Research as a customer service

Research as a customer service

How SkyTeam is creating truly consumer-centric research. SkyTeam is an alliance of 20 different airlines – each with their own strategies, processes and cultures. Their network covers over 1,000 airports and their members serve millions of passengers daily. In this complex environment, SkyTeam faced the challenge of trying to keep the customer at the center of their work. Although customer experience research is high on the agenda of many research departments, it does not always reflect true consumer centricity. Together with SkyTeam, we launched a pilot customer centricity project for SkyPriority. The pilot project used an innovative approach designed to evoke a feeling of customer centricity through research. By creating the research program, SkyTeam created a new touchpoint to deliver top customer service spanning their complex network.

Request your download

Read more on our blog

Ingredients of Customer Centricity: Extreme Creativity

Customer Experience determines not only whether a brand survives, but also whether it thrives. In this series of articles, our…

Ingredients of customer centricity: Extreme Speed

Customer centricity means that brand owners need to step outside the boundaries of their business. Also, they should consider their…

Ingredients of customer centricity: Extreme Customer Obsession

We are in the midst of a Copernican Revolution. Businesses that revolve around their customers outperform and outlast brands that…