Creating an experience able to keep customer loyalty results from the magical combination of three elements: products, shops, and above all, people. By people, we specifically refer to collaborators and employees whose everyday work enlightens and makes sense of the organisation’s corporate mission.
It seems that, when we start reaching the end of the year, time becomes shorter, and so more valuable than usual. Whatever is left from December becomes a countdown of very scarce days and hours in which to fit everything is pending before the year is over.
We can all talk about frustrating experiences at a public office: disorientation, lack of information, and long waits describe the uncomfortable situations citizens have gone through in past decades mainly.
In order to redesign the customer’s journey at the airports, enhancing their experience will become the next big thing for the innovators in the coming days.
Exigent demands are emerging for airports therefore the emphasis should be more towards the customizable service delivery on the basis of customer needs, loyalty, and behaviours.