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Presentation abstracts

Tuesday, 20 September

WOW! World of Winners!
A celebratory session featuring winning ideas and awards with an amazing New Orleans jazz finale. The perfect session to get you in the mood for the ESOMAR Awards Dinner & Party

The Talent Contest: ESOMAR Research Effectiveness Award Finalist

Research as a Customer Service
How SkyTeam is creating truly consumer-centric research

Annelies Verhaeghe, InSites Consulting, Romania
David van Dongen, SkyTeam International Airline Alliance, Netherlands
Farrell Styers, InSites Consulting, Belgium
Pieter De Vuyst, InSites Consulting, Belgium

SkyTeam, one of the largest international airline alliances, launched a pilot customer centricity project for their key product - SkyPriority. The pilot project used an innovative approach designed to evoke a feeling of customer centricity through research. Following the pilot implementation, we looked back and found a positive impact on high value customers and SkyPriority managers. Customers felt they could better collaborate with SkyTeam, and more importantly, they felt more valued as customers when compared to people who did not take part in the program. Airline managers also had a positive perception of the project and reported improved implementation of the SkyPriority product.