Supporting the development of a new uniform
When a global airline decided it was time to update their iconic uniform, the pressure was on to replace it with a worthy successor. We worked with them to engage their 30,000+ uniform-wearing colleagues in the process of defining the new design brief, developing the design, and trialling the new uniform in an operational context. We applied a mix of research tools through-out, reflecting the diverse nature of those colleagues involved, ranging from cabin crew to engineers. The result was a new uniform optimised to deliver against the specific needs of each community, and designed to stand the test of time and establish itself as a new icon.
Creating a new Customer Relationship tracker for a leading travel brand
We were approached by a leading travel and hospitality brand to re-think their approach to loyalty measurement. We began with a full review of their previous trackers and outputs, customer journey mapping, and senior stakeholder interviews, to establish priorities and expectations for the new research programme. By immersing ourselves in their business, and their unique requirements, we were able to deliver a new bespoke tracker, giving them relevant and actionable insight into their performance across key relationship pillars. Subsequently, we further embedded the programme into their business by developing a composite relationship measure, commercial share measures, loyalty segments, and loyalty drivers.
Launching a new online community for a hospitality brand
In what was a first for this brand, we launched and managed an online community for a leading hospitality brand. Composed of frequent customers, it was initially conceived as an innovation platform, but quickly became an indispensable part of their research toolkit, accommodating research on everything from concept development to comms testing. Ultimately, it transcended the online domain, evolving into a tool for offline customer engagement and colleague engagement exercises.