SlideShare a Scribd company logo
1 of 32
Download to read offline
European Customer Experience World
Lisa Burger
Head of Customer Experience
14/15 May 2013
Transforming the easyJet
end-2-end Customer Experience
3
Transforming our Customer experience
easyJet is well known across Europe; we fly 60million passengers annually, across 30 countries.
Our cause is to make travel easy and affordable for our customers. We are passionate about walking in our
customers' shoes to ensure we understand what customers value, gather their insights and measure how well we
execute the experience consistently. All this whilst maintaining our low cost business model and culture.
I will share our story on how we focused on our people, who in turn began to focus on transforming the customer
experience.
4
easyJet - Facts & Figures
 Safety is easyJet's No 1 priority
 We currently offer over 600 routes across 130 airports in over 30 countries. easyJet flies to 44 out of Europe’s 50 largest
airports
• We have the leading presence on Europe’s top 100 routes
 easyJet operates 204 Airbus A320 & A319 aircraft, with an average age of 4.5years old.
 easyJet took delivery of its 200th Airbus aircraft on 26 May 2011, becoming the world’s youngest and quickest airline to reach
a fleet of 200 Airbus aircraft
 2012 - 58.4m passengers carried, of which 10m were business passengers
 Employee 8,000 people, including 2,000 pilots and 4,500 cabin crew
 easyJet offers fantastic value: on average we fly you 1100km for under £60.00
 Awarded “Best Low Cost Airline ” at 2012 Word Airline Awards (SkyTrax gathers 19m votes across 200 airlines)
 Carolyn McCall OBE joined as CEO July 2010
5
Our network
6
Making travel easy & affordable
 It will help to drive the revenues up
 It will help us to drive costs out
 It is an enabler to achieving our
strategic objectives
 It creates a competitive advantage
Customer is at the heart of what we do
7
Our values
Safety
We never compromise on safety
Simplicity
We cut out the things that
don’t matter to keep us lean
and make it easy
One team
Together we’ll always find a
way
Integrity
We stand by our word and
do what we say
Passion
We have a passion for our
customers, our people and
the work we do
Pioneering
We challenge to find new
ways to make travel easy and
affordable
8
Leading transformational change
 Customer was not considered in our decision making and was not
at the forefront of our priorities
 Our people were focussed on key metrics, operational, commercial
and financial
• Safety & OTP is King!
 What did the easyJet Customer Experience look and feel like ?
 What does our desired Customer Experience look and feel like for
the future?
• Co-Creation workshops
• Insights (Customer Satisfaction)
• Our people
 Lead a shift in mind-set and engage the hearts and minds of our
people
9
Leading transformational change
 easyJet – action and delivery, visual
• A picture tells a thousand words
 Our customers and our people were able to help
us prioritise the fundamental stages in the e2e
journey that drove dissatisfaction
• Fix the basics & build CE foundations
• Put ourselves in our customers shoes
 Insights into action
• Sort out the scrum at the gate
• Introduce allocated seating
• Give me information when its going wrong
• Mobile APP please!
 Roadmap of short and long term activity
• Customer Board established
10
Leading transformational change
The customer journey. This is a framework for looking
at the customer experience and breaking down the
individual components for focused management and
development. It looks at key stages of the journey,
enabling definition of key touch points and significant
consumer moments of truth..
11
Transforming the e2e
Customer experience
12
Transforming the e2e customer experience
1.2.3 Online Check-In
My easyJetCommercialisation
Customer Comms
Auto Bag Drop
Mobile B/PassBag proposition
easyJet Plus
Customer Charter Disruption
• 3 easy steps to travel
• Navigate through the a/p
process
• Remove confusion
• Today at 92%
• Rebranded a/p
signage
• Rebuilt existing site
• Reduce call volume
• Easier/intuitive
• process
• Maximise opportunity
• Reminder during check-
in process
• Targeted/relevant
• Single customer view
• X
• Auto bag drop
trials underway
• Online check in is
an enabler
• Drive down cost
• Functionality built
• Test across 6 airports
• Customers cant wait!
• Cabin bag
evolution
• Logical hold
Luggage policy
• SG simplified
• eJ+ signage
• SB Check-in
replaced
• Upfront/exit
seats inc.
• 17K staff trained
• M&A champions
• Externalise the
promises
• Flight tracker & Live
updates launched 1.4m
hits 26/2
A/P of the Future
• eJ ideal a/p of the future
design
• Technology enabled
13
easyJet transition to 100% online check-in
An easyJet spokesman said:
an unspecified "transition period" would give
passengers time to adapt to the new policy, but
claimed that no plans were in place to charge a similar
fee if they forget to check in online, or to print their
boarding pass.
"We try to be a bit more customer friendly than
Ryanair, and hope passengers choose to check-in online
without the threat of punitive charges," said
spokesman.
“easyJet is always looking to make travel easier & more
affordable. Online check in has proved popular with
passengers, for whom it saves time queuing at the
airport, and has helped easyJet keep its costs, &
therefore its fares, low.“
He added that 80% of passengers already choose to
check in online, and that the move was aimed at
making the airport journey quicker for all.”
14
Marketing Director,
Peter Duffy said:
“We know from
passenger feedback that
it will be a popular
addition to our award-
winning app. Building
on the success of the
app, which is the fastest
airline app on the
market, mobile boarding
passes is the next
important step in our
aim to make travel easy
and affordable.”
Developing our Award winning App
15
Pull:
Data
Driven
Loyalty
Conversion
We started here:
Using email to deliver ‘one-size fits
all’, predominantly sales-driven
messages.
Highly targeted and
relevant
Push: BroadcastOne message and sales
driven
Re-purchase
We will end up here:
A targeted, intuitive, customer-driven
travel experience
Optimising our direct marketing with the customer in mind
16
Hotel cross-sell Car cross-sell Families (infant and
non)
Getting organised BOSS
upsell
To and from the
airport
APIS 48 hours to
go
Online
check-in
Customer contact strategies
We have launched a leisure customer contact strategy with the following objectives:
• Commercial - increase revenue from live bookers
• Customer - make travel easier and more enjoyable by providing a blend of operational, customer service and ancillary messaging at
relevant points in the run up to your flight
Building on the foundations of the above we are now:
• Optimising the leisure programme
• Developed a business programme
• Developed segmented versions – e.g. frequent flyer /easyJet Plus card holders
17
Leading transformational change
The customer charter. This is a behavioural framework
focused on setting standards for how our customer
facing people (in the broadest sense) deal with
customers.
18
How we created our Customer Charter
We held 10 workshops & follow-
ups with 300 of our customer
facing people to gather visions for
the charter
• > 100 contact centre agents
• 45 cabin crew
• 12 pilots
• 117 partners from top 30
Airport & ground ops
companies
Customer feedback was an
essential input into the workshops
Align with Brand Values
Exploration
19
20
How we created our Customer Charter
We held 10 workshops & follow-
ups with ~ 300 of our customer
facing people to gather visions for
the charter
• > 100 contact centre agents
• 45 cabin crew
• 12 pilots
• 117 partners from top 30
Airport & ground ops
companies
Customer feedback was an
essential input into the workshops
We consolidated & themed output
across all functions
• 5 clear themes emerged
• Each theme is supported by a
set of promises
Exploration Consolidation
21
Our Customer Charter making travel easy and affordable
safety first, we never compromise
• Your safety and security is our number one priority
on your side, we see it from your point of view
• We recognise your time is important
• We don’t assume we know best
• We make our decisions with you in mind
• We appreciate your needs and wants
• We will be your voice and champion your cause
a big smile, friendly service is our passion
• Making you feel confident and at ease is at the heart of what we do
• A friendly, helpful and knowledgeable team awaits you
• We listen to you and help by providing options and solutions
• You want to arrive on time and with your baggage – we want that too!
make it easy, at every step
• We tell you what to expect and what happens next
• You can chose the way you want to communicate with us
• We make information easily available to you
• We act on your feedback
open & upfront, we will always be straight with you
• We believe in keeping you informed at all times
• We communicate with you in a truthful and clear way
• We admit when we get it wrong and say sorry
our
promise
to you
22
Making travel easy and affordable
23
How we created our Customer Charter
We held 10 workshops & follow-
ups with ~ 300 of our customer
facing people to gather visions for
the charter
• > 100 contact centre agents
• 45 cabin crew
• 12 pilots
• 117 partners from top 30
Airport & ground ops
companies
Customer feedback was an
essential input into the workshops
We consolidated & themed output
across all functions
• 5 clear themes emerged
• Each theme is supported by a
set of promises
We ensured alignment of themes
with people values & brand values
Board signed off
Customer charter
Apr 2012
Rollout and implementation plans
agreed with each area
commenced Summer12
embedded into induction, training,
recurrent, appraisal, reward &
recognition
Exploration Consolidation Alignment
24
Integration with our Brand Values
Internal
Value
Descriptor
Safety first
We never compromise on
safety.
One team Together we’ll always find a
way.
Integrity We stand by our word and
do what we say.
Simplicity
We cut out the things that
don’t matter to keep us lean
and make it easy.
Pioneering
We challenge to find new
ways to make travel easy and
affordable.
Passion
We have a passion for our
customers, our people and
the work we do.
Customer Promise Descriptor
Safety first
We never compromise on
safety.
On your side
We always see it from your
point of view.
Open & upfront
We will always be straight
with you.
Make it easy
We make it easy at every
step of your journey.
A big smile
Friendly service is our
passion.
25
“Very proud to
be part of it”
“Very
valued to
be part of
this”
“Lots of time
and effort has
went (gone)
into this. Feel
very proud to
be a part of it”
“Feel proud to be
part of something
which will help to
move the
company
forwards”
“Proud to
write some
history for a
great
brand!”
“We made
easyJet
history”
26
Implementing the customer charter
AROUND 17,000 of our staff on the front line have been educated around the charter
• 3,600 Cabin Crew
• 4,800 have attended base
roadshows/workshop
• 1,400 Captains & FO’s
• Over 9,929 front of house customer
facing staff
• 458 Contact Centre agents in Poland &
India
• In addition for 98 airports have
completed train the trainer classroom
sessions
27
How do you bring to life the charter in your role?
28
Ground Ops Walking in their Customer Shoes
29
Introducing our
pledge site
• Pledges reviewed every day
• Customer Experience Team moderate
and approve
• Group pledges by area or promise
• We will publish by team/area regularly
• 282 pledges in the first 5 days
30
Externalising our charter promises
31
My final thought…
“The key to successful leadership today is influence, not
authority”
Kenneth Hartley Blanchard
Thank You
Q&A

