Customer Driven Transformation: Download the first two chapters

Premier Inn Premium Service CX

Designing a premium service for a much loved budget hospitality brand

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The Challenge

In face of an increasingly increased competition for budget travel, Premier Inn needed to define a differentiated customer experience that would keep people coming back.  This project was critical to informing significant future investment. The Engine Service Design team developed a vision that would expand the Premier Inn signature experiences beyond the room, encompassing the end-to-end customer experience and reflecting the way people liked to travel for business and pleasure.

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