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Flevy Management Insights Case Study
Customer-Centric Strategy for Boutique Hotel Chain in Leisure and Hospitality


There are countless scenarios that require Customer Segmentation. Fortune 500 companies typically bring on global consulting firms, like McKinsey, BCG, Bain, Deloitte, and Accenture, or boutique consulting firms specializing in Customer Segmentation to thoroughly analyze their unique business challenges and competitive situations. These firms provide strategic recommendations based on consulting frameworks, subject matter expertise, benchmark data, KPIs, best practices, and other tools developed from past client work. We followed this management consulting approach for this case study.

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Consider this scenario: A boutique hotel chain in the competitive leisure and hospitality sector is grappling with the strategic challenge of effective customer segmentation.

The organization faces a 20% decline in occupancy rates and a 15% decrease in average daily rates year-on-year, attributed to intensified competition and changing traveler preferences. Additionally, the internal challenges include outdated operational practices and a lack of personalized guest experiences. The primary strategic objective of the organization is to redefine its market positioning through enhanced customer segmentation, ultimately boosting occupancy rates and profitability.



This boutique hotel chain, despite its unique offerings and prime locations, is experiencing stagnation due to an increasingly crowded market and rapidly evolving consumer expectations. An initial analysis suggests that the chain's traditional approach to market segmentation no longer aligns with the diverse and dynamic needs of today's travelers. Moreover, internal inefficiencies and a one-size-fits-all service model appear to be major contributors to the chain's declining performance. The leadership team is concerned that without a strategic shift towards a more customer-centric model, the chain risks further erosion of its market share and revenue.

External Analysis

The leisure and hospitality industry is experiencing significant transformation, driven by shifts in consumer behavior, technological advancements, and increased competition. The post-pandemic era has ushered in a heightened demand for personalized and unique travel experiences, challenging traditional hotel operations.

  • Internal Rivalry: The level of competition is exceptionally high, with a surge in alternative lodging options such as Airbnb, putting pressure on traditional hotels.
  • Supplier Power: Limited due to the abundance of service and goods providers in the industry.
  • Buyer Power: Increasingly strong, as customers have more choices and access to information about accommodations.
  • Threat of New Entrants: Moderately high, especially from non-traditional hospitality companies leveraging digital platforms.
  • Threat of Substitutes: High, given the growing popularity of short-term rental platforms and boutique lodgings that offer unique experiences.

  • Shift towards experiential travel: Travelers are seeking unique, personalized experiences over standard accommodations, presenting both an opportunity and a challenge in meeting these expectations.
  • Increased reliance on technology: The integration of digital tools for booking, check-in, and customer service creates opportunities for improved efficiency and personalization but requires significant investment in technology.
  • Environmental and health consciousness: A rising trend that can be capitalized on by offering eco-friendly and wellness-focused services, yet posing the risk of increased operational costs.

A STEER analysis highlights significant external factors impacting the boutique hotel industry, including Sociocultural shifts towards personalized travel experiences, Technological advancements in customer service and operational efficiency, Economic fluctuations affecting travel spending, Environmental concerns driving demand for sustainable practices, and Regulatory changes influencing business operations.

Learn more about Customer Service Consumer Behavior Hotel Industry External Analysis

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Internal Assessment

The boutique hotel chain boasts a portfolio of uniquely positioned properties and a commitment to quality service but is hampered by outdated technology and a lack of tailored guest experiences.

SWOT Analysis The chain's strengths include its distinctive property locations and strong brand identity. Opportunities lie in leveraging technology for personalized guest experiences and tapping into niche markets with customized offerings. Weaknesses are evident in operational inefficiencies and a generic service model, while threats stem from the intense competition and rapidly changing consumer preferences.

Distinctive Capabilities Analysis Success in the boutique hotel industry hinges on the ability to offer unique, personalized experiences, efficient operations, and exceptional service. The chain must enhance its distinctive capabilities in guest personalization and operational efficiency to maintain a competitive edge and capitalize on emerging market opportunities.

McKinsey 7-S Analysis An evaluation of the chain's strategy, structure, systems, shared values, skills, style, and staff reveals misalignments, particularly in the areas of strategy (lack of customer-centric focus), systems (outdated technology), and skills (need for training in personalized service delivery).

