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The case of CitizenM in Blue Ocean Shift challenges existing practices in the hotel industry by creating a new market space of affordable luxury hotels in prime locations. This was achieved by reducing or eliminating costly factors that travelers do not value, and raising or creating other factors. This significantly lowered its cost structure and enhanced buyer value. Additionally, CitizenM recognized the importance of empowering their staff, giving all customer-facing positions the title of ambassador. They hire people based on their attitudes and values, and train for competence.
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By reducing or eliminating costly factors that travelers do not really value, and raising or creating other factors, CitizenM significantly lowered its cost structure and enhanced buyer value, creating a new market space of affordable luxury hotels in prime locations. The company also recognized the importance of empowering their staff, giving all customer-facing positions the title of ambassador. The company hires people based on their attitudes and values, and trains for competence.
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Released in early-October 2017 — Blue Ocean Shift — is the continuation of the award-winning Blue Ocean Strategy, a bestselling strategy book based on...
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