Social care and tone of voice guidelines for a global hotel company.

Our Role

  • Tone of Voice
  • CRM Strategy
  • Digital Strategy

In today’s digital-first world, online customer service for hotels represents a significant challenge and opportunity to connect with guests before, during and after travel. Working closely with global stakeholders, we helped RadissonHotel Group — one of the world’s largest and most dynamic hotel companies — validate a business case and create a vision for social care.

Together, we created a roadmap for a new approach to communicating with customers online, resulting in an empowered team of global social care agents, guided by direction and purpose.

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Major's ability to integrate within our global team and deliver a unifying strategy was top notch. We'd recommend them in a heartbeat.
Alissa Montbriand
VP, Global Integrated Marketing Communications at Radisson Hotel Group
  • Tone of Voice

    We leveraged insights and best practices to develop Tone of Voice Guidelines that would empower and support a global team of customer service representatives.

  • Future State Roadmap

    After analyzing current ways of working, we developed a “roadmap” for future-state operations that would help the company best deliver on their new vision.

  • Social Care Strategy

    To help Radisson Hotel Group meet rising customer service expectations, we crafted a global social care strategy inclusive of vision, mission, and operational implications.

  • State of the Industry

    In order to ground global stakeholders in a foundational understanding of industry trends, best practices, and competitive activity, we compiled an in-depth analysis of the hospitality landscape.