June 2022

ROVE Hotels is not just different from their surroundings, they are unique! By embracing and showing this to their guests, it is the start of becoming a game changer. ROVE Hotels was craving for a Guest Experience Program based on the brand core values and standards. Finding the right people that fit the concept and […]

260 locations, all with an aligned guest experience. How we did it? Back in 2015, our client and friend, Le Pain Quotidien(LPQ) approached us with a challenge. “Help us develop a distinguishing and consistent guest experience for every restaurant, every region, every country and for every new restaurant we will open. Resulting in a transformation

Bringing customer experience to a new level by training from within. Co-workers, store managers and ambassadors are all going for gold! Over the last years, shopping has shifted more and more into online shopping. This requires a lot more flexibility from the staff to get used to the new changes. Also more commitment in the

In control of the coolest customer journey? We created the IKEA JAPAN experience roadmap. IKEA Japan had a problem. Its customers demanded a much higher standard of service than is usual in other countries/ markets. The IKEA-model is heavily based on self-service in retail, and requires people to do most of the shopping themselves. Competitors

A breakthrough in customer experience, meant starting the engines in their own culture. We guided MAZDA Europe throughout this incredible journey. Next to amazing car design, the success of MAZDA is to a great extent depending on what customers experience at the dealers. Raising the (experience) bar within the dealer community, needed to start with

A strong brand that carries a ‘blue heart’ in everything she does. We started Reverse and asked WHY? KLM wanted to boost their passenger experience and become the best European network carrier. What we did? The Reverse Blueprint aka “Experience Compass”, was brought to life by means of an Immersion & Activation Program with: Brand