Elevating Customer Experience and Brand Reputation

The brief

A renowned global hospitality chain targeting Gen Z travelers approached us with the objective of enhancing customer experience and elevating their brand reputation across their extensive network of hotels and resorts worldwide. They recognized the unique preferences and expectations of Gen Z and aimed to provide tailored experiences that resonate with this demographic.

Project Description

To meet the client’s objectives and cater specifically to Gen Z travelers, we embarked on a comprehensive project focused on elevating customer experience and strengthening brand reputation within the hospitality chain. The project encompassed the following key elements:

Gen Z Customer Experience Assessment:

Understanding the unique needs and preferences of Gen Z travelers was crucial. We conducted extensive research, including surveys, focus groups, and social media analysis, to gain insights into their travel behavior, preferences, and pain points. This allowed us to develop a deep understanding of their expectations and identify areas for improvement.

Personalized Experiences and Digital Touchpoints:

Based on the research findings, we recommended and implemented personalized experiences and digital touchpoints throughout the customer journey. This included personalized check-in experiences, digital concierge services, mobile apps for seamless communication and service requests, and curated recommendations tailored to Gen Z interests and preferences.

Social Media Engagement and Influencer Partnerships:

Recognizing the significance of social media in the lives of Gen Z, we developed a social media engagement strategy to connect with and engage this target audience. We leveraged influencer partnerships and user-generated content to showcase authentic experiences, share travel tips, and build a strong online community of Gen Z travelers.


Our collaboration with Enstanten has been instrumental in understanding and catering to the needs of Gen Z travelers. Their expertise in conducting customer experience assessments and implementing personalized experiences has had a significant impact on our brand’s reputation and guest satisfaction. The innovative use of social media and influencer partnerships, guided by Enstanten, has allowed us to connect with Gen Z travelers on a deeper level. We are grateful for their guidance and highly recommend Enstanten’s services to any hospitality business targeting Gen Z.

Creativity reimagined

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