More Related Content

What's hot

CRM Practices in the Airlines Industry
CRM Practices in the Airlines IndustryCRM Practices in the Airlines Industry
CRM Practices in the Airlines IndustryMandar Ghanekar
 
UBER - Product Management Assignment
UBER - Product Management AssignmentUBER - Product Management Assignment
UBER - Product Management AssignmentEugene Levin
 
JetBlue Airways: TrueBlue Badges Case Study - Loyalty 3.0
JetBlue Airways: TrueBlue Badges Case Study - Loyalty 3.0JetBlue Airways: TrueBlue Badges Case Study - Loyalty 3.0
JetBlue Airways: TrueBlue Badges Case Study - Loyalty 3.0Matt Popiolek
 
Magellan Global
Magellan GlobalMagellan Global
Magellan GlobalTaxibank
 
Southwestairlinesppt 110102120609-phpapp01 (1)
Southwestairlinesppt 110102120609-phpapp01 (1)Southwestairlinesppt 110102120609-phpapp01 (1)
Southwestairlinesppt 110102120609-phpapp01 (1)Vishal verma
 
CRM in Singapore Airline (SIA working on CRM )
 CRM  in Singapore Airline (SIA working on CRM ) CRM  in Singapore Airline (SIA working on CRM )
CRM in Singapore Airline (SIA working on CRM )Anabia Fatima
 
Carrie E. Burke - Collision Repair Operations Professional Resume
Carrie E. Burke - Collision Repair Operations Professional Resume Carrie E. Burke - Collision Repair Operations Professional Resume
Carrie E. Burke - Collision Repair Operations Professional Resume Carrie Burke
 
Outcome 5 travel and accommodation
Outcome 5 travel and accommodationOutcome 5 travel and accommodation
Outcome 5 travel and accommodationMarcus McGowan
 

What's hot (12)

