovered NPS in a season.
Engineered the five-second moments. Rewrote the employee narrative. The brand the consumer actually receives.
- Engagement
- Experience
- Duration
- 6 months
- Score change
- 58 → 82
- Lead consultant
- Dr. Sabira Nalakath
The diagnostic
Full case narrative published with the case edit.
The decision
Full case narrative published with the case edit.
The deployment
Full case narrative published with the case edit.
The result
Brand OS™ Score
5882
Score moved from 58 to 82.Full case narrative published with the case edit.
What we learned
Full case narrative published with the case edit.
Start here