Learn more about Distinctive Capabilities

Strategic Initiatives

  • Implement Advanced Customer Segmentation: This initiative aims to deeply understand and categorize guest preferences and behaviors, enabling the creation of tailored experiences that meet diverse customer needs. The value lies in increasing guest satisfaction and loyalty, directly impacting occupancy rates and revenue. Resources required include data analytics tools and marketing expertise.
  • Technology-Driven Operational Efficiency: By adopting cutting-edge technology for operations management, the chain can streamline processes, reduce costs, and enhance guest experiences. The expected value creation comes from improved operational margins and customer satisfaction. This will require investment in technology platforms and staff training.
  • Eco-Friendly and Wellness Offerings: Developing services focused on sustainability and wellness to meet the growing demand for responsible and health-conscious travel. This initiative is intended to attract a niche market segment, generating new revenue streams. Resources needed include sustainable practices implementation and wellness program development.

Learn more about Customer Satisfaction Customer Segmentation Value Creation

Customer Segmentation Implementation KPIs

KPIS are crucial throughout the implementation process. They provide quantifiable checkpoints to validate the alignment of operational activities with our strategic goals, ensuring that execution is not just activity-driven, but results-oriented. Further, these KPIs act as early indicators of progress or deviation, enabling agile decision-making and course correction if needed.


Tell me how you measure me, and I will tell you how I will behave.
     – Eliyahu M. Goldratt

  • Occupancy Rate Increase: Measures the success of customer segmentation and personalized offerings in attracting and retaining guests.
  • Guest Satisfaction Score: Essential for evaluating the effectiveness of personalized services and operational improvements.
  • Operational Cost Reduction: Tracks the financial impact of technology-driven efficiency initiatives.

These KPIs offer insights into the effectiveness of the strategic initiatives in enhancing customer satisfaction and operational performance, guiding ongoing adjustments to the strategic plan.

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Customer Segmentation Best Practices

To improve the effectiveness of implementation, we can leverage best practice documents in Customer Segmentation. These resources below were developed by management consulting firms and Customer Segmentation subject matter experts.

Customer Segmentation Deliverables

These are a selection of deliverables across all the strategic initiatives.

  • Customer Segmentation Framework (PPT)
  • Operational Efficiency Roadmap (PPT)
  • Sustainable and Wellness Offerings Plan (PPT)
  • Technology Implementation Plan (PPT)

Explore more Customer Segmentation deliverables

Implement Advanced Customer Segmentation

The team utilized the Value Proposition Canvas (VPC) and the Jobs to be Done (JTBD) framework to enhance the effectiveness of the customer segmentation strategy. The VPC, a tool that helps businesses align their products or services with customer desires, needs, and pains, proved invaluable in this context. It enabled the organization to tailor its offerings more precisely to the various identified customer segments. Similarly, the JTBD framework, which focuses on understanding the specific tasks customers are trying to accomplish when they hire a product or service, complemented the VPC by providing deeper insights into customer motivations.

Following these insights, the organization implemented the frameworks as follows:

  • Used the VPC to map out the specific needs, pains, and gains of each identified customer segment, focusing on what unique value the boutique hotel chain could offer to each segment.
  • Conducted in-depth interviews and surveys with guests to uncover the 'jobs' they were hiring the boutique hotel to do for them, according to the JTBD framework. This ranged from seeking a luxurious escape to needing a convenient business travel option.
  • Aligned new service offerings and marketing messages with the specific value propositions and jobs identified through these frameworks.

The application of the VPC and JTBD frameworks led to a more nuanced understanding of the boutique hotel chain's diverse customer base. As a result, the chain successfully introduced tailored experiences that resonated with different segments, leading to an increase in guest satisfaction scores and a noticeable improvement in occupancy rates across all properties.

Learn more about Value Proposition

Technology-Driven Operational Efficiency

To address operational inefficiencies, the organization adopted the Lean Six Sigma (LSS) methodology. LSS, renowned for its dual focus on reducing waste (Lean) and minimizing variability (Six Sigma), was instrumental in streamlining hotel operations. This methodology was particularly useful in this strategic initiative as it helped identify and eliminate non-value-adding activities, thereby improving service delivery and reducing operational costs.

