Las Vegas Sands
Brand assessment / customer journeyThe Venetian, an iconic brand
The Venetian in Las Vegas is the most well-known US brand owned by Las Vegas Sands Corporation. Directly adjacent to The Venetian is The Palazzo, another Las Vegas Sands property. The client was seeking ways to enhance and more clearly differentiate brand experiences between the two properties and against competitors.
Insights
A 360-degree approach
Because there are so many facets to a resort stay in Las Vegas, Six Degrees recommended an approach that considered the entire guest journey to assess brand experiences and opportunities for meaningful differentiation.
- Marketing communications audit
- Operations audit (property stays)
- In-person guest research
- Brand experience / Property alignment assessment
What they’re saying
Marcom audit
6 brands evaluated
5 bases of evaluation
What we experienced
Operations audit
6
experienced auditors
22
nights spent in resort rooms
3
month timeframe
100s
of photos/videos taken
6
hotel journey phases evaluated
33
distinct touch points evaluated
What guests told us
Guest research
on-site
sessions
property
guests
day
guests
hours of guest interviews
“moment of truth” images
Outcome
Six Degrees uncovered opportunities to differentiate the properties from one another and recommended ways to effectively communicate and consistently deliver on-brand experiences for the two properties.
The client retained Six Degrees for a follow-on project to present our findings to the Development group for consideration as they design and remodel properties, with the goal of supporting a defined and consistent brand experience throughout the property stay.
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