Crowning customer champions

As the discount airline market becomes more competitive, brand values must be carefully defined and implemented across the entire business to ensure trust and satisfaction. easyJet, which has made steps in recent years to outpace its competition through enhanced service and more defined brand values, has undergone an internal campaign to communicate these changes to employees.

London-based brand building company, Crown, has been working with Europe’s leading airline, easyJet, to build better engagement with easyJet’s customer service.

Launched in March of this year at easyJet’s inaugural Customer Service Champions’ conference, Crown set out two initiatives for easyJet to enhance its focus on service and encourage better internal communications practices.

Lisa Burger, head of experience at easyJet, says, “Our customer service champions are central to the philosophy of easyJet’s focus on making travel easier for its customers and providing the leading customer service experience in the low cost airline sector.”

At the conference Crown encouraged easJet’s employees to transform brand values into actionable ways of approaching service.

Giles Cattle, director of planning and experience at Crown says, “As powerful brand ambassadors, we tasked the easyJet champions with physically demonstrating the core values of their customer charter, which we felt would generate dynamic content for multiple channels.”