Customer-Centric Relationship Management

Featured Industry: Travel & Transport

As a leading African airline, Royal Air Maroc (RAM) has connected the continent with the rest of the world for more than 50 years. In a rapidly changing business environment, the airline identified the need to realign its focus on associate engagement and improve customer experiences.

Solutions Utilized

The opportunity

As a leading African airline, Royal Air Maroc (RAM) has connected the continent with the rest of the world for more than 50 years. In a rapidly changing business environment, the airline identified the need to realign its focus on associate engagement and improve customer experiences.

case-study-icons

Our solution

Royal Air Maroc partnered with Extens Consulting and Learning Tribes to conduct associate surveys, integrate associate-training programs and obtain a 360-degree view of their passenger experience. With this data, Extens developed a repository of skills, updated documentation and improved associate training and skill sets.

Our objectives

  • Revolutionize Royal Air Maroc’s customer experiences
  • Create consistency in process policy across multiple departments
  • Improve internal communications

Services Provided

  • Conducted ‘Employee Ease’ online survey
  • Co-established three pillars of customer orientation: Mindset, Consistency and Hospitality
  • Development and implementation of SKY CODE: Customer Relationship Referential Development

The results

Improved NPS score +100 from multi-skilled trainers
Formed practical repository including hazard’s management
Confirmation of 4-Star Airline SKYTRAX rating

+100
NPS score improvement

Related Case Studies View all >

Optimizing Seasonal Business







By submitting your information you're agreeing to these terms.