How airports can deliver signature experiences to become remarkable #CustomerEx2018

I had the privilege of delivering the opening keynote presentation at the first ACI Customer Excellence Summit. It was held in beautiful Halifax, Nova Scotia. Addressing an audience of top airport executives from around the world, my point was simple – airports can be remarkable or invisible. There’s no “good enough”. An airport can choose to go that extra mile and make an experience remarkable. Or do just what everyone else does and be invisible. It’s a lesson I’ve learned based on airlines featured in my book, SOAR.

In order to be remarkable, I shared how airports can deliver signature experiences. From Changi’s slide to the art gallery in Amsterdam Schiphol. Airports are delivering signature experiences that are unique.

Below, I share the full presentation from the summit.

ACI World and Halifax Airport had also bought copies of SOAR for every attendee. While I was signing the books, I realized that I would be signing the 10,000th copy of SOAR at the conference. Hence, we raised $780 for a local food bank by auctioning that copy of SOAR. It was great fun!



You can get your own copy of SOAR here. If you already have a copy, then I’d be humbled if you’d please post a review on Amazon.

Shashank Nigam

Shashank Nigam

Shashank Nigam is a globally sought-after consultant, speaker and thought leader on airline branding and customer engagement strategy. He is the Founder and CEO of SimpliFlying, one of the world’s largest aviation marketing firms working with over 85 aviation clients in the last ten years. Nigam is also the youngest winner of the Global Brand Leadership Award and has addressed senior executives globally, from Chile to China. Nigam’s impassioned and honest perspectives on airline marketing have found their way to over 100 leading media outlets, including the BBC, CNBC, Reuters and Bloomberg, and into leading publications such as The Wall Street Journal and the New York Times. He writes a dedicated monthly column in Flight’s Airline Business, challenging the typical assumptions about airline marketing. His new book on airline marketing, SOAR, is an Amazon bestseller that’s shaking up the industry and inspiring other industries to learn from the best airlines. Born in India, raised in Singapore, he now lives with his wife and two young daughters in Toronto.
Shashank Nigam
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