We've Got You.
Delta Air Lines
If customers are king, employees are queen.
Delta Air Lines faced challenges during the global pandemic but experienced rapid growth as travel rebounded. In response, they hired 40,000 new employees over three years. These new hires all had to be transformed into brand ambassadors who enhance the customer experience and set a new industry standard for CX.
Adversary:
Overcoming the fear of the unexpected with customers and team members. Make their journey unforgettable. We’ve got you, always.
Starting with Delta’s brand mission, “No one better connects the world,” we focused on bringing their core Brand Beliefs—Welcoming, Elevated, and Caring—to life, integrating them throughout the customer journey with brand behaviours. In collaboration with Delta’s CXD team, we successfully rolled out these principles company-wide.
J.D. Power Award for best customer service
Another result of the COVID-19 pandemic and especially the mask mandates had dampened the signature smiles of the Delta Red Coats, both on the inside and out. The Red Coats needed a lift because a warm airport welcome sets the tone for the entire travel experience of customers. Our next goal was to reignite their pride and energy by reminding them of their importance and how excellent they are at what they do.
Next to the Red Coat program, we have developed programs for employee groups from all the divisions of Delta; Airport Customer Service, Inflight Customer Service and Reservations. Great examples are the engagement programs for the Aircraft Lead Agents (ALA), Pursers and Flight attendants.
A full brand transformation toward world-class customer experience including an enterprise-wide change program, employee group campaigns, and customer journey ideation and optimization. Resulting in higher employee engagement and an increase in NPS.
PTS Average 3-year NPS
Brand Belief Adoption
Employee Engagement
