The Social Hub
Hospitality Experience Strategy
The Social Hub (TSH), referred to as The Student Hotel prior to their recent rebranding, is a leading hospitality player across Europe. TSH provides unique guest experiences in 16 locations across Europe, for students and the new generation of city seekers with vibrant and engaging experiences.
With distinctive services and offerings The Social Hub (TSH) aspired to grow the brand awareness to appeal to an audience of international students, but also growing local communities around key locations. Bringing together this singular community under a common experience was the fun challenge of The Social Hub as part of their broader rebranding.
To translate the brand into an experience architecture requires a profound understanding of the brand, its vision and its audience of guests alongside. With a customer-centric research we drew knowledge to identify opportunities and define an end-to-end customer journey architecture that supports the long-term strategy of TSH. From here we worked to integrate partners as experience co-creators to create a customer experience strategy across all touchpoints and channels. Driven by a CX roadmap to support the transformation, we aligned all departments with the organisations CX vision.
With The Social Hub we created the overarching customer journey for all departments. A uniform approach to create streamlined and consistent customer experiences. In addition, distinctive persona profiles and persona journeys allow the TSH team to better understand their audiences, and align their brand with the right messaging at the right time. With better brand awareness TSH increased online engagement, and saw the brand reputation become a leader in hospitality across Europe.