To maximize the ROI of transformations, we have helped enterprises to innovate their business models, products, and services to generate breakthrough results, including revenue, profit, market share, customer acquisition & retention, and employee engagement.

To enhance the success rate of transformations, we have developed the best practices of Design Thinking and innovation management for six industries: aviation, banking, hotel, insurance, retail, and OEM.

For helping HK enterprises to build their global brands in innovation, it is our honor that, in 2018 and 2019, we have been invited by an international business journal and a world-class management book to publish three local projects with breakthrough results.

Summary of our successful case of an airline:

Industry:

Aviation

Background of client:

A major home-based airline in Hong Kong


Business Challenges:

To survive the competition from the budget airlines, even traditional airlines have to offer huge discount air-ticket, e.g., conditional $1 ticket, to retain passengers. However, such cut-throat strategies created severe profit drop and dragged the global airline industry into devastating price wars. Many well-known airlines bankrupt because of this vicious cycle.

Challenge Statement of the Transformation Project:

How to create an impact and iconic customer experience for high-potential passenger segments


Types of Transformations: 

Service transformation

Duration of Project:

12 months


Strategies for Transforming Business & Resolving Challenges

Pioneered a series of passenger-centered services in the Asia aviation world, and improved the customers’ experiences in check-in arrangements, in-flight celebrations, luggage protections, and lost & found.

Key Performance Indicator(s) of the Project:
  • Customer satisfaction rate
  • Passenger growth rate
Breakthrough Business Results

The satisfaction rate of the new services is almost 100%, and the passenger growth rate exceeded the industry average of 7.5%


International Recognition

We were invited by an international business journal, International Society for Performance Improvement (ISPI), to publish this successful transformation project with breakthrough business results in 2019.

For the details of our international publication of this case, please click below link: