Innovation strategy involves identifying opportunities for incremental, evolutionary and revolutionary innovation. It can include leveraging existing business models or developing new ones. It also encompasses fostering an internal culture of innovation to generate value in combination with outsourced innovation that generates disruptive ideas and helps build competitive advantage and enhance sustainability into the future.
An appropriate business model involves understanding all aspects of the current strategy and ensuring its ability to deliver on strategy, including a review of and potential recommendations in the areas of robust design, structure, governance, accountability, key capabilities, technology, skills, people, teams, partners and outsourcing.
Marketing involves all areas of marketing strategy, planning and execution for B2C (Business to Consumer) and B2B (Business to Business) products and services. It can encompasses a wide variety of marketing, brand and digital plans and projects and extends to areas such as marketing plans, brand positioning, graphic design, creative services, media management, public relations, digital marketing, website development, brand positioning, research, product development, sales support, customer acquisition and more.
Guest Experience involves mapping the customer touch points and looking specifically at who the target audiences are, understanding each of their respective needs, identifying any pain points and looking at ways to integrate and leverage technology to improve the in person guest experience, particularly at the point of embarkation and disembarkation.
Customer Journey moves beyond the in-person guest experience and encompasses the sum of all experiences and interactions a customer has with a business. It includes everything end-to-end (pre, during and post), starting before you get there, from first contact (in person, phone, email, online, etc) and after, including a businesses’ post communication and engagement activities with its customers.
The goal is to anticipate customer needs, identify what would make the customer journey more seamless and personalised, make improvements, automate transactions where it makes sense to and drive efficiencies for both the customer and the business.
Operations entails the understanding and optimisation of an array of areas including guest services, house keeping, back of house, technology, entertainment systems, facilities, yield, capacity and inventory management, planning, procurement, waste management, products management and development, staffing and training with a view to guiding strategy, improving efficiencies and realising the available integration and revenue opportunities.
Outsourcing considers whether or not to outsource services and functions such as on-shore, off-shore, back office, administration and contact centres, etc while ensuring you’re ready to consider outsourcing including understanding tender processes, how to identify partners and assess system solutions with the overall goal of improving quality and reducing costs.
The set-up of a Project Management Office (PMO) involves the review of existing practices and the assessment of current projects in order to develop a program of works for the business. This includes embedding a culture of good project management coupled with sound methodologies for monitoring and delivering projects on time.
Research can be consumer, trade and/or stakeholder focused (internal and external). It is designed to elicit deep and rich insights that can be leveraged by a business across a range of areas including marketing, product development and strategy to name but a few. It can be qualitative or quantitative in nature and include anything from focus groups and workshops to surveys, interviews and more.