Good hotels in pune
Good hotels in puneGood hotels in pune
Good hotels in pune
 
CRM Practices in the Airlines Industry
CRM Practices in the Airlines IndustryCRM Practices in the Airlines Industry
CRM Practices in the Airlines Industry
 
UBER - Product Management Assignment
UBER - Product Management AssignmentUBER - Product Management Assignment
UBER - Product Management Assignment
 
Turo Clone Car Sharing and Rental App
Turo Clone Car Sharing and Rental AppTuro Clone Car Sharing and Rental App
Turo Clone Car Sharing and Rental App
 
JetBlue Airways: TrueBlue Badges Case Study - Loyalty 3.0
JetBlue Airways: TrueBlue Badges Case Study - Loyalty 3.0JetBlue Airways: TrueBlue Badges Case Study - Loyalty 3.0
JetBlue Airways: TrueBlue Badges Case Study - Loyalty 3.0
 
Magellan Global
Magellan GlobalMagellan Global
Magellan Global
 
Tinus Labuschagne CV 2016
Tinus Labuschagne CV 2016Tinus Labuschagne CV 2016
Tinus Labuschagne CV 2016
 
Southwestairlinesppt 110102120609-phpapp01 (1)
Southwestairlinesppt 110102120609-phpapp01 (1)Southwestairlinesppt 110102120609-phpapp01 (1)
Southwestairlinesppt 110102120609-phpapp01 (1)
 
CRM in Singapore Airline (SIA working on CRM )
 CRM  in Singapore Airline (SIA working on CRM ) CRM  in Singapore Airline (SIA working on CRM )
CRM in Singapore Airline (SIA working on CRM )
 
Carrie E. Burke - Collision Repair Operations Professional Resume
Carrie E. Burke - Collision Repair Operations Professional Resume Carrie E. Burke - Collision Repair Operations Professional Resume
Carrie E. Burke - Collision Repair Operations Professional Resume
 
Outcome 5 travel and accommodation
Outcome 5 travel and accommodationOutcome 5 travel and accommodation
Outcome 5 travel and accommodation
 
C.V
C.VC.V
C.V
 

Similar to Day1 track session_2_a_lisa_burger

Corporate Traveller 11 Reasons
Corporate Traveller 11 ReasonsCorporate Traveller 11 Reasons
Corporate Traveller 11 ReasonsKarl Ballout
 
Customer journey mapping
Customer journey mappingCustomer journey mapping
Customer journey mappingFuturelab
 
UK - CT The Collection 2016_Summer edition
UK - CT The Collection 2016_Summer editionUK - CT The Collection 2016_Summer edition
UK - CT The Collection 2016_Summer editionAlex Reid
 
CRM IN SOUTHWEST AIRLINES
CRM IN SOUTHWEST AIRLINESCRM IN SOUTHWEST AIRLINES
CRM IN SOUTHWEST AIRLINESVishal verma
 
Adelman agile abridged for web
Adelman agile abridged for webAdelman agile abridged for web
Adelman agile abridged for webSTIR, LLC
 
EN - Corporate Traveller Brochure
EN - Corporate Traveller BrochureEN - Corporate Traveller Brochure
EN - Corporate Traveller BrochureAlexandre Gazaille
 
Lifecycle marketing101
Lifecycle marketing101Lifecycle marketing101
Lifecycle marketing101Jaynie Degnan
 
From Janitor to Host
From Janitor to HostFrom Janitor to Host
From Janitor to HostVivastream
 
Jet blue airway corporation
Jet blue airway corporationJet blue airway corporation
Jet blue airway corporationRubiya Tahir
 
Customer relationship management of emirates
Customer relationship management of emiratesCustomer relationship management of emirates
Customer relationship management of emiratesShubhRa Verma
 
Concur Infographic
Concur InfographicConcur Infographic
Concur InfographicTyler Poe
 
A Shift in Focus: Creating the Experience
A Shift in Focus: Creating the ExperienceA Shift in Focus: Creating the Experience
A Shift in Focus: Creating the Experienceqmatheson
 
Dumonde for Business Travelers
Dumonde for Business TravelersDumonde for Business Travelers
Dumonde for Business TravelersMariana Nunes
 
Fcm Travel Solutions 2011
Fcm Travel Solutions 2011Fcm Travel Solutions 2011
Fcm Travel Solutions 2011Arittra Basu
 

Similar to Day1 track session_2_a_lisa_burger (20)

Corporate Traveller 11 Reasons
Corporate Traveller 11 ReasonsCorporate Traveller 11 Reasons
Corporate Traveller 11 Reasons
 
Customer journey mapping
Customer journey mappingCustomer journey mapping
Customer journey mapping
 
UK - CT The Collection 2016_Summer edition
UK - CT The Collection 2016_Summer editionUK - CT The Collection 2016_Summer edition
UK - CT The Collection 2016_Summer edition
 
RTPI 2013 Phil Young
RTPI 2013 Phil YoungRTPI 2013 Phil Young
RTPI 2013 Phil Young
 
CRM IN SOUTHWEST AIRLINES
CRM IN SOUTHWEST AIRLINESCRM IN SOUTHWEST AIRLINES
CRM IN SOUTHWEST AIRLINES
 
Adelman agile abridged for web
Adelman agile abridged for webAdelman agile abridged for web
Adelman agile abridged for web
 
CT_The Collection
CT_The CollectionCT_The Collection
CT_The Collection
 
CT_The Collection
CT_The CollectionCT_The Collection
CT_The Collection
 
EN - Corporate Traveller Brochure
EN - Corporate Traveller BrochureEN - Corporate Traveller Brochure
EN - Corporate Traveller Brochure
 
Lifecycle marketing101
Lifecycle marketing101Lifecycle marketing101
Lifecycle marketing101
 
From Janitor to Host
From Janitor to HostFrom Janitor to Host
From Janitor to Host
 
Jet blue airway corporation
Jet blue airway corporationJet blue airway corporation
Jet blue airway corporation
 
SYNERGY GCC small
SYNERGY GCC smallSYNERGY GCC small
SYNERGY GCC small
 
Customer relationship management of emirates
Customer relationship management of emiratesCustomer relationship management of emirates
Customer relationship management of emirates
 
The 10 most enriching travel experience solution provider 2019
The 10 most enriching travel experience solution provider 2019The 10 most enriching travel experience solution provider 2019
The 10 most enriching travel experience solution provider 2019
 
