The Situation:

Airline carriers often become customers as much by default as by choice. When a commercial airline carrier purchases an aircraft, all service and logistical support are mandated by the company that manufacturers the components in the aircraft, giving the airline carrier limited options to select a product support system. As a result, the quality of customer service provided to the airline carrier is not always considered imperative by the manufacturer.

The Challenge:

• The company was organized around its products rather than its customers
• Customer complaints were on the rise
• Customer service needed to become more customer-centric

  The Project:

• Experience 360® survey execution (customer and employee), analysis and recommendations
• Experience Inventory of multiple touch points
• Focus Groups – Employees and customers
• Experience Guide – handbook for employees to guide them in creating great experiences at every customer touch point
• Evolve Training – Customized interactive program designed to improve employee engagement in creating excellent customer experiences
• Action Plan – Executional roadmap for reinventing the customer experience

  Delivering the Results:

• Service Delivery Model
• “Proud to be of Service” – theme
• Client had a 20% increase in customer satisfaction scores
• Smooth transition to a customer-centric model and change management
• The company’s new customer service became model for the rest of the organization