What we do
We offer the ‘user perspective’- people value our experience in knowing how things work as the operator, and more importantly what the customer wants from the service.
Rail-Air link Development
Our 15 Golden Rules contains the blue print for successful rail-air links
Developing a successful rail-air link is a challenge for any organisation. A development of this scale not only requires excellent problem solving skills, a clearly defined strategy and an understanding of the complex processes. We have over 100,000 hours experience working on air-rail links.
view the Air Rail link pdf
Service Start Up and Implementation
We assist in the transformation of major projects into world class operations
North Star is equipped with a toolbox of experience, skills and knowledge on service start-up and implementation and has offered advice to a number of start-up operators who are looking for the keys to success.
view the Service Start-up pdf
view the Operational Readiness pdf
view the Service Start-up Team pdf
Customer Service Strategies
We help deliver customer service excellence in challenging environments
Customers’ perceptions of ‘excellent service’ are continually evolving. Developing a robust strategy and approach to customer service can not only lead to increased sales but also a number of other intrinsic business results. We have applied this thinking to a concept model for improving the customer experience at regional airports.
view the Customer Service Strategies pdf
view the Nine Golden Airport Rules pdf
Managing Disruption
Providing systematic disruption management processes to deliver customer needs
At North Star we have developed a model for managing disruption. This offers the opportunity to engage in a strategy and implementation framework that better prepares you for disruption management.
view the Managing Disruption service pdf