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theDifference Consulting


Reinventing the Customer Experience


A hospitality group was falling behind competitors in experience offerings. They had many tactics to explore but no strategy to guide them. This created a reactive culture and prevented them from innovating.


We convened their executive leadership in a Design Forum to reconnect with their core purpose and vision as a method to develop a framework to help them make strategic choices about experience rather than chasing the competition through singular tactics.


The session resulted in an outline for a strategic framework and an implementation roadmap to realize the framework over the next 6 months.  


The framework enabled the executive leadership team to provide a clear direction for customer experience  and to distinguish themselves from competition by identifying new relationship, technology, customer experience and service products.