Concur Infographic
Concur InfographicConcur Infographic
Concur Infographic
 
APPLEHOUSE BROCHURE
APPLEHOUSE BROCHUREAPPLEHOUSE BROCHURE
APPLEHOUSE BROCHURE
 
A Shift in Focus: Creating the Experience
A Shift in Focus: Creating the ExperienceA Shift in Focus: Creating the Experience
A Shift in Focus: Creating the Experience
 
Dumonde for Business Travelers
Dumonde for Business TravelersDumonde for Business Travelers
Dumonde for Business Travelers
 
Fcm Travel Solutions 2011
Fcm Travel Solutions 2011Fcm Travel Solutions 2011
Fcm Travel Solutions 2011
 

More from TheFocusGroup

EFG 2013 - Presentations as a showreel
EFG 2013 - Presentations as a showreelEFG 2013 - Presentations as a showreel
EFG 2013 - Presentations as a showreelTheFocusGroup
 
EFG 2013 [Keynote] David MacLeod - Engage for success - why employee engageme...
EFG 2013 [Keynote] David MacLeod - Engage for success - why employee engageme...EFG 2013 [Keynote] David MacLeod - Engage for success - why employee engageme...
EFG 2013 [Keynote] David MacLeod - Engage for success - why employee engageme...TheFocusGroup
 
ECEW 2013 Derek Allison - Bringing Customer Centricity to Life
ECEW 2013 Derek Allison - Bringing Customer Centricity to LifeECEW 2013 Derek Allison - Bringing Customer Centricity to Life
ECEW 2013 Derek Allison - Bringing Customer Centricity to LifeTheFocusGroup
 
ICEW 2013 Rene Otto - Providing Leadership to influence Customer Experience
ICEW 2013 Rene Otto - Providing Leadership to influence Customer ExperienceICEW 2013 Rene Otto - Providing Leadership to influence Customer Experience
ICEW 2013 Rene Otto - Providing Leadership to influence Customer ExperienceTheFocusGroup
 
ICEW 2013 Graham Webster - Making Customer Experience come alive to transform...
ICEW 2013 Graham Webster - Making Customer Experience come alive to transform...ICEW 2013 Graham Webster - Making Customer Experience come alive to transform...
ICEW 2013 Graham Webster - Making Customer Experience come alive to transform...TheFocusGroup
 
ICEW 2013 Anneli Retief - Consumer Consciousness Trends in South Africa
ICEW 2013 Anneli Retief - Consumer Consciousness Trends in South AfricaICEW 2013 Anneli Retief - Consumer Consciousness Trends in South Africa
ICEW 2013 Anneli Retief - Consumer Consciousness Trends in South AfricaTheFocusGroup
 
ICEW 2013 Reshmi Maharaj - Putting SAs competitive customer satisfaction mark...
ICEW 2013 Reshmi Maharaj - Putting SAs competitive customer satisfaction mark...ICEW 2013 Reshmi Maharaj - Putting SAs competitive customer satisfaction mark...
ICEW 2013 Reshmi Maharaj - Putting SAs competitive customer satisfaction mark...TheFocusGroup
 
ICEW 2013 Rob Collins - Mind and Mood: how to keep the customers coming back ...
ICEW 2013 Rob Collins - Mind and Mood: how to keep the customers coming back ...ICEW 2013 Rob Collins - Mind and Mood: how to keep the customers coming back ...
ICEW 2013 Rob Collins - Mind and Mood: how to keep the customers coming back ...TheFocusGroup
 
ICEW 2013 Wilfred Emmanuel-Jones - Building the Brand and Influence of Social...
ICEW 2013 Wilfred Emmanuel-Jones - Building the Brand and Influence of Social...ICEW 2013 Wilfred Emmanuel-Jones - Building the Brand and Influence of Social...
ICEW 2013 Wilfred Emmanuel-Jones - Building the Brand and Influence of Social...TheFocusGroup
 
ICEW 2013 Amanda Cromhout - Big Data: the key to making customer-centric cha...
ICEW 2013  Amanda Cromhout - Big Data: the key to making customer-centric cha...ICEW 2013  Amanda Cromhout - Big Data: the key to making customer-centric cha...
ICEW 2013 Amanda Cromhout - Big Data: the key to making customer-centric cha...TheFocusGroup
 
Day+1+ +1440+-+carlton+hood
Day+1+ +1440+-+carlton+hoodDay+1+ +1440+-+carlton+hood
Day+1+ +1440+-+carlton+hoodTheFocusGroup
 
Day1 track session_1_a_tom_allason
Day1 track session_1_a_tom_allasonDay1 track session_1_a_tom_allason
Day1 track session_1_a_tom_allasonTheFocusGroup
 
ECEW 2013 Jo Moran - Shop Your Way
ECEW 2013 Jo Moran - Shop Your WayECEW 2013 Jo Moran - Shop Your Way
ECEW 2013 Jo Moran - Shop Your WayTheFocusGroup
 
ECEW 2013 Keith Schorah - Customer Experience: is it still the strategic inve...
ECEW 2013 Keith Schorah - Customer Experience: is it still the strategic inve...ECEW 2013 Keith Schorah - Customer Experience: is it still the strategic inve...
ECEW 2013 Keith Schorah - Customer Experience: is it still the strategic inve...TheFocusGroup
 
Day1 track session_1_b_ryan_cheyne
Day1 track session_1_b_ryan_cheyneDay1 track session_1_b_ryan_cheyne
Day1 track session_1_b_ryan_cheyneTheFocusGroup
 
ECEW 2013 Anthony Thomson - The proven benefits of Metro Bank's CE strategy
ECEW 2013 Anthony Thomson - The proven benefits of Metro Bank's CE strategy ECEW 2013 Anthony Thomson - The proven benefits of Metro Bank's CE strategy
ECEW 2013 Anthony Thomson - The proven benefits of Metro Bank's CE strategy TheFocusGroup
 
Day2 track session_1_b_susie_rivett
Day2 track session_1_b_susie_rivettDay2 track session_1_b_susie_rivett
Day2 track session_1_b_susie_rivettTheFocusGroup
 
ECEW 2013 Cris Beswick & Derek Bishop - The human touch
ECEW 2013 Cris Beswick & Derek Bishop - The human touchECEW 2013 Cris Beswick & Derek Bishop - The human touch
ECEW 2013 Cris Beswick & Derek Bishop - The human touchTheFocusGroup
 

More from TheFocusGroup (20)

EFG 2013 - Presentations as a showreel
EFG 2013 - Presentations as a showreelEFG 2013 - Presentations as a showreel
EFG 2013 - Presentations as a showreel
 
EFG 2013 [Keynote] David MacLeod - Engage for success - why employee engageme...
EFG 2013 [Keynote] David MacLeod - Engage for success - why employee engageme...EFG 2013 [Keynote] David MacLeod - Engage for success - why employee engageme...
EFG 2013 [Keynote] David MacLeod - Engage for success - why employee engageme...
 
