Case Study: ICD006: Air2000: In Flight Service Experience
Drivers
- Improve business results through improving repeat purchase
- Need to improve existing in-flight service activities
- Need to develop an improved and competitive customer proposition
The client, a leading supplier of air travel services to the package holiday market, had identified a need to continuously improve their in flight service activities as well as the possibility of diversifying their activities into a more direct relationship with their customers. There had been a recognition of improved revenues through improving customer retention.
Inputs
- Executive coaching and development of Customer Services Director
- Qualitative interviews with all senior team and business plans
- Project management support
- ICD Partnership ltd Customer experience design methodology adopted
The ICD Partnership worked with the client combining executive coaching and relationship management consultancy, qualitative interviewing skills, project management support and training of the in-flight services team in the customer experience design methodology.
Deliverables
- Fully mapped out new customer experience
- Map of expected staff behaviours required to support ideal experience
- Report with recommendations on internal communications and work streams to support service improvements
- An integrated project delivered to time
Through a series of qualitative interviews with staff, mystery shopping activities and a facilitated customer experience design workshop, the ICD Partnership were able to map out the ideal in flight customer experience, alongside a guideline for expected behaviours from staff to support such an experience. A full report with recommendations on internal communications and work streams to support the improvement of service was delivered, in addition to a route map for implementation.
Outputs
- Project team were fully trained in the Customer Experience Design method
- Customer processes were fully mapped out and documented
- Programme of service improvement was initiated on time
The client’s project team were fully trained in the Customer Experience Design methodology, allowing them to build on the customer processes that had already been mapped out during the training process. With these skills and understanding of internal issues, the team was able to progress with their programme of service improvements across the business.