British Airways Helping Colleagues Soar
Our partnership with this British Original began in 2019, just in time to see them through the pandemic – one of the biggest challenges they’ve faced in their 50-year history.
Since then, we’ve helped them take back to the skies, inspiring their people to deliver the same premium service to more customers than ever before. With many employees working at 30,000 ft, or out in the airfields, reaching them requires some extra creativity. But we like a challenge.
Bring the Warmth
With travel demand rebounding post-pandemic, we needed to inspire exceptional service in the peak summer holiday season of 2023. Enter Bring the Warmth, a compelling campaign that reminded colleagues of their power to make every customer’s journey special. We made it unmissable, sharing our key messages in offices, Crew Reporting Centres and break rooms as well as on the Intranet. By the end of the campaign, there was a 19.5% increase in colleagues’ understanding of the role they play in bringing the warmth to customers, and a 6.6-point increase in their customer Net Promoter Score.
The Big Check-In
We needed to get BA’s people aware of all the great wellbeing benefits that were flying under the radar. Our solution was The Big Check-In, a campaign encouraging them to get proactive about their wellbeing – financial, emotional, physical, mental – using the tools BA offer. We created a mix of digital and physical assets to make sure it got noticed, including a leaflet disguised as a plane ticket. The campaign won the Workplace Achievement gong at the Aviation Industry Awards.
