Company Culture: three features that help Travel Counsellors deliver the service you need

March 23, 2018

At gunnercooke, our model is based around a culture of innovation.

Every valued customer knows that it’s personal, passionate service that truly makes the difference. Although most businesses would argue customer service is an important element of their model, it still takes a unique kind of client service that ensures customers feel appreciated on an individual level.

Take Travel Counsellors for example, a travel company that entirely disrupts the way the travel industry works. Their unique, service focussed model assured that they were the first business ever to achieve a Net Promotor Score (NPS) of 96. Here’s exactly how they did it…

They make it personal

Your travel counsellor will come to your house to talk about what you want from your holiday. They will get up at midnight to complete your online check-in. They’ll send you a hand-written postcode on your return. They’ll also arrange for a loaf of bread and a pint of milk to be delivered to your home.

They innovate through technology

Travel counsellors are completely supported by a bespoke system – which enables them to work flexibly and locally, in the best way for their customers. The team is connected and briefed by an internal television network, sharing stories and ideas of ways that people have made the difference to a customer’s holiday.

They focus on culture

David Speakman, founder of Travel Counsellors, is passionate that cultural and business success are intrinsically linked. Despite operating remotely, the network of travel counsellors is bound by an intensely inclusive culture – because happy people deliver great service.

Travel counsellors are provided with childcare, therapists to help them through difficult times and, above all, they are bound to support each other. So embedded is the culture that if you cannot commit to developing it, you won’t be allowed to join.


Found this interesting? Take a look at our other blogs included in our Company Culture Series:

Three best applications of Apple’s excellent customer service

Three approaches Lush have taken to apply expertly crafted customer service

Three practices Virgin Trains use to ensure they go the extra mile

Three techniques Ritz-Carlton use to cater extraordinarily for their guests

Three attributes Metro Bank invest to guarantee they execute quality customer service