KLM staff behavior (across all touch points)
KLM has around 13.000 staff members that have direct contact with customers; service agents at check-in, gate agents, flight attendants and customer care agents; to name just a few. Each of these roles have their own ‘DNA’, training programmes and KPI’s, but customers see them all as ‘KLM’. KLM has asked CNote to
1) define one standard for ‘KLM desired behavior’ that could lead all departmental initiatives and to
2) develop a program to embed this in the organization through informative and engaging tools.
In-depth interviews with employees
Customer data analysis
Design of concept for desired staff behavior
Testing with (front-line) staff