Ecew 2013
Ecew 2013Ecew 2013
Ecew 2013
 
ECEW 2013 Derek Allison - Bringing Customer Centricity to Life
ECEW 2013 Derek Allison - Bringing Customer Centricity to LifeECEW 2013 Derek Allison - Bringing Customer Centricity to Life
ECEW 2013 Derek Allison - Bringing Customer Centricity to Life
 
ICEW 2013 Rene Otto - Providing Leadership to influence Customer Experience
ICEW 2013 Rene Otto - Providing Leadership to influence Customer ExperienceICEW 2013 Rene Otto - Providing Leadership to influence Customer Experience
ICEW 2013 Rene Otto - Providing Leadership to influence Customer Experience
 
ICEW 2013 Graham Webster - Making Customer Experience come alive to transform...
ICEW 2013 Graham Webster - Making Customer Experience come alive to transform...ICEW 2013 Graham Webster - Making Customer Experience come alive to transform...
ICEW 2013 Graham Webster - Making Customer Experience come alive to transform...
 
ICEW 2013 Anneli Retief - Consumer Consciousness Trends in South Africa
ICEW 2013 Anneli Retief - Consumer Consciousness Trends in South AfricaICEW 2013 Anneli Retief - Consumer Consciousness Trends in South Africa
ICEW 2013 Anneli Retief - Consumer Consciousness Trends in South Africa
 
ICEW 2013 Reshmi Maharaj - Putting SAs competitive customer satisfaction mark...
ICEW 2013 Reshmi Maharaj - Putting SAs competitive customer satisfaction mark...ICEW 2013 Reshmi Maharaj - Putting SAs competitive customer satisfaction mark...
ICEW 2013 Reshmi Maharaj - Putting SAs competitive customer satisfaction mark...
 
ICEW 2013 Rob Collins - Mind and Mood: how to keep the customers coming back ...
ICEW 2013 Rob Collins - Mind and Mood: how to keep the customers coming back ...ICEW 2013 Rob Collins - Mind and Mood: how to keep the customers coming back ...
ICEW 2013 Rob Collins - Mind and Mood: how to keep the customers coming back ...
 
ICEW 2013 Wilfred Emmanuel-Jones - Building the Brand and Influence of Social...
ICEW 2013 Wilfred Emmanuel-Jones - Building the Brand and Influence of Social...ICEW 2013 Wilfred Emmanuel-Jones - Building the Brand and Influence of Social...
ICEW 2013 Wilfred Emmanuel-Jones - Building the Brand and Influence of Social...
 
ICEW 2013 Amanda Cromhout - Big Data: the key to making customer-centric cha...
ICEW 2013  Amanda Cromhout - Big Data: the key to making customer-centric cha...ICEW 2013  Amanda Cromhout - Big Data: the key to making customer-centric cha...
ICEW 2013 Amanda Cromhout - Big Data: the key to making customer-centric cha...
 
Day+1+ +1440+-+carlton+hood
Day+1+ +1440+-+carlton+hoodDay+1+ +1440+-+carlton+hood
Day+1+ +1440+-+carlton+hood
 
Day1 track session_1_a_tom_allason
Day1 track session_1_a_tom_allasonDay1 track session_1_a_tom_allason
Day1 track session_1_a_tom_allason
 
ECEW 2013 Jo Moran - Shop Your Way
ECEW 2013 Jo Moran - Shop Your WayECEW 2013 Jo Moran - Shop Your Way
ECEW 2013 Jo Moran - Shop Your Way
 
ECEW 2013 Keith Schorah - Customer Experience: is it still the strategic inve...
ECEW 2013 Keith Schorah - Customer Experience: is it still the strategic inve...ECEW 2013 Keith Schorah - Customer Experience: is it still the strategic inve...
ECEW 2013 Keith Schorah - Customer Experience: is it still the strategic inve...
 
Day1 track session_1_b_ryan_cheyne
Day1 track session_1_b_ryan_cheyneDay1 track session_1_b_ryan_cheyne
Day1 track session_1_b_ryan_cheyne
 
ECEW 2013 Anthony Thomson - The proven benefits of Metro Bank's CE strategy
ECEW 2013 Anthony Thomson - The proven benefits of Metro Bank's CE strategy ECEW 2013 Anthony Thomson - The proven benefits of Metro Bank's CE strategy
ECEW 2013 Anthony Thomson - The proven benefits of Metro Bank's CE strategy
 
The human touch
The human touchThe human touch
The human touch
 
Day2 track session_1_b_susie_rivett
Day2 track session_1_b_susie_rivettDay2 track session_1_b_susie_rivett
Day2 track session_1_b_susie_rivett
 
ECEW 2013 Cris Beswick & Derek Bishop - The human touch
ECEW 2013 Cris Beswick & Derek Bishop - The human touchECEW 2013 Cris Beswick & Derek Bishop - The human touch
ECEW 2013 Cris Beswick & Derek Bishop - The human touch
 

Recently uploaded

Michael Vidyakin: Introduction to PMO (UA)
Michael Vidyakin: Introduction to PMO (UA)Michael Vidyakin: Introduction to PMO (UA)
Michael Vidyakin: Introduction to PMO (UA)Lviv Startup Club
 
Data skills for Agile Teams- Killing story points
Data skills for Agile Teams- Killing story pointsData skills for Agile Teams- Killing story points
Data skills for Agile Teams- Killing story pointsyasinnathani
 
Building Your Personal Brand on LinkedIn - Expert Planet- 2024
 Building Your Personal Brand on LinkedIn - Expert Planet-  2024 Building Your Personal Brand on LinkedIn - Expert Planet-  2024
Building Your Personal Brand on LinkedIn - Expert Planet- 2024Stephan Koning
 
