Customer experiences in a new travel landscape.

The hotel industry is disrupted, new offerings and digital services keep emerging. The sharing economy with players like Airbnb and guests evaluating hotel options using a digital interface, makes customer experience and satisfaction top priority.  To stay relevant and ahead of competition, Scandic launched a new cultural platform, “Inspiring Nordic”, with the vision to be a world-class Nordic hotel company.

We created the ”IN Movement” to ensure that all 9 000 employees at Scandic, from top management to cleaning in seven different countries, were inspired to live the brand. Every employee got an opportunity to explore different guest journeys and discuss how to act to create truly world class hotel experiences – from the moment the guests start to think of Scandic to the moment they check out and tell their friends about it. Evaluation shows that “IN Movement” was fully embraced by the employees and the company exceeded their financial targets.