Launching a New Destination
The launch of Oliver McMillan's 8-acre Shop Dine Dwell destination Buckhead Atlanta required creating a sense of place driven by the customer experience.
We designed the customer experience to align with the property's vision of an old-town European vibe, with walkable streets filled with designer stores, boutiques and restaurants.
Designing the Customer Experience
After a discovery phase, the C.E.K. team developed the property's positioning. This included defining the customer experience with the "Always Gracious" way of being.
To ensure future employees would embody the Always Gracious customer experience, a hiring kit was developed to help identify the right people. Also, an experience framework was designed to establish an employee lexicons and relevant behaviors, along with a reward system to help inspire consistency in the Always Gracious way of interacting with customers.
This customer experience work culminated in our team designing an employee handbook and conducting a customer experience training for the 300+ new hires.
"Carolyn Kopf's team led the creation of a world-class branded customer experience.
This entailed identifying how to differentiate a luxury property in Buckhead, Atlanta and enliven the brand experience through employees' lexicon and behaviors. The program was so comprehensive and effective that our company adopted this approach for launching new properties around the country."
General Manager, Buckhead Atlanta