AMAZON SELLER VIRTUAL ASSISTANT PRODUCT RESEARCH .pdf
AMAZON SELLER VIRTUAL ASSISTANT PRODUCT RESEARCH .pdfAMAZON SELLER VIRTUAL ASSISTANT PRODUCT RESEARCH .pdf
AMAZON SELLER VIRTUAL ASSISTANT PRODUCT RESEARCH .pdfJohnCarloValencia4
 
Scrum Events & How to run them effectively
Scrum Events & How to run them effectivelyScrum Events & How to run them effectively
Scrum Events & How to run them effectivelyMarianna Nakou
 
The Vietnam Believer Newsletter_MARCH 25, 2024_EN_Vol. 003
The Vietnam Believer Newsletter_MARCH 25, 2024_EN_Vol. 003The Vietnam Believer Newsletter_MARCH 25, 2024_EN_Vol. 003
The Vietnam Believer Newsletter_MARCH 25, 2024_EN_Vol. 003believeminhh
 
NewBase 25 March 2024 Energy News issue - 1710 by Khaled Al Awadi_compress...
NewBase  25 March  2024  Energy News issue - 1710 by Khaled Al Awadi_compress...NewBase  25 March  2024  Energy News issue - 1710 by Khaled Al Awadi_compress...
NewBase 25 March 2024 Energy News issue - 1710 by Khaled Al Awadi_compress...Khaled Al Awadi
 
Cracking the ‘Business Process Outsourcing’ Code Main.pptx
Cracking the ‘Business Process Outsourcing’ Code Main.pptxCracking the ‘Business Process Outsourcing’ Code Main.pptx
Cracking the ‘Business Process Outsourcing’ Code Main.pptxWorkforce Group
 
Anyhr.io | Presentation HR&Recruiting agency
Anyhr.io | Presentation HR&Recruiting agencyAnyhr.io | Presentation HR&Recruiting agency
Anyhr.io | Presentation HR&Recruiting agencyHanna Klim
 
Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024Borderless Access
 
UNLEASHING THE POWER OF PROGRAMMATIC ADVERTISING
UNLEASHING THE POWER OF PROGRAMMATIC ADVERTISINGUNLEASHING THE POWER OF PROGRAMMATIC ADVERTISING
UNLEASHING THE POWER OF PROGRAMMATIC ADVERTISINGlokeshwarmaha
 
Trauma Training Service for First Responders
Trauma Training Service for First RespondersTrauma Training Service for First Responders
Trauma Training Service for First RespondersBPOQe
 
Q2 2024 APCO Geopolitical Radar - The Global Operating Environment for Business
Q2 2024 APCO Geopolitical Radar - The Global Operating Environment for BusinessQ2 2024 APCO Geopolitical Radar - The Global Operating Environment for Business
Q2 2024 APCO Geopolitical Radar - The Global Operating Environment for BusinessAPCO
 
Plano de marketing- inglês em formato ppt
Plano de marketing- inglês  em formato pptPlano de marketing- inglês  em formato ppt
Plano de marketing- inglês em formato pptElizangelaSoaresdaCo
 
A flour, rice and Suji company in Jhang.
A flour, rice and Suji company in Jhang.A flour, rice and Suji company in Jhang.
A flour, rice and Suji company in Jhang.mcshagufta46
 
MoneyBridge Pitch Deck - Investor Presentation
MoneyBridge Pitch Deck - Investor PresentationMoneyBridge Pitch Deck - Investor Presentation
MoneyBridge Pitch Deck - Investor Presentationbaron83
 
Introduction to The overview of GAAP LO 1-5.pptx
Introduction to The overview of GAAP LO 1-5.pptxIntroduction to The overview of GAAP LO 1-5.pptx
Introduction to The overview of GAAP LO 1-5.pptxJemalSeid25
 
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...IMARC Group
 
Upgrade Your Banking Experience with Advanced Core Banking Applications
Upgrade Your Banking Experience with Advanced Core Banking ApplicationsUpgrade Your Banking Experience with Advanced Core Banking Applications
Upgrade Your Banking Experience with Advanced Core Banking ApplicationsIntellect Design Arena Ltd
 

Recently uploaded (20)

Michael Vidyakin: Introduction to PMO (UA)
Michael Vidyakin: Introduction to PMO (UA)Michael Vidyakin: Introduction to PMO (UA)
Michael Vidyakin: Introduction to PMO (UA)
 
Data skills for Agile Teams- Killing story points
Data skills for Agile Teams- Killing story pointsData skills for Agile Teams- Killing story points
Data skills for Agile Teams- Killing story points
 
Building Your Personal Brand on LinkedIn - Expert Planet- 2024
 Building Your Personal Brand on LinkedIn - Expert Planet-  2024 Building Your Personal Brand on LinkedIn - Expert Planet-  2024
Building Your Personal Brand on LinkedIn - Expert Planet- 2024
 
AMAZON SELLER VIRTUAL ASSISTANT PRODUCT RESEARCH .pdf
AMAZON SELLER VIRTUAL ASSISTANT PRODUCT RESEARCH .pdfAMAZON SELLER VIRTUAL ASSISTANT PRODUCT RESEARCH .pdf
AMAZON SELLER VIRTUAL ASSISTANT PRODUCT RESEARCH .pdf
 
Scrum Events & How to run them effectively
Scrum Events & How to run them effectivelyScrum Events & How to run them effectively
Scrum Events & How to run them effectively
 
The Vietnam Believer Newsletter_MARCH 25, 2024_EN_Vol. 003
The Vietnam Believer Newsletter_MARCH 25, 2024_EN_Vol. 003The Vietnam Believer Newsletter_MARCH 25, 2024_EN_Vol. 003
The Vietnam Believer Newsletter_MARCH 25, 2024_EN_Vol. 003
 
Investment Opportunity for Thailand's Automotive & EV Industries
Investment Opportunity for Thailand's Automotive & EV IndustriesInvestment Opportunity for Thailand's Automotive & EV Industries
Investment Opportunity for Thailand's Automotive & EV Industries
 
NewBase 25 March 2024 Energy News issue - 1710 by Khaled Al Awadi_compress...
NewBase  25 March  2024  Energy News issue - 1710 by Khaled Al Awadi_compress...NewBase  25 March  2024  Energy News issue - 1710 by Khaled Al Awadi_compress...
NewBase 25 March 2024 Energy News issue - 1710 by Khaled Al Awadi_compress...
 
