Airport Amenities:  deciding what services to offer your customer
Air Travel in “the old days”
Air Travel “Matures”
Midway in Chicago:  World’s Busiest Airport mid-1950s
Travel from Chicago to Buffalo
Prestigious Member of a Unique American Airlines Customer Club
Airports Build and Grow
Airport Amenities
Air Travel Today
Air Travel Today
Air Travel Today
Air Travel Today
Air Travel Today
Air Travel Today
Thanks goodness the pilots know what they are doing!
The Air Travel Experience <ul><li>Hassle factor </li></ul><ul><li>Security lines and procedures </li></ul><ul><li>Weather ...
Thoughts While Traveling
Airports Around the World
Airports Around the World
World-Class Airports: Lessons Learned <ul><li>Kuala Lumpur, Malaysia:  KLIA </li></ul><ul><li>Charles de Gaulle, Paris:  C...
Customer Perspective? <ul><li>“ the product is no longer king; it’s the experience that surrounds the product that brings ...
World-Class Airport:  Kuala Lumpur
World-Class Airport:  Kuala Lumpur
World-Class Airport:  Kuala Lumpur
World-Class Airport:  Kuala Lumpur
World-Class Airport:  Kuala Lumpur
World-Class Airport: Kuala Lumpur <ul><li>29.7 million PAX in 2009 </li></ul><ul><li>Natural rainforest </li></ul><ul><li>...
World-Class Airport:  Charles de Gaulle
World-Class Airport:  Charles de Gaulle
World-Class Airport:  Charles de Gaulle
World-Class Airport:  Charles de Gaulle
World-Class Airport:  Charles de Gaulle <ul><li>57.8 million PAX in 2009 </li></ul><ul><li>Long-haul connecting traffic is...
World-Class Airport:  Incheon
World-Class Airport:  Incheon
World-Class Airport:  Incheon
World-Class Airport:  Incheon
World-Class Airport:  Incheon
World-Class Airport:  Incheon <ul><li>30.0 million PAX in 2009 </li></ul><ul><li>Goal:  Become a top 5 global airport hub ...
World-Class Airport:  Schiphol
World-Class Airport:  Schiphol
World-Class Airport:  Schiphol
World-Class Airport:  Schiphol
World-Class Airport:  Schiphol
World-Class Airport:  Schiphol
World-Class Airport:  Schiphol
World-Class Airport:  Schiphol
World-Class Airport:  Schiphol
World-Class Airport:  Schiphol <ul><li>43.5 million PAX in 2009 </li></ul><ul><li>100,000 customer surveys a year </li></u...
Airport Back Home: MSP
World-Class Airport:  MSP
World-Class Airport:  MSP <ul><li>32.1 million PAX in 2009 </li></ul><ul><li>Award-winning concessions program </li></ul><...
Airport Issues:  What’s in Our Control? <ul><li>Provide facilities </li></ul><ul><li>Look at competition </li></ul><ul><li...
What About the Revenues? <ul><li>“ For us, our most important stakeholder is not our stockholders, it is our customers. We...
What About the Revenues? <ul><li>“ Companies that have a definition for customer experience and use it in daily decision m...
Customer Service Research Shows <ul><li>Researcher / Study Summary Results </li></ul><ul><li>Claes Fornell, Univ. of Michi...
Thank You! <ul><li>WWW.MSPAIRPORT.COM </li></ul>
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Airport Experience Iqpc0910

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A Powerpoint presentation that notes that air travel has in many cases become a commodity. The experience is now at the airport! A look at pasenger ameneties at 5 world class airports.

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Transcript of "Airport Experience Iqpc0910"

  1. 1. Airport Amenities: deciding what services to offer your customer
  2. 2. Air Travel in “the old days”
  3. 3. Air Travel “Matures”
  4. 4. Midway in Chicago: World’s Busiest Airport mid-1950s
  5. 5. Travel from Chicago to Buffalo
  6. 6. Prestigious Member of a Unique American Airlines Customer Club
  7. 7. Airports Build and Grow
  8. 8. Airport Amenities
  9. 9. Air Travel Today
  10. 10. Air Travel Today
  11. 11. Air Travel Today
  12. 12. Air Travel Today
  13. 13. Air Travel Today
  14. 14. Air Travel Today
  15. 15. Thanks goodness the pilots know what they are doing!
