The Reefs – Bermuda
The Reefs has long been recognized as the number one resort in Bermuda, largely based on their legacy of customer service. In recent years, their occupancy, market-share and customer experience scores saw a dramatic decline. Owner of over 35 years, David Dodwell hired C Squared to evaluate the cause and develop a remediation plan.
C Squared conducted a complete Customer Engagement Mapping including Operations and Marketing Assessments. From our findings we crafted an end-to-end plan that involved:
- A revised service strategy, including developing manager training for managing frontline service
- Organization structure changes, that better aligned roles, responsibilities and accountability
- A Change Management methodology to allow the legacy organization to evolve and become
- Revised marketing strategies
To date, The Reefs has regained market share and is on track to hit its financial performance goals. Additionally, customer experience scores have increased from their low of XX to XX current scores.