Pan Am

At Pan Am (now Delta), we proved that the same relationship management strategies we use to win customer loyalty and influence customer behavior can — at the same time — be mobilized to win employee loyalty, influence employee behavior, and drive up customer satisfaction scores.

To facilitate accountability of service, professional, technical, and support staff, we implemented PROMISES KEPT(sm), a proprietary process we originated and branded.

As a result of this dual customer-and-employee relationship management process, customer satisfaction climbed 54% and market share rose 10% over a two-year period.

<<<back to clients