Define the ‘customer voice’ and customer visit experience.
Our work here focused on the creation of a customer-centric experience and vision. We started by defining a strategy for the 20m+ yearly passengers arriving at and moving through airport terminals, and debriefing top management on performance and priorities in the process. By first understanding and then expressing the ‘customer’s voice’, we were able to guide the Airport Authority’s top management team on both practicalities and implementation priorities.
The challenge here was to view the airport purely from the customer’s point of view so as to enhance passenger satisfaction, relaxation and retail duration. Following the creation of our vision and through-flow for passengers, we then needed to get DAA’s top management team on board in order to drive the implementation of our customer-centric experience.
The outcome of our work was a clear understanding of customer expectations and an explicit definition of the ‘customer’s voice’.