COS

NEWS

Our management team initiated a COS SYSTEM diagnostic project within our company. This has enabled us to identify areas for improvement through major projects such as the deployment of a customer orientation at maeva, the use of the voice of the customer as a management tool, improved handling of customer irritants… The most important challenge is to mobilize all teams around customer orientation, and not just those in direct contact with holidaymakers. This also requires us to review our processes and KPIs to refocus on the customer, rather than the product. This approach requires us not to think short-term profitability first and foremost, but profitability AND sustainable customer satisfaction. It’s a fascinating subject that allows us to rechallenge ourselves and facilitates exchanges between the different departments.