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Case Study: Breeze Airways – Crafting the Guest Experience

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Case Study

Challenge

In the ultra-competitive aviation space, Breeze Airways faced an overarching challenge: how to stand out by providing an unparalleled guest experience while maintaining brand consistency across all touchpoints. They aspired for a brand-rooted passenger experience that would not only define their market positioning but also inspire a design-led and customer-centric mindset across the company.

Chameleon Collective’s distinct model was put into play to address Breeze Airways’ challenge. By embedding our expert Cahameleons within Breeze’s infrastructure, we ensured that transformation was driven from within, offering sustainable solutions tailored to Breeze’s unique needs. The approach spanned across two of our core service lines: Lead and Deliver.

Lead

Leading the charge, we recognized the nascent stage of Breeze Airways at the time of our engagement and the opportunity to improve their underdeveloped guest experience function. To bridge this critical gap, Chameleon Collective provided an interim team, becoming Breeze’s initial Guest Experience team. This dedicated team delved into primary guest and flight experience research, firmly establishing the foundation for the airline’s guest experience vision. With interactive sessions, co-creation methodologies, and market comparables research, we collaboratively charted out a compelling future journey for their passengers. More than just a consultancy role, our hands-on involvement was pivotal in defining Breeze Airways’ unique market position, ensuring they began their journey with a robust design-oriented, customer-centric perspective.

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Deliver

Leading the charge, we recognized the nascent stage of Breeze Airways at the time of our engagement and the opportunity to improve their underdeveloped guest experience function. To bridge this critical gap, Chameleon Collective provided an interim team, becoming Breeze’s initial Guest Experience team. This dedicated team delved into primary guest and flight experience research, firmly establishing the foundation for the airline’s guest experience vision. With interactive sessions, co-creation methodologies, and market comparables research, we collaboratively charted out a compelling future journey for their passengers. More than just a consultancy role, our hands-on involvement was pivotal in defining Breeze Airways’ unique market position, ensuring they began their journey with a robust design-oriented, customer-centric perspective.

Impact

Chameleon Collective’s collaboration with Breeze Airways proved to be transformative. The airline emerged with a clarified brand identity and a holistic guest experience vision that resonated deeply with their target audience. Not only did we help establish a coherent and resonant brand voice, but our efforts also led to substantial improvements in the Net Promoter Score (NPS) and an evident reduction in both operational costs associated with guest inquiries and guest acquisition expenses. The airline saw a notable uptick in guest conversion rates, driven by increased clarity and trust, amplifying revenues. The brand truly soared, embodying our core mantra: Transform Business. With the newly implemented strategies, Breeze Airways is not only positioned to capture a larger market share but is also primed for sustained success.

Increased

Conversion Rate

Better

Customer & Employee Experiences

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Related Chameleon Team Members

Cesar Santos

Cesar Santos

Interim Creative Director

Freddie Laker

Freddie Laker

Chief Digital Officer

Hugo Broche

Hugo Broche

Design Director, Brand/Product

Jeff Blettner

Jeff Blettner

CRO Consultant

Juan-Carlos Morales

Juan-Carlos Morales

Executive Creative Director

Julie Mantis

Julie Mantis

Interim VP, Brand Strategy

Kevin Pound

Kevin Pound

Transformation Consultant

Ryan Hart

Ryan Hart

PARTNER | INTERIM CXO

Insights From Our Collective Lens

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