Travel & Hospitality is one of the most digitally mature industries. So, travelers expect flawless digital experiences and constant innovation and expansion. But as our products and services are becoming more and more commoditized, travelers are becoming less and less forgiving. At the same time, the daily reality for our clients includes systems complexity, fierce competition, and small margins. With so little room for error, how do you make sure you innovate successfully?
We believe that the key to success in T&H is twofold.
How do you get ready for the traveler of the future?
1. Having a deep, rich understanding of traveler needs and expectations
Mirabeau’s primary engagement is not with clients. It is with travelers. The anthropologists and customer researchers in our T&H Research Team are in continuous dialogue with travelers to gain an ever deeper and broader understanding of their psychology. We learn about things like: How do people’s expectations regarding travel companies change? What are the main factors impacting customer experience? And when is ‘good’, good enough?
As our client, you have direct access to these insights. But better yet: We team up and blend these insights with your actual challenges, with market trends, and with emerging technologies. We experiment, find new opportunities and execute on them. Together, we strengthen the relevance of your brand in travelers’ lives.
2. Being able to execute on those insights better and faster
Finding new value opportunities is just step one of innovation. You also require an organization that is optimized for fast, high-quality execution. Here, the speed of innovation depends on the agility of your organization. The quality of innovation depends on the customer centricity of your culture. How we guide our clients in becoming truly agile, customer-centric organizations, differs every time. Every client faces unique challenges.
At the same time, we recognize that we consistently help answer the same questions:
- How do you create a value-obsessed culture?
- How can you best structure your organization?
- How do you create a technical architecture that supports this?
- How can you build up new capabilities, step-by-step?
- How do you optimize your processes?
This is why we encourage our clients to exchange learnings with us. Through events, articles, or simply by helping people get acquainted. In doing so, we all grow together –as an industry. We align our existence with the traveler’s reality. We find new ways to generate sustainable business value. And we make sure that we’re able to handle anything that comes our way. So that when the traveler of the future arrives, we’ll be ready.
Do you want to know more about our work in Travel & Hospitality? Contact Cyrille Rentier, Director of International Business Development.