Context

Brand development agency GA Brand Design recognised a consistent and exceptional service experience, was essential to drive brand awareness, differentiation and saliency of the M Collection, as well as enhance guest loyalty.

Project

To meet the business challenges a comprehensive approach was developed involving depth interviews with; existing and prospective guests, on-site staff, brand and operations teams as well as a competitive and parallel category review. This formed the foundations of a consumer-forward, operationally feasible, brand inspired service strategy.

Results

Development of an innovative, service-led, brand experience designed to elevate and differentiate the brand. This included leveraging the latest technologies to build loyalty-driving brand experiences.

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