My Role, Team Structure, & Highlights:
After 10 years of successful operation, this family-run hospitality chain was rapidly losing ground to larger competitors. Looking to reconnect with established patrons and attract new ones, I was brought aboard to map the entire customer-experience, with the goal of updating and expanding it across several touch points.
- Established a user/customer experience (UX/CX) roadmap to focus on essential value-providing activities, eliminate pain points, and deliver consistently excellent experiences.
- Provided multiple engagement channels to provide up-to-date information on events, drive customer involvement, and receive constant customer feedback.
- Produced iterative improvements to the customer experience resulting in Initial 25% decrease in operating costs in the first 6 months (by eliminating unnecessary spending), while Increasing sales by 31% ($1.6M to $2.3M) over the following year.