Repositioning a unique destination for an evolving UHNW customer.
Following several successful projects together, Tsogo Sun Hospitality Group asked us to review the brand and customer experience of their flagship Seychelles property.
We felt the existing reputation meant there was no need to ‘re-invent the wheel’. However there was a key opportunity. This was to reﬁne the positioning and guest journey, so Maia was even better placed to meet the growing desire for unique authentic experiences and personalisation, driven by rising afﬂuence, changing attitudes and globalisation.
We crafted a narrative based on an essence of pure and understated luxury, and supported this with a new Vision, Mission, Customer Journey and Customer Experience (CX).
All were driven by a core idea: Unbounded Awakening. This reflected Maia’s focus on personal enlightenment, and on creating a sense of paradise in a perfectly private and secure location. Everything from employee training to brand expressions was then designed with this in mind.
The experience we helped create remains unmatched. It’s led to the resort being voted ‘Seychelles Leading Luxury Hotel Villa’ and ‘Seychelles’ Leading Boutique Hotel’ at the World Travel Awards, and named one of the world’s ‘Top 25 Secret Hideaways’ by Condé Nast Traveller.