Confident travel

 

SITUATION

Fairfield enjoyed a wealth of knowledge about how to drive loyalty through customer service, but needed to better activate it among people on the front line.

MANDATE FOR CHANGE

Create practical and memorable “Service Spotlights” to optimize the guest experience at moments of truth.

  • Insight research
  • Brand positioning
  • Moments That Matter workshop

OUTCOMES

18

Moments That Matter

6

Service Spotlights

1

common understanding of the brand

Deployed

across 1,200 hotels worldwide through structured train-the-trainer learning

Agency: Publicis BOS Group

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BRAND

Reimagining brands to speak to future markets and opportunities.

INNOVATION

Solving for pain points before people know how to articulate them.