Flight Centre and Komosion national finalists for customer experience redesign

19 Oct 2015

Flight Centre and Komosion have been jointly recognised for their work in re-designing the travel shopping experience of Australians off the back of unique customer insights.

The organisations are 2015 national finalists in the
Australian Marketing Institute Awards, with winners to be announced in Melbourne on Thursday evening, October 22. This is the fourth year in a row Komosion has been a national finalist.

The joint submission’s executive summary explained: “Flight Centre determined that it needed to move from simply being an agent for other people’s travel product to being a world-class retailer of travel and that to do so it required a deep understanding of how and why Australians buy travel.

"It engaged Komosion to employ its Customer Experience Design methodology to understand the needs of current and future customers through a series of workshops, interviews and mystery shops.

"Customer Journeys were mapped and four key “Customer Need States” emerged, allowing Flight Centre to be much more empathic and put stronger value propositions via more targeted marketing and direct dealings with customers and prospects.

"These industry-leading insights resulted in a re-engineering of Flight Centre's marketing function, enabling the better use of technology, data and content, and led to million dollar savings in its media spend while attracting more highly qualified and profitable customers.”

Contact us for Customer Experience Design.