MAKING YOUR CUSTOMERS SMILE
We Deliver Awareness, Engagement, Experience, Loyalty, Revenue
across Travel, Hospitality & Lifestyle Services.
TRAVEL, HOSPITALITY & LIFESTYLE LEADERSHIP
Flexible access to experienced Chief Marketing, Customer & COMMERCIAL Officers
.The customer is at the core of of every successful business. Happy customers is your business.
Marketing and customer management finds them, engages, nurtures and retains them.
Sounds easy, but we know it isn't, as customer demands and market conditions change constantly
We are here to help you serve ever more happy customers.
We have delivered real business performance around the world in hospitality management, working across hotels, airlines, residences, student accommodation, leisure venues, sport and digital lifestyle services. Driving growth businesses into unicorns, turnaround to market leader and new market entry. We place C-level fractional marketing leaders in your team to lead from strategy creation and customer experience design, to program activation and commercial performance, to take your business forward.
Let's find you more customers and make them smile!
focola - The fireplace the origin of hospitality and places to gather, Be together, share & socialise.
focola delivers fractional business leadership
clear direction
clear direction
clear direction
Our fractional marketing leaders will work with you and your team as embedded hospitality management leadership to set a multi-period growth strategy that includes market identification, product fit, sales funnel, the customer journey and experience, brand management, marketing and customer loyalty. With clear measurable targets.
focused delivery
clear direction
clear direction
Our fractional marketing leaders work in your business for fixed number of days per month, focussed only on critical growth activity. Working with your team on clearly defined tasks, to specific timelines and budgets. Alongside acting as an advisor to your hospitality management executive team and operational leaders.
customer growth
clear direction
customer growth
Our fractional marketing leaders will always be the customer champion, tracking the key metrics of hospitality management, customer acquisition, sales and retention, the cost of sale and customer value and managing any marketing agency. Bringing our experience and external insights to ensure you build a long-term customer base.
the benefits of working with us
Access World Class Marketing
Access World Class Marketing
Access World Class Marketing
Highly experienced Chief Marketing & Customer Officers with decades in leadership, joining your hospitality management team as a fractional CMO on a part-time basis, delivering a bespoke growth marketing program to drive your business growth.
Cost Effective Leadership
Access World Class Marketing
Access World Class Marketing
Our fractional marketing leaders work in half-day blocks, at a fixed cost, with full flexibility to change the number of days. You are always in control of the scope, scale and time we participate in your hospitality management business.
Independent Perspectives
Access World Class Marketing
Proven Processes that Deliver
Our fractional marketing leaders bring experience from across hospitality management, local and global markets, marketing agency management, along with education in strategy, marketing & behavioural science, to see from the outside and challenge conventions.
Proven Processes that Deliver
Direct, Honest, Straightforward
Proven Processes that Deliver
From long-term complex customer journeys, to seasonal sales campaigns your fractional CMO has the experience with processes to define and deliver hospitality management marketing and customer experience strategy, plans and projects.
Developing Your Teams & People
Direct, Honest, Straightforward
Direct, Honest, Straightforward
Alongside the delivery of marketing and customer programs, your fractional CMO will work with your teams and individuals to develop their own capabilities to future proof your business.
Direct, Honest, Straightforward
Direct, Honest, Straightforward
Direct, Honest, Straightforward
Your fractional CMO has the confidence to challenge you in conversation and act as a sounding board to shape the right plan and action. We are not for you if you simply want to tell us what to do.
How we work with you
we explore
Set Scope & time
Set Scope & time
First stage is company / market review building rapid understanding of your hospitality management business model, customer experience, sales performance and team capability. Your new fractional CMO joins as a team member and senior leader.
Set Scope & time
Set Scope & time
Set Scope & time
Second stage sees your fractional CMO aligning with you on the scope and phasing of short and long term actions. Along with the amount of time and method they will spend in your business and with the team.
Lead growth
Set Scope & time
Lead growth
Third stage is the continuous improvement cycle to optimise in the dynamics of hospitality management. Your fractional CMO will direct programs, action, performance improvement and team enhancement, with their time in the business flexing over time.
Seven is the magic number.
Behavioural research has proven that you have just 7 seconds to make a positive first impression and make customers smile!
Are the first moments of first contact in your lobby, venue, entrance, website, app, platform capturing the customer?
COMMERCIAL, MARKETING & CUSTOMER EXPERIENCE DELIVERY
Focola is the operating name of Fluid Intelligence Customer Marketing Services Limited a registered company in the United Kingdom. Company Number SC838943.
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