touchpoints

1. M A P P I N G T H E C U S T O M E R
J O U R N E Y

2. Budget 2016 - 2017
A Quick recap of FY15 and hence the project relevance…

3. Budget 2016 - 2017
FY 15 saw the continued development of the Resort Identity
ecosystem…

4. Budget 2016 - 2017
…and branded holiday experience offerings…
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All Day Dining Holiday Activities

5. Budget 2016 - 2017
…we continued to celebrate special occasions with our guests with
fervour…
Yercaud - MariGold
Ridge - World
Environment Day
Goa - Villagio - Holi
Kodai - By The Lake –
NY 2015
Ooty - Elk Hill – Republic
Day

6. Budget 2016 - 2017
…and have begun to work on enhancing holiday experiences…

7. Budget 2016 - 2017
…supporting other functions to do so across customer
touchpoints…
Member mailers
Sterling World

8. Direction Boards
Budget 2016 - 2017
…supporting other functions to do so across customer
touchpoints…
Resort Entrance Signages
Block & In-Resort
Signages

9. Resort collaterals
Budget 2016 - 2017
…supporting other functions to do so across customer
touchpoints…

10. Resort collaterals
Budget 2016 - 2017
…supporting other functions to do so across customer
touchpoints…

11. Budget 2016 - 2017
…also supporting revenue generation through high quality sales
collateral…
MICE Brochure
HSD Brochure
VO Brochure

12. Budget 2016 - 2017
…and publicizing news about the Sterling Holidays brand…
Annual Report – 16500 copies
Swachh Bharat Abhiyan 138 press
exposures!
FAM Trips
organized

13. Office branding
Budget 2016 - 2017
…while doing our bit for our internal customers too 
Visiting Cards

14. Mission: FY ‘16
• FY 16 w il l be th e year w here Sterl ing Hol id ays pl ans to take a
big l eap tow ard s grow ing into I nd ia’s l ead ing hol id ay
c om pany
• Brand ing S trategy to be al igned & to ac t as enabl er
Budget 2016 - 2017

15. Focus Area : FY ’16
Customer Touch Point Audit
Budget 2016 - 2017
Map
• Map out all consumer
touch-points (Pre, At
Resort, Post) for all
verticals:
• VO Members
• Leisure Holiday
Guests
• MICE
Identify
• Identify opportunities
for
• Moments of delight
• Engagement
• Relationship Building
• Testimonials
Use ORM & CSAT as Measure of Success

16. Focus Area: FY 16
Branding @ the core of business verticals
Budget 2016 - 2017
Branding
Holiday
Experience
(@Resort)
Vacation
Ownership
Leisure
Holiday
Guests
(HSD)
MICE
New
Products /
Offerings
 Digital Assets 
Acquisition
Delight

17. Mapping Customer Touchpoints
Budget 2016 - 2017
Holiday Inspirations
• Sources of
inspiration
(Self / Family /
Friends /
Destination
News / Ad)
• Influencers
Holiday Planning
• Research
• Reviews
• Narrowing
down
• Actual
Booking
• Payments
Holiday Experience
• Travel to
destination
• Every holiday
experience
from check in
to check out
including F&B,
Recreation
Post Holiday
• Sharing of
holiday
experiences
• Reviews
• Feedback
• Planning of
next
holiday?!!

18. NAMASTE
Budget 2016 - 2017