When guests feel like individuals, they are more likely to perceive their experiences as unique and special. And when you treat them that way, everything changes.
THE POWER OF EMOTIONAL CONNECTION
Research shows that brands that foster strong emotional connections with their guests outperform competitors by 26% in gross margin and 85% in sales growth.
Why? Because emotionally engaged customers are:
- 3x more likely to recommend your brand
- 3x more likely to repurchase
- Far less likely to shop around
- Significantly less price-sensitive
When people feel seen, valued, and connected — they don’t just return. They advocate.
Guest Experience Audits
Experience Strategy & Design
Experience Strategy & Design
SEE YOUR EXPERIENCE THE WAY YOUR GUESTS DO.
We focus on the areas that matter most to your business — evaluating key moments across guest, fan, VIP, athlete, staff, vendor, or sponsor journeys to identify gaps and uncover opportunities.
- On-site mystery shopping & journey mapping
- Tiered service analysis (General Admission to Premium/VIP)
- Sponsor and talent hospitality evaluations
- Guest service policy & process review
- Actionable recommendations that drive retention and ROI
Experience Strategy & Design
Experience Strategy & Design
Experience Strategy & Design
TIERED EXPERIENCES WITH INTENTIONAL DESIGN.
From front gates to premium lounges, sponsor activations to athlete zones — we design experiences that surprise, delight, and elevate.
Every touchpoint is crafted with purpose, supported by guest policies and procedures that reflect your commitment to quality service.
- Guest journey mapping by tier
- Premium & VIP program development
- Sponsor and brand activation strategy
- Athlete and talent hospitality design
- Emotional touchpoint planning
- Guest service policies and SOP development
Training & Service Standards
Experience Strategy & Design
On-Site Experience Leadership
TRAIN YOUR TEAMS TO DELIVER EXTRAORDINARY.
We help you define and instill the behaviors that deliver world-class service — adapted from best practices like the Disney Institute and X Games Quality Standards.
- Custom service standard creation
- Tier-based experience training (Fans / VIPs / Athletes / Sponsors)
- Live, virtual, or pre-event training sessions
- Service recovery + emotional intelligence coaching
- Staff rewards program development
On-Site Experience Leadership
On-Site Experience Leadership
SUPPORT WHEN AND WHERE IT MATTERS MOST — IN REAL TIME.
From backstage to guest-facing, we offer boots-on-the-ground leadership to ensure your experience comes to life exactly as intended.
- On-site guest experience lead or team support
- VIP, sponsor, or athlete concierge management
- Pre-opening staff briefings and motivation sessions
- Experience troubleshooting and recovery strategies
XIP Activation & Loyalty Programs
CREATE MOMENTS GUESTS WANT TO SHARE — AND RETURN TO.
Design unforgettable moments for your most important guests. We help brands and venues build loyalty, not just traffic.
- VIP loyalty & repeat visit strategy
- Sponsor/brand “XIP” gifting & recognition programs
- Surprise & delight tactics and personalization
- Post-event connection strategies
Revenue Opportunity Discovery
TURN EXCEPTIONAL EXPERIENCES INTO MEASURABLE GROWTH.
Great experiences don’t just build loyalty — they build revenue. We identify ways to unlock new income streams by enhancing how you serve your guests, sponsors, and fans.
- Premium and VIP upsell strategies
- Merchandise journey mapping and display optimization
- Concessions & foodservice guest flow consulting
- Fan experience monetization (surprise & delight → spend)
- Sponsor revenue enhancement through elevated guest touchpoints
- New product/package development (e.g., all-access, early entry, exclusive add-ons)
Whatever you do, do it well. Do it so well that when people see you do it, they will want to come back and see you do it again, and they will want to bring others and show them how well you do what you do.
Walt Disney