Cracking the ‘Business Process Outsourcing’ Code Main.pptx
Cracking the ‘Business Process Outsourcing’ Code Main.pptxCracking the ‘Business Process Outsourcing’ Code Main.pptx
Cracking the ‘Business Process Outsourcing’ Code Main.pptx
 
Anyhr.io | Presentation HR&Recruiting agency
Anyhr.io | Presentation HR&Recruiting agencyAnyhr.io | Presentation HR&Recruiting agency
Anyhr.io | Presentation HR&Recruiting agency
 
Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024
 
UNLEASHING THE POWER OF PROGRAMMATIC ADVERTISING
UNLEASHING THE POWER OF PROGRAMMATIC ADVERTISINGUNLEASHING THE POWER OF PROGRAMMATIC ADVERTISING
UNLEASHING THE POWER OF PROGRAMMATIC ADVERTISING
 
Trauma Training Service for First Responders
Trauma Training Service for First RespondersTrauma Training Service for First Responders
Trauma Training Service for First Responders
 
Q2 2024 APCO Geopolitical Radar - The Global Operating Environment for Business
Q2 2024 APCO Geopolitical Radar - The Global Operating Environment for BusinessQ2 2024 APCO Geopolitical Radar - The Global Operating Environment for Business
Q2 2024 APCO Geopolitical Radar - The Global Operating Environment for Business
 
Plano de marketing- inglês em formato ppt
Plano de marketing- inglês  em formato pptPlano de marketing- inglês  em formato ppt
Plano de marketing- inglês em formato ppt
 
A flour, rice and Suji company in Jhang.
A flour, rice and Suji company in Jhang.A flour, rice and Suji company in Jhang.
A flour, rice and Suji company in Jhang.
 
MoneyBridge Pitch Deck - Investor Presentation
MoneyBridge Pitch Deck - Investor PresentationMoneyBridge Pitch Deck - Investor Presentation
MoneyBridge Pitch Deck - Investor Presentation
 
Introduction to The overview of GAAP LO 1-5.pptx
Introduction to The overview of GAAP LO 1-5.pptxIntroduction to The overview of GAAP LO 1-5.pptx
Introduction to The overview of GAAP LO 1-5.pptx
 
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...
 
Upgrade Your Banking Experience with Advanced Core Banking Applications
Upgrade Your Banking Experience with Advanced Core Banking ApplicationsUpgrade Your Banking Experience with Advanced Core Banking Applications
Upgrade Your Banking Experience with Advanced Core Banking Applications
 

