The 4-Star Turnaround: How A Struggling Island Airline Revolutionized Service


One recent success story is Air Mauritius, a national airline for the island nation Mauritius, located in the Indian Ocean. Not only did Air Mauritius improve its Skytrax rating from the merely average 3 stars to the far more prestigious 4 stars, it realized an $8 million profit. The Air Mauritius journey highlights some key lessons: 1. The Air Mauritius staff reflects the makeup of the island: a mixture of Chinese, Indian, African, and European.

Can You Really Overhaul A Nation’s Customer Service Culture?


If you’ve never heard of Mauritius, take note. Before the global recession, Mauritius was a popular vacation destination for Europeans. The nation and the people of Mauritius needed to set themselves apart, to express their service brand and culture to the rest of the world. Then, the national airline — where Mauritius reaches out to the rest of the world — followed suit with a similar program called “Stepping UP Together.”.


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Make ‘Em Say Wow: 11 Tips For Building A Strong Service Team


When I worked with Air Mauritius to kick off its service revolution , they started by addressing the communication problems in its dysfunctional culture, which manifested as bickering, finger-pointing, withholding information, etc. For example, Air Mauritius had captains to start greeting passengers as they board the plane. And they’ve become so popular that if the resort manager misses a day, he gets calls from his staff members asking where the daily quote is.

8 Tips For Online Startups To Improve Customer Experience


David Chambat is Chief Executive Officer of , the leading villa booking and distribution platform in Asia, with 1,000+ villas in Bali , Sri Lanka , Phuket , Samui and Mauritius. Prior to founding Villa Finder , David managed the development of , an online video platform for hotel marketing, throughout Asia and Pacific. .

Skills Development in Africa: How Wide is the Skills Gap?

Transformify - Recruiting

The ‘’must have ingredients’’ of a strong start-up team are tech, product/project management, marketing, sales, and business/finance competences. 20 % of the project managers are familiar with Scrum, but there are very few product managers – less than 1% of all. Well, there will be 2 copywriters, 1 editor, 1 blogger, 3 programmers, 1 Project/Product Manager, 1 Business/ Finance, 1 Sales/ Marketing expert. Project/ Product Management.