How we helped a hospitality marketplace launch into new markets, by prioritizing the experience of the people behind their success.
The Challenge
Through years of sustained growth our client – a leading hospitality company – had never lost sight of their greatest strength: the agents supporting customers on a daily basis. As they prepared to enter new markets they faced a challenge: how to introduce more efficient business processes to better sustain growth, whilst retaining a happy and engaged workforce.
Our Approach
We ran a series of employee experience studies:
Agent Lifecycle Mapping. We first mapped the agent life cycle in order to reveal their daily experiences and opportunities for improvement. We explored factors that encourage agents to stay, as well as what leads them to leave the organization.
Agent Survey and Stakeholder Workshops. We designed a survey to understand how agents feel and react to change – from training, to new tools and business processes. The survey data informed workshops in which we analysed the data, developed problem statements, and began to explore potential solutions, alongside key stakeholders from operations, service delivery and other business functions.
Our research culminated in the creation of an Employee Experience Playbook, which outlined strategies to improve agent experience whilst enhancing performance and engagement when launching into new markets.
The Outcomes
Our insights positioned our client to expand strategically whilst keeping employee experience at the heart of their growth. They have since launched into new markets, and outcomes have included:
Reduced attrition risks. By understanding why agents leave, the company could implement targeted initiatives to improve job satisfaction and retention.
Improved onboarding and training. Helping new hires feel supported from day one, led to a 10% improvement in ramp to productivity for new consultants.
Enhanced agent experience. By addressing pain points and optimizing workflows, the company fostered a more engaged and productive workforce.
Want to grow your business through better employee experience? Get in touch to speak to one of our experts.