Selina Hotels

Whether you’re a digital nomad, family on vacation, adventurous backpacker, or surfer looking for paradise, you’ve come to the right place. Participate in the complete ecosystem of Selina: stay, eat, work, surf, explore, and find a deeper connection with the world. Meet your tribe when you stay with Selina! Selina wants to redesign hospitality. Together with the team of Selina we’ve designed the Selina Experience Blueprint as a compass to create consistently memorable guest experiences…

Tommy Hilfiger Retail

Since it’s debut in 1985, the Tommy Hilfiger Group has become a multimillion dollar apparel and retail company. Great products deserve a great service. Tommy Europe desired to train all customer facing staff in delivering a distinguishing, and enthusiastic experience inspired by the Reverse Philosophy . Start Reverse trained several Tommy employees to become incompany trainers and developed a casting concept, after which Tommy could independently roll out within Tommy Hilfiger headquarters and retail stores.

WorldHotels Collection

Worldhotels initiated the “Start with Why” program, a cooperation with Performance Solutions. Based on our Reverse Thinking and Engineering philosophy, “Start with Why” digs into the DNA of each hotel, to unearth their specific identity and motivation. In workshops the hotels define their WHY and discuss their desired customer experience, the emotions and moments the hotels want their customers to have when staying at their hotel.

Mazda Motors

Mazda wanted to transition from a technologically strong company to a company with a truly distinctive customer experience. Mazda said: “We deliver cars with fantastic technology. But we forgot about marketing and now the world doesn’t know about the cars we make.” With the program, Mazda intended to increase car sales, increase revenue in after sales and to persuade foreign brand drivers to drive Mazda…

IKEA Japan

Together with IKEA, Start Reverse took the time to really understand the IKEA model. And think about how the brand could fit within the Japanese customer culture. We scanned the retail landscape in Tokyo, and combined this with insights from interviews with customers and staff. This research resulted in the ‘Customer 1st!’ program, which was rolled out in IKEA stores throughout Japan.

citizenM

CitizenM Hotels offers an alternative hospitality experience to the mobile citizen, who are done waiting for services that they don’t need. Check-in is automated, and you don’t need a password for the wifi. But moreover, citizenM wants to differentiate in its customer service. citizenM hotels desires to offer a level of guest service unknown in the hospitality industry. They have 7 hotels in Europe and New York and are expanding quickly.

Decathlon

Decathlon has been founded in 1976 in Lille, France. Since then it has expanded to numerous other countries such as the UK, Belgium, France, and the Netherlands. It is a fast growing retail company with well organized processes and promising financial results. However, they noticed that their Customer Experience could use some improvement. Mystery visit results showed the urgency to improve the service level of employees. Decathlon Netherlands aims to train all their staff to make the customer experience leading in behavior, company culture and leadership in the 11 stores in the Netherlands.