Director –Customer Satisfaction


CHALLENGE: : : Turnaround downward spiral of Delta Air Lines flight attendant service versus competitors to stop customer defection and potential lower revenue impact as part of the overall brand.
Responsible for creating the turnaround plan for flight attendant service by identifying the hierarchal gaps through the lens of the customer that linked to buying behavior.

RESULTS:

  • We Love to Fly (Again)! – Flight attendant service returned to top tier in every cabin domestically and to #1 in business elite international cabin on transatlantic routes. Conducted leadership and management events attractingover 1500 on-board leaders which contributed to transformational turnaround within 180 days and sustains today.
  • 10 Little Things – Sponsored an integrated qualitative and quantitative analytics project which led to branded standards which resolved the highest customer-centric issues occurring on-board the aircraft; Established a welcoming command of the flight attendant’s increased role as the airline ambassador in the customer’s travel experience.
  • Performance Analytics Scorecard –Sponsored 1st ever customer-centric performance analytics tool which yielded an employee and manager accessible Flight Attendant Performance Scorecard.
 
 
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