A sample of 50.000 tweets has shown that 85% of people express some sort of complaint about the organisation or company where they are going through the frustrating, time- consuming experience of queuing.
Those of us who work on technological applications for revamping customers’ dynamics at service areas know that this type of developments can make a boring and frustrating experience evolve into one of satisfaction. This is one of the fundamental goals of our endeavour.
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.
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.