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.

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