Virtuoso – “Better, Once”

Pros

At that time, truly innovative. The company had collected the very best retail travel agencies in the world, and working with those companies was inspiring. The preferred suppliers were and are second to none.

Cons

The company has spent millions of dollars over the years on failed technology initiatives, which has drained resources and soured opinions of the company in the industry. In not having a solid, and reasonable plan for growth, the company has failed to live up to its potential. Competitors, especially Signature, have benefited from Virtuoso's lack of disapline and focus.

Advice to Senior Management

Be flexible and adjust the business plan so that the retail travel agency members share in the profits of the company. Nail down a real plan for technology, and focus on achieving benchmarks. Go for good enough and then improve. Have a plan for mobile. Keep your eyes on the ball. And invest in better PR; over the past few years, it seems, to the casual observer, like the bloom is off the rose.