bmi Airlines | Aviation
Seamless end-to-end customer experience
bmi, London Heathrow’s second-largest airline, partnered with Prospect to create a comprehensive customer experience built around the new positioning and service offer.
The goals were ambitious: increase bookings and market share and provide a seamless end-to-end customer experience.
We developed a digital strategy across the entire service, resulting in a new responsive site & booking experience, a new mobile app, check-in kiosks, customer journey films and online guidelines.
The new experience became the competitive driver in a market increasingly defined by pricing:
+ 20% web bookings
+ 22% mobile bookings
Video filming & production
Digital Brand Guardians
Image: Jerry Zhang (Unsplash)