Project | KLM Royal Dutch Airlines

THE CHALLENGE

KLM has the ambition to become the most customer centric, innovative and efficient European network carrier. The competition is killing and comes from a.o. low-cost carriers and carriers from the Middle East. The KLM organisation is big, slow and complex. KLM takes on this challenge by putting the customer first with everything she does and by setting up her employees for success. KLM has asked Performance Solutions to help her create ‘One Common North’ for the entire company and to support their executive committee (Excom) to transfer this within KLM.

THE SOLUTION

Development of a KLM Compass with the Excom and representatives from the different KLM target groups/stakeholders.

THE RESULT

  • A clear direction & language; KLM Kompas made by KLM people
  • 15.000 employees joined the immersion sessions
  • Brought to life through a.o. internal blogs, vlogs, focus within team meetings, cabin crew briefings
  • Integrated in a.o. new Senior Purser training, recruitment, leadership days, new KLM commercial
  • The basis for development within Marketing & Sales, HR, product, Learning & Development, Leadership and operations

KLM’s SOLUTIONS

Performance Solutions offers a wide range of solutions. From (experience) concept development to training & coaching. From social & mobile learning solutions to customized bite-sized training content & gamification solutions. Below you’ll find an overview of solutions we offered at KLM.

Performance Solutions - Reverse Thinking Engineering - Solutions

Reverse Engineering

Reverse Thinking & Engineering turns your customers into loyal fans, and employees into passionate brand ambassadors. We offer Reverse programs as:

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Logo KLM Royal Dutch Airlines - Hospitality - Performance Solutions
KLM Customer Experience - Performance Solutions
KLM Customer Experience - Performance Solutions

LIKE WHAT YOU SEE?

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CONTACT US
KLM Customer Experience - Performance Solutions
KLM Customer Experience - Performance Solutions
KLM Customer Experience - Performance Solutions

About KLM

Founded on October 7, 1919, KLM Royal Dutch Airlines is the oldest scheduled airline in the world still operating under its original name. In 2016, the KLM Group operated worldwide flights with over 200 aircraft, generating €10 billion revenues and employing 32.000 staff from its Amsterdam basis.

KLM and KLM Cityhopper are the core of the KLM Group with 30 million passengers and 635.000 tons of Cargo. KLM’s extensive hub network of European (88) and intercontinental (72) destinations provide for easy, direct connections to the economic centers and capitals around the world. Together with our (Skyteam) airline partners, we offer 225 destinations worldwide. The KLM Group further includes the wholly owned subsidiaries Transavia and Martinair. Transavia being the leading low cost carrier from The Netherlands operating from Amsterdam, Eindhoven and Rotterdam, welcoming 8 million passengers on board in 2016.

From the core belief that our KLM people are our brand, we believe that we can make a difference by creating memorable experiences for our customers. This is in our DNA. Our genuine attention to our customers makes them feel recognized, at ease, comfortable and touched.

On May 6, 2004 KLM merged with Air France and is operating on the concept: one AFKL group, two airlines and three core businesses (passenger, cargo business and engineering & maintenance). With Air France, KLM is at the forefront of the European airline industry. KLM strives to achieve profitable growth that contributes to both its own corporate aims and to economic and social development. KLM works to create sustainable growth at Amsterdam Airport Schiphol, to gain access to any market that will increase the quality of its network and to maintain a level playing field for all industry players.