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 situation we walked into.
Full case narrative published with the case edit.
The brief we wrote back.
Full case narrative published with the case edit.
What we built.
Full case narrative published with the case edit.
Five years on.
Brand OS™ Score
5882
Score moved from 58 to 82.Full case narrative published with the case edit.
The argument, in one line.
Full case narrative published with the case edit.
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