We can’t do what we do without immersing ourselves in the culture of and experiences offered by your business. You won’t find us sitting at a desk generating generic algorithms or cookie-cutter reports. Instead, we visit your location – in person – to learn, to observe, and to walk in your staff and customers’ shoes. For insight on where your business is meeting its brand promises – and where you are risking negative reviews through brand misalignment – we offer a number of key services.
Initial engagement
This sets the foundation for all upcoming work and includes the following:
- Research on your digital footprint, including analysis of your online reviews and Google and Bing search analytics.
- A Brand Discovery workshop – a comprehensive session where we work with you to learn all about your company and brand, looking at your history, current situation, and desired future state. We learn about your customers and employees: what’s working well and what’s already on the radar for improvement. We conclude with an exercise in identifying the emotions you wish your customers and employees to feel whenever they interact with your organization.
Onsite Inspection
The onsite visit is the heart of our service. During our five-day assessment, we analyze hundreds of brand touchpoints in customer service and facilities. The onsite visit includes the following:
- Onsite analysis of your facilities, including building exterior and grounds, entrance and lobby, elevators, lounges, bathrooms, hallways, restaurants and bars, kitchens, swimming pool(s) and recreation areas, fitness facilities, business facilities, staff areas, and as many guest rooms as possible
- Onsite analysis of customer service in areas including front desk, valet, reception, concierge, restaurant and bar, room service, cleaning, and management
- Onsite “undercover” conversations with customers about their experiences
- Onsite “undercover” conversations with staff about their experiences
- “On the street” conversations about your reputation and any experiences with your business
- In-person, 1-on-1 staff and customer interviews
- Online staff and customer survey
- Analysis of digital and physical marketing, including your logo, written language, website, brochures, posters, ads, and social media sites
- Review of opportunities for your company to garner strategic Trip Advisor reviews
Reporting & training
After our onsite visit, we create an in-depth report on our experiences – the positive, brand-building ones as well as the touchpoints in need of fixing and realignment. We identify and create a prioritized, actionable list of touchpoints that are at odds with your promised experience and train your staff to be able to recognize and proactively address similar issues in future.
We provide the following:
- Web-based touchpoint realignment recommendations with ticketing system
- Follow-up stakeholder meeting to address questions and discuss action plan
- Staff touchpoint realignment recommendations presentation
- Brand training for key stakeholders and staff
- New staff onboarding brand ambassador training
- Scheduled follow-up meetings to ensure touchpoint realignment is on track and any new issues are addressed
- Framed certificate of completion.
CUSTOMER RETENTION IS ONE OF THE MOST IMPACTFUL THINGS YOUR BRAND CAN DO FOR ITS BOTTOM LINE.
Visual identity analysis
Together, your logo, website, and other marketing materials contribute to how your company is perceived by your customers and employees. We ensure that the impression you’re giving is the one you intended. We assess your visual identity and related materials and help point you in the right direction.
Our services include the following:
- Brand “sliders.” If your visual brand needs updating, this guided exercise explores how you want to be portrayed. We plot your desired impression by asking questions such as, “Are you modern or traditional?” or, “Are you elite or democratic?”. Brand slider results are a tool you can use to provide clear and precise feedback when communicating about design.
- Detailed moodboard recommendations. Based on the results of the brand slider exercise, we create moodboards with a suggested direction for your visual brand. It includes recommendations for colours, font pairings, graphic devices, photography, written language, and logo direction. The final document can be given to your graphic design team to guide design development.
- Design consultation. Three hours of consultation with your graphic design team to review what they create and to ensure the visual identity is aligned with your brand’s strategic direction.
Repeat and multi-location visits
All companies, especially those with a high volume of business, will continually show new “wear and tear.” For this reason, we recommend regular repeat visits (every six to 12 months).
Our services include the following:
- Review of previous recommendations
- Progress report
- Analysis of any new issues
Tripadvisor optimization
Beyond strategically positioning your brand to attract positive reviews, our work also unlocks Pro Tripadvisor enhanced listing features.
These include:
TRIPADVISOR BUSINESS ADVANTAGE
Market your business to potential customers and connect them to direct booking channels. Gain access to exclusive marketing tools such as special offers, highlighted reviews, or favourite photos to motivate travelers to book with you. Make data-driven business decisions using Tripadvisor analytics and competitor insights.
SPONSORED PLACEMENTS. STAND OUT. BOOK UP.
Promote yourself across Tripadvisor and drive more direct bookings with Sponsored Placements. At this very moment, travelers are looking for a place to stay in your area. Make sure your property is top of mind.
IMPROVE YOUR RANKING. MORE REVIEWS. MORE VISIBILITY. MORE BOOKINGS.
For the first time ever, you can work directly with Tripadvisor to impact your ranking on their platform. They’ll collect more reviews on your behalf to help increase your visibility and assure guests that you’re providing a travel experience that is memorable, healthy and safe.
EXCLUSIVE REWARDS. ATTRACT READY-TO-BOOK TRAVELERS.
By offering guests exclusive rewards and perks on every stay, Tripadvisor Plus gives hotels another way to attract ready-to-book travelers on the world’s largest travel platform.
ANNUAL RETURN GENERATED BY OUR SERVICES STARTS AT $270,000 PER YEAR16
Your ROI will be even juicier when you align your brand touchpoints with your company’s brand promise and redirect some of your current spending on marketing, advertising, and recruitment.
