Customer centricity the way forward for airports if they want to succeed

I speak at many airport industry conferences which provide an opportunity to re-state the customer’s viewpoint. The message is clear – for airports to adapt to the new economic realities, things must change. If they continue to do more of the same, why do they expect any different results?

Image by joiseyshowaa via Flickr

A perceptive article in Airport Business written by Agnes Huff on “Delivering What Customers Demand Now” nicely re-states the customer viewpoint. Several of Agnes’ key observations and predictions clearly put the customer at the centre of the airport’s business and here are the critical success factors:

  • Today’s travelers and customers are thinking, feeling, and acting differently. To really understand what they want now, airports have to take a few steps back to listen, learn, and understand the shifts taking place with their customers.
  • Hollow marketing and advertising promises will be met with skepticism, and even hostility.
  • Travelers want choice and control over their experience and offering options will be a brand-building advantage.
  • Technological improvements need to be reconsidered in light of customer expectations today. Technology now in place or being considered should be solid and perform as planned and how the customer expects.
  • I recommend reading Agnes entire article, Delivering What Customers Demand Now.

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