A strong brand that carries a ‘blue heart’ in everything she does. We started Reverse and asked WHY?
KLM wanted to boost their passenger experience and become the best European network carrier.
What we did?
The Reverse Blueprint aka “Experience Compass”, was brought to life by means of an Immersion & Activation Program with:
- Brand experience and Blueprint videos
- KLM Corporate Story and Experience Guide
- 100’s of Leaders have been immersed
- Internal coaches trained through a Train the Transformer approach
Look at that!
Together, we co-created a new direction and a common language, as starting point for the development of all businesses within KLM. There was a steep increase in staff and passenger/customer engagement and in addition to that, KLM has the highest NPS and guest satisfaction in the competitive set.
