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

Across the EAME network of hotels, ideas and solutions for common challenges could be shared sooner through a dedicated CXM platform. Effort was prioritised towards improvements which achieved the greatest NPS gains.

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