Airline Comprehensive Transformation
A legacy airline initiated a 5-year comprehensive transformation plan. Commercial Excellence Partners (CEP) was engaged to support the design, delivery, and evaluation of multiple competencies and mindset-change programs across the top 15% of frontline service personnel. The transformation resulted in improved customer experience and a significant increase in Net Promoter Score (NPS).
The Challenge
How might we transform our frontline service personnel to deliver exceptional customer experiences and drive a significant improvement in customer satisfaction, reflected in a higher Net Promoter Score?
The airline recognized that its frontline employees were critical to its transformation efforts. To achieve its goals, it needed to equip these employees with the skills, knowledge, and mindset to consistently deliver outstanding service. The challenge was to design a program that would effectively change behaviors, improve customer interactions, and ultimately drive a higher NPS.
Our Approach
Design, deliver, and evaluate multiple competencies and mindset-change programs across the top 15% of frontline service personnel.
CEP partnered with the airline to develop a comprehensive training program that addressed key areas, including:
- Customer-centric communication skills
- Empathy and active listening
- Problem-solving and conflict resolution
- Service recovery
- Brand advocacy
- Positive mindset and emotional intelligence
The program incorporated a variety of learning methods, including workshops, role-playing, simulations, and coaching. Regular evaluations were conducted to assess the effectiveness of the program and make necessary adjustments.
The Results
More than 400 personnel have been trained, and airline customers have responded positively to the resulting improvement in the experience.
- Net Promoter Score (NPS) increased to 70, from being negative previously.
- Improved customer satisfaction scores.
- Positive feedback from customers regarding improved service quality.
- Increased employee engagement and morale.