Make booking as exciting as the holiday itself
As part of Australasia’s largest independent travel company, Hoot Holiday provides relaxing vacations for thousands of people every year.
Hoot came to us with an exciting proposal. How could we work together to make the booking process for those holidays as rewarding and relaxing as the holidays themselves?
Hoot’s greatest strength was its staff members and their commitment to exciting their customers, and they needed a cohesive set of customer experience principles that would help them support their staff to excite their customers, provide added value and see the journey through beyond just the booking.
To find the best way to empower, motivate and support Hoot’s staff, we knew we’d have to walk the proverbial mile in their shoes, defining the current customer journey and improving it step by step.