Day1 track session_2_a_lisa_burger

  • 1. European Customer Experience World Lisa Burger Head of Customer Experience 14/15 May 2013
  • 3. 3 Transforming our Customer experience easyJet is well known across Europe; we fly 60million passengers annually, across 30 countries. Our cause is to make travel easy and affordable for our customers. We are passionate about walking in our customers' shoes to ensure we understand what customers value, gather their insights and measure how well we execute the experience consistently. All this whilst maintaining our low cost business model and culture. I will share our story on how we focused on our people, who in turn began to focus on transforming the customer experience.
  • 4. 4 easyJet - Facts & Figures  Safety is easyJet's No 1 priority  We currently offer over 600 routes across 130 airports in over 30 countries. easyJet flies to 44 out of Europe’s 50 largest airports • We have the leading presence on Europe’s top 100 routes  easyJet operates 204 Airbus A320 & A319 aircraft, with an average age of 4.5years old.  easyJet took delivery of its 200th Airbus aircraft on 26 May 2011, becoming the world’s youngest and quickest airline to reach a fleet of 200 Airbus aircraft  2012 - 58.4m passengers carried, of which 10m were business passengers  Employee 8,000 people, including 2,000 pilots and 4,500 cabin crew  easyJet offers fantastic value: on average we fly you 1100km for under £60.00  Awarded “Best Low Cost Airline ” at 2012 Word Airline Awards (SkyTrax gathers 19m votes across 200 airlines)  Carolyn McCall OBE joined as CEO July 2010
  • 6. 6 Making travel easy & affordable  It will help to drive the revenues up  It will help us to drive costs out  It is an enabler to achieving our strategic objectives  It creates a competitive advantage Customer is at the heart of what we do
  • 7. 7 Our values Safety We never compromise on safety Simplicity We cut out the things that don’t matter to keep us lean and make it easy One team Together we’ll always find a way Integrity We stand by our word and do what we say Passion We have a passion for our customers, our people and the work we do Pioneering We challenge to find new ways to make travel easy and affordable
  • 8. 8 Leading transformational change  Customer was not considered in our decision making and was not at the forefront of our priorities  Our people were focussed on key metrics, operational, commercial and financial • Safety & OTP is King!  What did the easyJet Customer Experience look and feel like ?  What does our desired Customer Experience look and feel like for the future? • Co-Creation workshops • Insights (Customer Satisfaction) • Our people  Lead a shift in mind-set and engage the hearts and minds of our people
  • 9. 9 Leading transformational change  easyJet – action and delivery, visual • A picture tells a thousand words  Our customers and our people were able to help us prioritise the fundamental stages in the e2e journey that drove dissatisfaction • Fix the basics & build CE foundations • Put ourselves in our customers shoes  Insights into action • Sort out the scrum at the gate • Introduce allocated seating • Give me information when its going wrong • Mobile APP please!  Roadmap of short and long term activity • Customer Board established
  • 10. 10 Leading transformational change The customer journey. This is a framework for looking at the customer experience and breaking down the individual components for focused management and development. It looks at key stages of the journey, enabling definition of key touch points and significant consumer moments of truth..
  • 12. 12 Transforming the e2e customer experience 1.2.3 Online Check-In My easyJetCommercialisation Customer Comms Auto Bag Drop Mobile B/PassBag proposition easyJet Plus Customer Charter Disruption • 3 easy steps to travel • Navigate through the a/p process • Remove confusion • Today at 92% • Rebranded a/p signage • Rebuilt existing site • Reduce call volume • Easier/intuitive • process • Maximise opportunity • Reminder during check- in process • Targeted/relevant • Single customer view • X • Auto bag drop trials underway • Online check in is an enabler • Drive down cost • Functionality built • Test across 6 airports • Customers cant wait! • Cabin bag evolution • Logical hold Luggage policy • SG simplified • eJ+ signage • SB Check-in replaced • Upfront/exit seats inc. • 17K staff trained • M&A champions • Externalise the promises • Flight tracker & Live updates launched 1.4m hits 26/2 A/P of the Future • eJ ideal a/p of the future design • Technology enabled
  • 13. 13 easyJet transition to 100% online check-in An easyJet spokesman said: an unspecified "transition period" would give passengers time to adapt to the new policy, but claimed that no plans were in place to charge a similar fee if they forget to check in online, or to print their boarding pass. "We try to be a bit more customer friendly than Ryanair, and hope passengers choose to check-in online without the threat of punitive charges," said spokesman. “easyJet is always looking to make travel easier & more affordable. Online check in has proved popular with passengers, for whom it saves time queuing at the airport, and has helped easyJet keep its costs, & therefore its fares, low.“ He added that 80% of passengers already choose to check in online, and that the move was aimed at making the airport journey quicker for all.”
  • 14. 14 Marketing Director, Peter Duffy said: “We know from passenger feedback that it will be a popular addition to our award- winning app. Building on the success of the app, which is the fastest airline app on the market, mobile boarding passes is the next important step in our aim to make travel easy and affordable.” Developing our Award winning App
  • 15. 15 Pull: Data Driven Loyalty Conversion We started here: Using email to deliver ‘one-size fits all’, predominantly sales-driven messages. Highly targeted and relevant Push: BroadcastOne message and sales driven Re-purchase We will end up here: A targeted, intuitive, customer-driven travel experience Optimising our direct marketing with the customer in mind
  • 16. 16 Hotel cross-sell Car cross-sell Families (infant and non) Getting organised BOSS upsell To and from the airport APIS 48 hours to go Online check-in Customer contact strategies We have launched a leisure customer contact strategy with the following objectives: • Commercial - increase revenue from live bookers • Customer - make travel easier and more enjoyable by providing a blend of operational, customer service and ancillary messaging at relevant points in the run up to your flight Building on the foundations of the above we are now: • Optimising the leisure programme • Developed a business programme • Developed segmented versions – e.g. frequent flyer /easyJet Plus card holders
  • 17. 17 Leading transformational change The customer charter. This is a behavioural framework focused on setting standards for how our customer facing people (in the broadest sense) deal with customers.
  • 18. 18 How we created our Customer Charter We held 10 workshops & follow- ups with 300 of our customer facing people to gather visions for the charter • > 100 contact centre agents • 45 cabin crew • 12 pilots • 117 partners from top 30 Airport & ground ops companies Customer feedback was an essential input into the workshops Align with Brand Values Exploration
  • 19. 19
  • 20. 20 How we created our Customer Charter We held 10 workshops & follow- ups with ~ 300 of our customer facing people to gather visions for the charter • > 100 contact centre agents • 45 cabin crew • 12 pilots • 117 partners from top 30 Airport & ground ops companies Customer feedback was an essential input into the workshops We consolidated & themed output across all functions • 5 clear themes emerged • Each theme is supported by a set of promises Exploration Consolidation
  • 21. 21 Our Customer Charter making travel easy and affordable safety first, we never compromise • Your safety and security is our number one priority on your side, we see it from your point of view • We recognise your time is important • We don’t assume we know best • We make our decisions with you in mind • We appreciate your needs and wants • We will be your voice and champion your cause a big smile, friendly service is our passion • Making you feel confident and at ease is at the heart of what we do • A friendly, helpful and knowledgeable team awaits you • We listen to you and help by providing options and solutions • You want to arrive on time and with your baggage – we want that too! make it easy, at every step • We tell you what to expect and what happens next • You can chose the way you want to communicate with us • We make information easily available to you • We act on your feedback open & upfront, we will always be straight with you • We believe in keeping you informed at all times • We communicate with you in a truthful and clear way • We admit when we get it wrong and say sorry our promise to you
  • 22. 22 Making travel easy and affordable
  • 23. 23 How we created our Customer Charter We held 10 workshops & follow- ups with ~ 300 of our customer facing people to gather visions for the charter • > 100 contact centre agents • 45 cabin crew • 12 pilots • 117 partners from top 30 Airport & ground ops companies Customer feedback was an essential input into the workshops We consolidated & themed output across all functions • 5 clear themes emerged • Each theme is supported by a set of promises We ensured alignment of themes with people values & brand values Board signed off Customer charter Apr 2012 Rollout and implementation plans agreed with each area commenced Summer12 embedded into induction, training, recurrent, appraisal, reward & recognition Exploration Consolidation Alignment
  • 24. 24 Integration with our Brand Values Internal Value Descriptor Safety first We never compromise on safety. One team Together we’ll always find a way. Integrity We stand by our word and do what we say. Simplicity We cut out the things that don’t matter to keep us lean and make it easy. Pioneering We challenge to find new ways to make travel easy and affordable. Passion We have a passion for our customers, our people and the work we do. Customer Promise Descriptor Safety first We never compromise on safety. On your side We always see it from your point of view. Open & upfront We will always be straight with you. Make it easy We make it easy at every step of your journey. A big smile Friendly service is our passion.
  • 25. 25 “Very proud to be part of it” “Very valued to be part of this” “Lots of time and effort has went (gone) into this. Feel very proud to be a part of it” “Feel proud to be part of something which will help to move the company forwards” “Proud to write some history for a great brand!” “We made easyJet history”
  • 26. 26 Implementing the customer charter AROUND 17,000 of our staff on the front line have been educated around the charter • 3,600 Cabin Crew • 4,800 have attended base roadshows/workshop • 1,400 Captains & FO’s • Over 9,929 front of house customer facing staff • 458 Contact Centre agents in Poland & India • In addition for 98 airports have completed train the trainer classroom sessions
  • 27. 27 How do you bring to life the charter in your role?
  • 28. 28 Ground Ops Walking in their Customer Shoes
  • 29. 29 Introducing our pledge site • Pledges reviewed every day • Customer Experience Team moderate and approve • Group pledges by area or promise • We will publish by team/area regularly • 282 pledges in the first 5 days
  • 31. 31 My final thought… “The key to successful leadership today is influence, not authority” Kenneth Hartley Blanchard