How airports can own the passenger journey?
Customer experience has become one of the most talked about concepts in business – how a business carries itself and relates to its customers has become as important as the quality of the product it is offering.
It is not surprising that Customer Experience Futurist Blake Morgan said in Forbes magazine recently that “managing customer perception is one of the most important things brands should be doing”.
But how does this relate to the airport industry?
Airport customer experience can be defined as how a customer perceives their interaction with an airport as the sum of all the interactions that a passenger has with the entire airport community.
These interactions can be delivered in person, online, self-service booths, or other channels. Together, these all add up to the critical moments—also known as moments of truth—that create the overall customer experience.