About The Client
A leading global luxury automotive brand, our client sets the standard in performance and sophistication.
The Challenge
Looking to reimagine its dealer incentive program, our client aimed to move beyond traditional financial rewards and offer a high-impact travel experience. The goal was to motivate and reward key dealer principals—top-performing owners from across Canada—who had achieved excellence in sales, service, and customer satisfaction.
The challenge? This elite audience was no stranger to incentive travel. Many had attended similar programs from other automotive brands—meaning this experience had to stand apart as truly exclusive, prestigious, and deeply personal.
To succeed, the program had to:
- Deliver an epic, motivation-worthy destination with FOMO appeal
- Provide concierge-level service tailored to each winner and guest
- Balance curated group moments with ample free time
- Reinforce their brand’s sophistication and excellence in every detail
- Make both the dealer principal and their guest feel equally valued
Above all, it had to embody Omotenashi—the Japanese philosophy of wholehearted hospitality— by anticipating needs and creating seamless, meaningful moments at every turn.
The Solution
In collaboration with our client, we achieved these goals with a four-part strategy:
- Select an Unparalleled Destination
- Deliver Intuitive, Personalized Service
- Provide the Luxury of Choice & Customization
- Flawless Execution of Every Detail
The Destination: A Remote Luxury Retreat on Lanai, Hawaii
After an extensive search, Lanai, Hawaii was chosen for its pristine beauty, rugged landscapes, seclusion and luxury. As a private island with limited public access, it offered a rare mix of serenity and adventure—offering an experience that was nearly impossible to replicate independently.
Seamless, Personalized Concierge Service
We embraced Omotenashi by ensuring every guest’s journey was uniquely tailored. A dedicated concierge team conducted discovery calls with each attendee before the trip, capturing personal preferences and customizing their agenda accordingly. This concierge staff also assisted with pre- and post-trip planning, ensuring a stress-free and seamless experience.
An oceanfront suite served as the hospitality lounge, where on-demand concierge service was available throughout the program. Custom business cards made the event team easily reachable, reinforcing the program’s high-touch service.
Luxury of Choice: Customization & Exclusive Activations
Each guest had a fully personalized itinerary, with access to a diverse range of activities:
- Outdoor adventures: Hiking at Koloiki Ridge, horseback riding, ziplining, and
4×4 trekking - Wellness experiences: Spa treatments, sunrise yoga, and guided meditation
- Water excursions: Private catamaran snorkel sail, deep-sea fishing, and ocean kayaking
- Signature events: A private astronomy session at the Lanai Observatory, set the stage for the “Starry Night” farewell reception and dinner
Throughout the week, surprise elements added depth to the experience:
- Guests created flower bouquets at a pop-up station; later, branded vases with their arrangements were delivered to rooms, offering a fragrant anchor memory of the trip
- A curated accessories bar offered premium Hawaiian hats and apparel so guests could select items that fit their personal style
Branding that Felt Thoughtful, not Forced
Luxury branding was subtly woven throughout the experience:
- Custom gifts and keepsakes: Branded golf hats, club bag tags, Turkish towels, and personalized snorkel gear (initialized and custom sized)
- Exclusive event aesthetics: Branded pillows and décor at hosted spaces, including poolside cabanas and adventure activities
- High-touch dining experiences: At the Director’s Dinner, custom wooden napkin rings and a chef-led course introduction added a personalized touch
These details reinforced the client’s identity while keeping the experience intimate and authentic.
The Outcome
The program went far beyond rewarding performance. It deepened emotional connections, strengthened brand loyalty, and delivered lasting impact.
Feedback was overwhelmingly positive. Guests consistently said the experience felt “designed just for them.” Even those familiar with high-end incentives called it one of the best they’d ever attended.
Highlights from guest feedback:
“Our Hawaiian getaway was one of the best trips of our lives. The concierge team, the destination, the activities, the beautiful brunch, group dinners, thoughtful touches, and daily gifts—everything was incredible.”
“If there’s a category beyond exceptional, that’s where the concierge team belongs. Every detail was meticulous. We’d love to travel with this team again.”
“The variety of activities let us truly experience Lanai. The accommodations for my knee issue were so thoughtful—everything was perfect.”
The program proved that true incentives aren’t just about luxury—they’re about making every participant feel genuinely valued.
Click below to download a PDF of this case study.
