Carlson Rezidor

We helped the hospitality giant Carlson Rezidor embed a culture of using guest feedback to shape its business decision making.

The challenge

Develop a CX strategy to help the Carlson Rezidor hotel group achieve its ambitious NPS target.

The solution

With a limited resource client side, we had to prioritise the activities which would gain stakeholder support and deliver results quickest. We built a target operating model to achieve this which focussed on improving collection and usage of customer feedback insights. As well as how to efficiently optimise the resources of the hotels rather than rely on scarce head office resource to act upon them.

The results

The brand councils and regional directors approved the guest experience programme to roll out across EMEA. A series of activities followed which has put NPS top of mind across hotels and is driving business performance.

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