[I]
Embarking on a multi-million dollar enterprise which included a co-location to New York, working closely with Sven Lindblad to capture the spirit of the business.
[II]
An end-to-end transformation, melding a digital ecosystem with campaign strategy and experience innovation - epitomised by a fully synthesised CX map.
[III]
Revolutionising customer service by transforming an archaic, paperwork-based system into an empowering digital portal, enhancing operational efficiency & driving sales.
The Challenge
Lindblad needed to prepare for hesitancy in a world of economic turmoil and always-on hustle culture — to convince prospective guests to spend the money and the majority of their annual leave on an expedition. To remain competitive, it was essential to optimise the guest experience online throughout a lengthy booking cycle—often up to a year between reservation and arrival—fostering conversion, engagement, and loyalty.
The Approach
Our strategy centred on two truths: (1) Lindblad Expeditions are the gateway to every ecological territory imaginable, and the cultures and communities which accompany them, (2) these experiences are inherently transformational, especially when paired with Lindblad’s commitment to care for the planet, for people and so on.
We reimagined the digital experience to simplify and democratize the complex itinerary-based information while keeping guests engaged throughout the multi-layered booking process. We added depth to customer interactions, especially during potentially repetitive moments, while addressing risks associated with once-in-a-lifetime voyages. To enhance reassurance, the arrival process was fully digitized, seamlessly connecting air and ground transport.
The Outcome
Our digital platform demystifies the travel experience, heightens purpose and, creates meaning for guests seeking both safety and spectacle. We designed an onboard app after our Brand Interactions™ CX mapping demonstrated how it could be a key touch point in the experience of a completely captive audience. The app offered personalised, high-touch experiences during the expeditions, including access to National Geographic photographers for tips on how to document their trip.
Following the success of the enterprise, Lindblad further engaged us to architect ad strategy and creative. We sifted through extensive brand archives, studying cruise footage and hearing from guests to capture the true essence of Lindblad and life on board.