  16. 16. The Air Travel Experience <ul><li>Hassle factor </li></ul><ul><li>Security lines and procedures </li></ul><ul><li>Weather delays </li></ul><ul><li>Other delays </li></ul><ul><li>Airplane comfort </li></ul><ul><li>Bottom line focus </li></ul><ul><li>Question: Is air travel an enjoyable experience? </li></ul>
  17. 17. Thoughts While Traveling
  18. 18. Airports Around the World
  19. 19. Airports Around the World
  20. 20. World-Class Airports: Lessons Learned <ul><li>Kuala Lumpur, Malaysia: KLIA </li></ul><ul><li>Charles de Gaulle, Paris: CDG </li></ul><ul><li>Incheon, Korea: ICN </li></ul><ul><li>Schiphol, Amsterdam: AMS </li></ul>
  21. 21. Customer Perspective? <ul><li>“ the product is no longer king; it’s the experience that surrounds the product that brings people in the door.” </li></ul><ul><li>“ The Gospel According to Starbucks: Living Life with a Grande Passion” </li></ul><ul><li>Leonard Sweet </li></ul>
  22. 22. World-Class Airport: Kuala Lumpur
  23. 23. World-Class Airport: Kuala Lumpur
  24. 24. World-Class Airport: Kuala Lumpur
  25. 25. World-Class Airport: Kuala Lumpur
  26. 26. World-Class Airport: Kuala Lumpur
  27. 27. World-Class Airport: Kuala Lumpur <ul><li>29.7 million PAX in 2009 </li></ul><ul><li>Natural rainforest </li></ul><ul><li>Movie & news lounges </li></ul><ul><li>No Customs forms </li></ul><ul><li>Specialized customer service training </li></ul><ul><li>Free Wi-Fi </li></ul><ul><li>Showers and massage </li></ul><ul><li>Competition: SIN, HKG, BKK </li></ul>
  28. 28. World-Class Airport: Charles de Gaulle
  29. 29. World-Class Airport: Charles de Gaulle
  30. 30. World-Class Airport: Charles de Gaulle
  31. 31. World-Class Airport: Charles de Gaulle
  32. 32. World-Class Airport: Charles de Gaulle <ul><li>57.8 million PAX in 2009 </li></ul><ul><li>Long-haul connecting traffic is the most dynamic </li></ul><ul><li>This traffic will eventually consolidate in a few key EU hubs </li></ul><ul><li>CDG now poised with both airfield and gate capacity </li></ul><ul><li>Services sold around the world </li></ul><ul><li>Desire to be the airport of customer choice </li></ul><ul><li>2008 CDG “Year of Quality Service Initiatives” </li></ul><ul><ul><li>New terminal seating, baggage carts and Wi-Fi service </li></ul></ul><ul><ul><li>New staffed info centers, new & improved terminal signage, children’s play areas </li></ul></ul><ul><ul><li>Security checkpoint upgrades, higher staff / PAX ratios </li></ul></ul><ul><ul><li>Airport “taking charge” of persons with disabilities </li></ul></ul><ul><ul><li>Premium parking product </li></ul></ul><ul><li>Competition: LHR, AMS, FRA, MAD </li></ul>
  33. 33. World-Class Airport: Incheon
  34. 34. World-Class Airport: Incheon
  35. 35. World-Class Airport: Incheon
  36. 36. World-Class Airport: Incheon
  37. 37. World-Class Airport: Incheon
  38. 38. World-Class Airport: Incheon <ul><li>30.0 million PAX in 2009 </li></ul><ul><li>Goal: Become a top 5 global airport hub </li></ul><ul><li>Free storage lockers </li></ul><ul><li>Art and music in terminals </li></ul><ul><li>Movie & news lounges </li></ul><ul><li>Cultural exhibitions </li></ul><ul><li>Transit tours </li></ul><ul><li>“ Sky Golf” tours </li></ul><ul><li>Competition: NRT, PEK, HKG, KIX, PVG </li></ul>
  39. 39. World-Class Airport: Schiphol
  40. 40. World-Class Airport: Schiphol
  41. 41. World-Class Airport: Schiphol
  42. 42. World-Class Airport: Schiphol
  43. 43. World-Class Airport: Schiphol
