Whitbread turns occasional experiences into lasting impressions

Jonathan Turner and Paula Vennells

Describes Whitbread’s three-year Winning Brands programme covering its various service sector brands (Premier Travel Inn, TGI Friday’s, Beefeater, Costa Coffee and Marriott (no longer part of Whitbread)).

Brand equity & strength
Hotels
Customer experience

Whitbread Turns Occasional Experiences into Lasting Impressions

Paula VennellsWhitbreadJonathan TurnerOxford Strategic Marketing

Service-sector branding is a delicate art, akin to theatrical scriptwriting. Overscript, and you risk dehumanisation and audience...

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