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.

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

  • 1. Airport Amenities: deciding what services to offer your customer
  • 2. Air Travel in “the old days”
  • 3. Air Travel “Matures”
  • 4. Midway in Chicago: World’s Busiest Airport mid-1950s
  • 5. Travel from Chicago to Buffalo
  • 6. Prestigious Member of a Unique American Airlines Customer Club
  • 7. Airports Build and Grow
  • 8. Airport Amenities
  • 9. Air Travel Today
  • 10. Air Travel Today
  • 11. Air Travel Today
  • 12. Air Travel Today
  • 13. Air Travel Today
  • 14. Air Travel Today
  • 15. Thanks goodness the pilots know what they are doing!
  • 16. The Air Travel Experience
    • Hassle factor
    • Security lines and procedures
    • Weather delays
    • Other delays
    • Airplane comfort
    • Bottom line focus
    • Question: Is air travel an enjoyable experience?
  • 17. Thoughts While Traveling
  • 18. Airports Around the World
  • 19. Airports Around the World
  • 20. World-Class Airports: Lessons Learned
    • Kuala Lumpur, Malaysia: KLIA
    • Charles de Gaulle, Paris: CDG
    • Incheon, Korea: ICN
    • Schiphol, Amsterdam: AMS
  • 21. Customer Perspective?
    • “ the product is no longer king; it’s the experience that surrounds the product that brings people in the door.”
    • “ The Gospel According to Starbucks: Living Life with a Grande Passion”
    • Leonard Sweet
  • 22. World-Class Airport: Kuala Lumpur
  • 23. World-Class Airport: Kuala Lumpur
  • 24. World-Class Airport: Kuala Lumpur
  • 25. World-Class Airport: Kuala Lumpur
  • 26. World-Class Airport: Kuala Lumpur
  • 27. World-Class Airport: Kuala Lumpur
    • 29.7 million PAX in 2009
    • Natural rainforest
    • Movie & news lounges
    • No Customs forms
    • Specialized customer service training
    • Free Wi-Fi
    • Showers and massage
    • Competition: SIN, HKG, BKK
  • 28. World-Class Airport: Charles de Gaulle
  • 29. World-Class Airport: Charles de Gaulle
  • 30. World-Class Airport: Charles de Gaulle
  • 31. World-Class Airport: Charles de Gaulle
  • 32. World-Class Airport: Charles de Gaulle
    • 57.8 million PAX in 2009
    • Long-haul connecting traffic is the most dynamic
    • This traffic will eventually consolidate in a few key EU hubs
    • CDG now poised with both airfield and gate capacity
    • Services sold around the world
    • Desire to be the airport of customer choice
    • 2008 CDG “Year of Quality Service Initiatives”
      • New terminal seating, baggage carts and Wi-Fi service
      • New staffed info centers, new & improved terminal signage, children’s play areas
      • Security checkpoint upgrades, higher staff / PAX ratios
      • Airport “taking charge” of persons with disabilities
      • Premium parking product
    • Competition: LHR, AMS, FRA, MAD
  • 33. World-Class Airport: Incheon
  • 34. World-Class Airport: Incheon
  • 35. World-Class Airport: Incheon
  • 36. World-Class Airport: Incheon
  • 37. World-Class Airport: Incheon
  • 38. World-Class Airport: Incheon
    • 30.0 million PAX in 2009
    • Goal: Become a top 5 global airport hub
    • Free storage lockers
    • Art and music in terminals
    • Movie & news lounges
    • Cultural exhibitions
    • Transit tours
    • “ Sky Golf” tours
    • Competition: NRT, PEK, HKG, KIX, PVG
  • 39. World-Class Airport: Schiphol
  • 40. World-Class Airport: Schiphol
  • 41. World-Class Airport: Schiphol
  • 42. World-Class Airport: Schiphol
  • 43. World-Class Airport: Schiphol
  • 44. World-Class Airport: Schiphol
  • 45. World-Class Airport: Schiphol
  • 46. World-Class Airport: Schiphol
  • 47. World-Class Airport: Schiphol
  • 48. World-Class Airport: Schiphol
    • 43.5 million PAX in 2009
    • 100,000 customer surveys a year
    • “ Walk Behind the Customer” program
    • Analyze traveler data and traffic patterns
    • Comfortable atmosphere
    • Key hiring
    • Registered Traveler Program “Privium”
    • “ Airport City” concept developed in 1990s
    • Desire to be the best
    • Competition: LHR, CDG, FRA, MAD
  • 49. Airport Back Home: MSP
  • 50. World-Class Airport: MSP
  • 51. World-Class Airport: MSP
    • 32.1 million PAX in 2009
    • Award-winning concessions program
    • Excellent volunteer assistance program
    • Trams, moving walks, passenger carts
    • Children’s play areas, family rooms
    • Art and live music
    • Accessibility focus
    • Competition: DTW, ORD, (ATL, JFK, SLT, CVG, LGA?)
  • 52. Airport Issues: What’s in Our Control?
    • Provide facilities
    • Look at competition
    • Focus on the customer’s perspective
    • Create the vision
    • Set goals
    • Provide “an experience” for customers
    • Become the Airport of Customer Choice
  • 53. What About the Revenues?
    • “ 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.”
    • John Mackey: Whole Foods Market
  • 54. What About the Revenues?
    • “ 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.”
    • Linda Ireland, Aveus Partner: A global strategy and operations change consultancy located in St. Paul, Minnesota
  • 55. Customer Service Research Shows
    • Researcher / Study Summary Results
    • Claes Fornell, Univ. of Michigan: A company’s stock price has a direct
    • “ American Customer Satisfaction Index” (ACSI) correlation to customer satisfaction!
    • Accenture: “How Much are Customer Relation Management A typical $1billion business could add $65
    • Capabilties Really Worth? What Every CEO Should Know!” million in return on sales by enhancing customer facing capabilities by 10%.
    • Frederick Reichheld, Bain and Company A 5% increase in customer retention yields
    • “ Loyalty Rules” a 75% increase in customer net value.
    • Walker Information Companies that have top consumer loyalty
    • “ Loyalty Report: Online Retail” ratings have a 682% higher 3-year average annual revenue compared to like companies scoring low in loyalty.
    • Don Petters and Martha Rogers, Ph.D. The only value a company has is the value
    • 1 to 1 Media “Return on Customer” that comes from customers: the ones they have now and the ones in the future.
  • 56. Thank You!
    • WWW.MSPAIRPORT.COM