In implementing LSS, the organization took the following steps:

  • Mapped all operational processes to identify waste and areas of variability that led to guest dissatisfaction or unnecessary costs.
  • Formed cross-functional teams to implement solutions for the most critical inefficiencies identified, using the DMAIC (Define, Measure, Analyze, Improve, Control) approach inherent in Six Sigma.
  • Trained staff on Lean principles to empower them to continuously identify and eliminate waste in their day-to-day activities.

The deployment of the Lean Six Sigma methodology across the organization's operations resulted in a significant reduction in operational costs, as well as improvements in service speed and quality. These changes not only enhanced guest experiences but also contributed to an increase in the profitability of the boutique hotel chain.

Learn more about Six Sigma

Eco-Friendly and Wellness Offerings

For the development and implementation of eco-friendly and wellness offerings, the organization utilized the Triple Bottom Line (TBL) framework and the Service-Dominant Logic (SDL) framework. The TBL framework, which emphasizes the importance of balancing economic, social, and environmental performance, guided the organization in creating offerings that were not only profitable but also sustainable and socially responsible. Meanwhile, the SDL framework, which views service as the fundamental basis of exchange, helped in designing services that were co-created with guests for enhanced experiences.

The organization proceeded with the following actions:

  • Assessed current offerings and operations through the lens of the TBL framework to identify areas where eco-friendly and wellness initiatives could be integrated to improve environmental and social outcomes without sacrificing economic goals.
  • Engaged guests and staff in co-creation workshops, as advocated by SDL, to ideate and design new wellness and eco-friendly services that would meet guests' needs while aligning with the hotel's sustainability goals.
  • Implemented pilot programs for the most promising initiatives and used guest feedback for continuous improvement.

The strategic focus on eco-friendly and wellness offerings, guided by the TBL and SDL frameworks, not only differentiated the boutique hotel chain in a crowded market but also attracted a new segment of environmentally and health-conscious travelers. This led to the successful establishment of the chain as a leader in sustainable and wellness travel, driving both revenue growth and brand loyalty.

Learn more about Continuous Improvement Revenue Growth

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Key Findings and Results

Here is a summary of the key results of this case study:

  • Increased occupancy rates by 15% through the implementation of advanced customer segmentation and tailored experiences.
  • Improved guest satisfaction scores by 20% by aligning new service offerings with customer needs and preferences.
  • Reduced operational costs by 12% by adopting Lean Six Sigma methodologies to streamline hotel operations.
  • Attracted a new segment of environmentally and health-conscious travelers, contributing to a 10% growth in revenue through eco-friendly and wellness offerings.

The boutique hotel chain's strategic initiatives have largely been successful, as evidenced by the significant improvements in occupancy rates, guest satisfaction, operational efficiency, and revenue growth. The implementation of advanced customer segmentation and tailored experiences directly addressed the changing preferences of travelers, leading to increased loyalty and occupancy. The reduction in operational costs through Lean Six Sigma methodologies not only improved the bottom line but also enhanced service delivery, further contributing to guest satisfaction. The focus on eco-friendly and wellness offerings effectively tapped into a growing market segment, differentiating the chain in a competitive landscape. However, the results were not uniformly positive across all properties, indicating room for improvement in the consistency of implementation and the need for further customization of offerings to local market conditions. Additionally, the initial investment in technology and staff training for operational efficiency was significant, suggesting a need for careful consideration of cost-benefit trade-offs in future initiatives.

For next steps, the hotel chain should focus on scaling the successful elements of these initiatives across all properties while tailoring strategies to local market dynamics. Continuous investment in technology to further enhance operational efficiency and guest personalization should be prioritized. Additionally, expanding the eco-friendly and wellness offerings based on guest feedback and emerging trends will ensure the chain remains competitive. Finally, a more rigorous analysis of cost-benefit trade-offs for future investments will be crucial to maintaining profitability while continuing to innovate and improve the guest experience.

Source: Customer-Centric Strategy for Boutique Hotel Chain in Leisure and Hospitality, Flevy Management Insights, 2024

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