PJ Osler & Associates > Our Clients & Projects

Who we've worked with
The following is a snapshot of some of the clients we’ve worked with, and projects on which we’ve collaborated.

ACL Services Ltd.
Design and Development of Client Satisfaction Tracking Program
Retained to consult and advise on the design, development, and implementation of a customer satisfaction tracking program which incorporates Net Promoter Scores (NPS), including integration of the results into general operations and management.

Canadian Tourism Commission (CTC)
EQ Worksheets for Small & Medium Enterprises
In partnership with Mahon Jones & Associates, produced a tool to assist small and medium sized tourism businesses on how to apply the CTC's consumer segmentation framework – Explorer Quotient™, in each of the eight core global markets.

Intrawest Rental Division
Re-Imagining the Guest Experience & Defining an Implementation Plan
Facilitated the development of a new guest centric strategy for the equipment rental business, and assisted in garnering the buy-in of senior management.

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Led the team in a ‘Guest Experience Mapping and Management’ workshop where the complete rental experience from consideration to completion was reviewed and assessed. The outcome of this workshop and further work resulted in a successful pilot program.

Parks Canada, Mountain Parks Division
Icefields Parkway Market Planning
In partnership with Mahon Jones & Associates, provided a visitor experience perspective to the market planning process.

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Working with Parks Canada staff and an Advisory Group of stakeholders from the two national parks, developed a common vision and strategic concepts that would address an integrated approach to stewardship, education, and visitor experience.

Parks Canada, Mountain Parks Division
Market Planning Input for Canada's Mountain Parks
In partnership with Mahon Jones & Associates, provided a visitor experience perspective in the development of management plans

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... for all seven national mountain parks (Banff, Jasper, Waterton Lakes, Kootenay, Yoho, Glacier and Mount Revelstoke) and the Rogers Pass National Historic Site. As a result of analysis and consultation, the team developed visitor experience planning tools to guide decision-making, as well as a market segmentation tool.

Parks Canada, Visitor Experience Branch
Value Based Pricing Initiative
Provided a detailed understanding of value-based pricing, the requirements to implement such an approach, and facilitated a workshop on how

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... Parks Canada might design and develop a pricing management tool that would incorporate the principles of value-based pricing and allow Field Unit Supervisors to address changing conditions in local markets.

Rocky Mountaineer Vacations
Innovation Project
Designed and delivered a workshop for senior management to facilitate input on future product and service innovations.

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PJ Osler & Associates role was twofold: first to provide context to an innovation session by reviewing a variety of internal and public data and draw out new insights regarding the leisure and travel market and the Rocky Mountaineer guest; and secondly to design and deliver a workshop with senior management that would result in strategic concepts that could be further assessed and developed by internal teams. This workshop was delivered in collaboration with David Gouthro of the Consulting Edge: Movers and Shakers, Inc.

Rocky Mountaineer Vacations
Group Travel Market Assessment & Departmental Review
Assessed the near-term (3-5 year) potential for the Customized Group Travel business, options for addressing potential including the core personnel, training, and investment requirements to make each option successful.

Terasen Gas
Market Research Audit
Conducted a departmental review and research audit to assess research programs and initiatives, and how well they met current and future information needs. The audit included vendor requirements necessary to meet future needs.

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The review involved internal interviews to assess perceptions and utilization of research, as well as peer interviews within the research community to provide relevant industry comparisons and determine best practices. A series of recommendations were delivered along with high-level, action oriented implementation guidelines.

Tourism BC
Needs Assessment
Conducted a needs assessment and market review of options in order to make recommendations for the most appropriate vendor of an on-line survey and analysis tool.

Whistler Blackcomb
Peak2Peak Marketing Campaign Test
Designed and conducted research to evaluate the effectiveness of the proposed advertising campaign including imagery and key messages.

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Recommendations addressed changes to the imagery and content of the advertising campaign, as well as the general approach to marketing, and product pricing.