Creating an effortless luxury experience
One&Only was planning an expansion into new places and markets around the globe, and to support their ambition, they needed a brand that built on the existing equity of understated luxury and rareness and could span beyond beach resorts. After conducting a series of audits to define the brand priorities and opportunities, we identified that high net worth individuals could afford any service at any hotel in the world, but what they really wanted was an effortless and seamless luxury, every step of the way. We then developed a new brand idea – We create joy – that not only inspired staff training, but also revolutionised customer experience to support the brand’s global expansion plan and business growth.