Our customer value proposition (CVP) defines what is unique about the FCM business and our service offering. They demonstrate how we can deliver real value to our partnership with you.
FCM 5STARS Customer Value Proposition
1. WE'RE DIFFERENT – THE FCM DNA
Our people are motivated because they have a vested interest in the success of your travel program. We remunerate our people on how well your program performs and how delighted you are. The FCM model empowers our people at all levels to ensure that the buck stops with us.
2. WE PERSONALISE SERVICE – LOCALLY AND GLOBALLY
Wherever you are, we speak your language. We provide 24/7 service delivered by dedicated local small teams of travel experts, who are available online or offline. We will never service you through a call centre in any of our countries worldwide. This offers you the best of both worlds; global consistency with local expertise.
3. WE CUSTOMISE – TO YOUR PRIORITIES
We design customized travel programs that match your priorities as we recognize that one size doesn't fit all. Our innovative and efficient technology and solutions drive continuous improvement for your program.
4. WE NEGOTIATE – THE BEST DEALS FOR YOU
Through our negotiating strength and our benchmarking expertise we can deliver you better travel deals and greater savings. Whether it is your deal or our deal – we make sure it's the best one for you.
5. WE GUARANTEE – BETTER TRAVEL IDEAS AND SERVICE
Our guarantee to deliver better travel ideas and service is backed by our customer service model – if we fail to meet key performance indicators relating to accuracy, efficiency or service quality we will refund the associated transaction fee.