Exchange of experiences and ideas to improve KLM’s customer service
Market Conversations
Challenge
Travel Agents have had a lifelong relationship with KLM and were now entering a period of economic challenges. The main challenge given this situation: how to set up an entertaining and result-driven dialogue that lets all parties gain significant process and product improvements?
Approach
Favela Fabric designed Bluelab Agents to kickstart a lively dialogue through formal instruments (Q&A’s) and informal exercises (quizzes, prizes, wizards) – working towards a co-created final party to celebrate the results of the project.
Result
More than 2,000 ideas and experiences helped to improve channel processes. The programme also resulted in employee engagement benefits: the dialogue deepened the relationship and created mutual understanding.
“Refreshing a life-long channel relationship.”
