Leisure and hospitality

“Definition are brilliant at working with the management teams to sift through the detail so all the teams are engaged in the process and then help determine the answer; the few things that are very important… and they are jolly jolly nice people to work with.”

“It was an easy decision to have Definition formulate and design a new brand platform, strategic pillars and a clear alignment strategy for Zip World. They create unbiased clarity with the customer and colleague experience at the heart of the decisions and conduct the process in an experienced, inspirational and fun way.”

“I want to see practical understanding of our brands, practical understanding of the issues we are trying to address and really I think that is the Definition approach… It is a very convivial, inclusive way of working, they get under the skin of our business, our people and the way we feel. There is no bullshit, jargon or stupid management theory; it is practical, down to earth and it gets to the core of what we are trying to do, cutting away all the rubbish.”

“The successful repositioning of Slug and Lettuce began with some insightful, no nonsense research from Definition which showed us where we were and where we could go. They helped us envision a future for the brand by developing a realistic positioning that is compelling for customers and inspiring for our team and a Customer Experience which delivers it in spades! The whole process was fast, fun and very effective.”

“The feedback received on the new induction materials has been incredible. New starters, and colleagues who have been in the business for years, have found the booklet and new process fresh, engaging and, most of all, exciting. We work in an inspiring and creative industry and that is now reflected in our induction and onboarding process.”