  44. 44. World-Class Airport: Schiphol
  45. 45. World-Class Airport: Schiphol
  46. 46. World-Class Airport: Schiphol
  47. 47. World-Class Airport: Schiphol
  48. 48. World-Class Airport: Schiphol <ul><li>43.5 million PAX in 2009 </li></ul><ul><li>100,000 customer surveys a year </li></ul><ul><li>“ Walk Behind the Customer” program </li></ul><ul><li>Analyze traveler data and traffic patterns </li></ul><ul><li>Comfortable atmosphere </li></ul><ul><li>Key hiring </li></ul><ul><li>Registered Traveler Program “Privium” </li></ul><ul><li>“ Airport City” concept developed in 1990s </li></ul><ul><li>Desire to be the best </li></ul><ul><li>Competition: LHR, CDG, FRA, MAD </li></ul>
  49. 49. Airport Back Home: MSP
  50. 50. World-Class Airport: MSP
  51. 51. World-Class Airport: MSP <ul><li>32.1 million PAX in 2009 </li></ul><ul><li>Award-winning concessions program </li></ul><ul><li>Excellent volunteer assistance program </li></ul><ul><li>Trams, moving walks, passenger carts </li></ul><ul><li>Children’s play areas, family rooms </li></ul><ul><li>Art and live music </li></ul><ul><li>Accessibility focus </li></ul><ul><li>Competition: DTW, ORD, (ATL, JFK, SLT, CVG, LGA?) </li></ul>
  52. 52. Airport Issues: What’s in Our Control? <ul><li>Provide facilities </li></ul><ul><li>Look at competition </li></ul><ul><li>Focus on the customer’s perspective </li></ul><ul><li>Create the vision </li></ul><ul><li>Set goals </li></ul><ul><li>Provide “an experience” for customers </li></ul><ul><li>Become the Airport of Customer Choice </li></ul>
  53. 53. What About the Revenues? <ul><li>“ For us, our most important stakeholder is not our stockholders, it is our customers. We’re in business to serve the needs and desires of our core customer base.” </li></ul><ul><li>John Mackey: Whole Foods Market </li></ul>
  54. 54. What About the Revenues? <ul><li>“ Companies that have a definition for customer experience and use it in daily decision making are more likely to exceed profit and revenue goals that those that don’t.” </li></ul><ul><li>Linda Ireland, Aveus Partner: A global strategy and operations change consultancy located in St. Paul, Minnesota </li></ul>
  55. 55. Customer Service Research Shows <ul><li>Researcher / Study Summary Results </li></ul><ul><li>Claes Fornell, Univ. of Michigan: A company’s stock price has a direct </li></ul><ul><li>“ American Customer Satisfaction Index” (ACSI) correlation to customer satisfaction! </li></ul><ul><li>Accenture: “How Much are Customer Relation Management A typical $1billion business could add $65 </li></ul><ul><li>Capabilties Really Worth? What Every CEO Should Know!” million in return on sales by enhancing customer facing capabilities by 10%. </li></ul><ul><li>Frederick Reichheld, Bain and Company A 5% increase in customer retention yields </li></ul><ul><li>“ Loyalty Rules” a 75% increase in customer net value. </li></ul><ul><li>Walker Information Companies that have top consumer loyalty </li></ul><ul><li>“ Loyalty Report: Online Retail” ratings have a 682% higher 3-year average annual revenue compared to like companies scoring low in loyalty. </li></ul><ul><li>Don Petters and Martha Rogers, Ph.D. The only value a company has is the value </li></ul><ul><li>1 to 1 Media “Return on Customer” that comes from customers: the ones they have now and the ones in the future. </li></ul>
  56. 56. Thank You! <ul><li>WWW.MSPAIRPORT.COM </li></ul>
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