Radisson Hotel Group
Social care and tone of voice guidelines for a global hotel company.
- 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.