The moments guests remember, and the reviews that follow.
 

Perfect for: hotels, restaurants, bars, resorts and visitor attractions that want to know how their brand is really felt by the people paying for it.
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An honest outside view of the entire guest journey, from the first email to the last goodbye, and of everything a guest sees before they ever arrive: your website, your booking flow, your reviews, your social.
 

A full report, and a checklist of quick wins your team can start on Monday. A set of happy points that belong to you alone, built together with your team so they actually happen.
 

Happy points are the moments a guest tells someone else about. We find the ones you are missing, and we build the ones only you can own.

A clear reason to be chosen, in words your whole team can repeat.
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Perfect for: hospitality, food and leisure brands under new ownership, after a refurbishment, or stuck in the same positioning discussion for months.
 

A clear picture of who you are really competing with, and why someone picks you over the place down the road.

Your positioning and your claim, written down in words your own people helped choose, so they get carried instead of circulated.
 

Your team at the table throughout, through The COBRA™ Program, our method for sharpening a brand together with the owners and the people who run the place.

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Who are you the very best in the world for? And does that person know it? Most brands can answer the first half.​

From wild idea to living, breathing brand for hospitality businesses

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Perfect for: new builds, new venues, and owners who want to open something their market does not have yet.
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A concept built on what the market is missing, with the name, the story, the positioning and the tone of voice that come out of it.
 

A guest experience designed before the first guest walks in, with interior direction so the place feels like what it claims to be.

One clear direction your team, your architect and your suppliers are all building towards.
 

Includes:

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• Brand Strategy & Positioning

• Naming & Concept Development

• Identity, Story & Messaging

• Guest/Customer Experience

• Visual & Creative Direction Brief