An airline, on the verge of emerging from bankruptcy, needed to transform its management behaviors, beliefs and actions from a ‘top-down command and control’ perspective in order to dramatically turnaround deplorable levels of customer satisfaction. This would enable them to maintain and increase the top line, honor their new cost structure and remain profitable.
Over 550 people from the management ranks participated in a Breakthrough Performance leadership program created specifically for the airline. In the intensive, each manager revealed the beliefs and assumptions that drove their own behavior in creating a ‘command and control’ environment at the expense of customer satisfaction. They then each took on a breakthrough project in their accountability that would help institute an environment in the company of leadership, accountability, and empowerment.
The airline changed their customer service model such that sales and customer satisfaction improved dramatically. Customer loyalty increased by 36%. Priority baggage performance went from 13% to 80%. Most importantly, the company was able to succeed after bankruptcy.