Flight Centre.
Strategy and Consulting
People and organisational development
User research and experience design
Tourism, Hospitality and Travel
Melanie Waters Ryan
I knew something wasn't quite right...you very succinctly and systematically helped to nail down what those issues were and helped us develop actions.
Global COO, Flight Centre
Our Approach.
A program of work spanning:
- Phase 1: Internal Diagnostics
- Phase 2: Customer Research & Market Discovery
- Phase 3: Marketing and Customer Experience
Improvement Strategy - Phase 4: Build Capability and Execute
Komosion worked on an in-sourced basis with internal owners (some of whom we helped recruit) and other stakeholders to deliver customer focused quick-wins and longer term change projects.
Result.
The Flight Centre relationship resulted in:
- Increased margin
- Improved customer satisfaction including referrals
- repeat business
- Onsell and upsell