Background of Client:A large travel company based in Hong Kong
Business unit(s) involved: Service Team and Marketing Team
The client has two business lines. The first provides low-cost travel services and the second provides high-value travel services. To differentiate the two business lines and gain more market share in the high-end market, the management of the second business line decided to develop innovative service practices for their high-end customers.
Methods Involved:Design Thinking, CEN/TS 16555 and 5i Customer Management Method