I Only Fly First Class
Bangkok, Thailand
I Only Fly First Class (IOFFC) is a luxury travel solutions provider that curates exceptional business and first-class flight experiences worldwide. With a focus on personal service and value, their Flight Experts have helped tens of thousands of travelers enjoy seamless, first-class journeys tailored to their needs.
The Challenge
With annual revenues exceeding USD 10 million, IOFFC had already established itself as a trusted name in luxury travel. As the company continued to scale, leadership saw an opportunity to strengthen sales consistency and maximize conversion across a growing team.
While performance was strong, subtle gaps in how prospects were handled across channels such as WhatsApp, calls, and email meant potential revenue was being left on the table. IOFFC wanted to:
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Gain a clearer view of the customer experience across different reps and touchpoints
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Identify areas where communication and follow-up could be improved
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Equip the team to enhance performance immediately
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Align leadership and the sales team around best practices to support continued growth
Our Role
Incrementum acted as both strategic partner and hands-on operator. We worked with IOFFC’s leadership to:
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Map customer personas and journeys
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Plan mystery shopping scenarios that reflected real prospects
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Adjust our approach dynamically during the engagement as insights emerged
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Analyze competitors to benchmark sales approaches
We then compiled detailed findings, highlighting patterns in approach, tone, and follow-up, and used these insights to design a tailored coaching and workshop session.
The Work
The engagement went far beyond a typical “report and training” format:
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Mystery shopped the sales team across all channels multiple times, including senior and junior reps
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Adapted scenarios to reflect real customer experiences and competitor strategies
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Delivered an in person half-day workshop, presenting findings and practical suggestions
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Coached reps on applying insights immediately, emphasizing customer-centric thinking and actionable improvements
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Helped the team experiment with new approaches during the session, reinforcing learning through practice
The Result
+37%
Gross profit growth from improved sales performance
+12%
Conversion growth from more effective customer engagement
-19%
Reduced average call handle time for faster client interactions
In the two months following the engagement:
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Gross profit increased 37%
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Conversion rate improved 12%
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Average call handle time decreased 19%
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Sales team adopted a more consistent, customer-focused approach across all channels
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Leadership reported immediate improvements in team alignment, communication, and confidence
Key Achievements ⭐
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Designed a multi-stage, adaptive engagement combining strategy, research, mystery shopping, and coaching
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Developed 4 detailed customer personas and benchmarked 2 competitors, providing actionable insights that directly informed the sales workshop
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Delivered hands-on coaching for a mixed team of senior and junior reps, ensuring improvements were adopted across experience levels
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Achieved measurable results: 37% gross profit increase, 12% higher conversion, 19% faster call handling
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Fostered a culture of reflection, collaboration, and continuous improvement, equipping the team to sustain customer-focused behaviors
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I knew from the start that working with Kelvin and Incrementum was going to have a major impact on our business. I've sat through enough business seminars, sales coaching workshops and motivational "break through the wall" townhalls.
Imagine a sales consultant who not only understands your business but also the staff personalities, sales process and intricate tendencies that make the organizational flow.
Incrementum was able to cut straight through and give us actionable advice that led to an immediate KPI increase across the board.
