Abstract:
SkyTeam, one of the largest international airline alliances, launched a pilot customer centricity project for their key product - SkyPriority. The pilot project used an innovative approach designed to evoke a feeling of customer centricity through research. Following the pilot implementation, we looked back and found a positive impact on high value customers and SkyPriority managers. Customers felt they could better collaborate with SkyTeam, and more importantly, they felt more valued as customers when compared to people who did not take part in the program. Airline managers also had a positive perception of the project and reported improved implementation of the SkyPriority product.
This could also be of interest:
Research Papers
Customer service
Catalogue: Seminar 1994: Banking And Insurance- From Recession To Recovery
Authors: Peter W. Southgate, Lorna McCulloch
 
June 15, 1994
Research Papers
Creating a service culture
Catalogue: Seminar 1987: Strategies For Service Management
Authors: Don Porter, John F. Swift
 
June 15, 1987
Research Papers
Customer service as a component of retailing strategy
Catalogue: Seminar 1989: Adding Value To Retail Offerings
Author: David Walters
 
June 15, 1989
