The Client
Delta and its Delta Connection carriers offer service to 323 destinations in 57 countries on six continents and operates a mainline fleet of more than 800 aircraft. The airline is a founding member of the SkyTeam global alliance. Delta and its alliance partners offer travellers more than 15,000 daily flights in key hubs and markets including Amsterdam, Atlanta, Boston, Detroit, Los Angeles, Minneapolis/St. Paul, New York-JFK and LaGuardia, London Heathrow, Paris-Charles de Gaulle, Salt Lake City, Seattle and Tokyo-Narita.
The Challenge
As a consequence of many mergers and acquisitions, the Seattle hub had grown significantly. In the 2 years leading up to 2017, the local workforce had tripled, handling an increase from 50 to 150 flights per day. The long-tenured cohort of employees faced challenges arising from a siloed structure. Customer experience was beginning to suffer, and market share was in danger of slipping into the hands of South West Airlines, who operated on the same routes.
The Approach
Strativity Group’s approach commenced with a comprehensive exploration of the underlying beliefs that may be impeding strategic change. Strativity then designed and deployed a large-scale CX immersion and activation event for 2200 employees (baggage handlers, flight crews, ground staff) who each attended a 1.5-day session.
The Results
The objective of the program was to increase NPS from second to first in the segment, overtaking Alaskan Airlines and rivalling the NPS scores of Amazon and Nordstrom. Overall Seattle team NPS increased significantly as a result of the program; in February of 2018 they received a domestic NPS of +41.5, their highest yet.
