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Excellent airport customer service meets successful branding strategy
Journal of Airport Management,
2
(3),
218-226
(2008)
Abstract
Excellent customer service is the synergy created when an airport's ability to exceed its customers’ needs and expectations consistently matches its customers’ perception that their needs and expectations are well met.This is particularly challenging in the airport environment where, although many are responsible for the delivery of services, the customer and other stakeholders often hold the airport operator accountable for the level of service provided airport-wide. If airport management takes a strategic and holistic approach to customer service and airport branding, customer satisfaction with the airport experience can be significantly improved and airport net revenues can be tracked to show a direct relationship with increased customer satisfaction.
Keywords: customer service; airport branding; performance management; standards; employee engagement
The full article is available to subscribers to the journal.
Author's Biography
Joanne Paternoster is currently Chief Executive Officer at Butterfly Consulting and is recognised for her airport customer experience management expertise. Before launching Butterfly Consulting, Joanne served as director of customer services and standards for the Aviation Department of the Port Authority of New York and New Jersey where she was responsible for spearheading the development and implementation of the Port Authority’s successful Airport Customer Service Improvement Program and the first Airport Customer Service Manual that has been used as a benchmark by airports worldwide. Today, Joanne serves as a consultant to airports worldwide including Los Angeles World Airports (LAWA) as they design and implement a strategic, airport-wide Guest Experience Initiative to enhance guest satisfaction at LAX, which includes the launch of their innovative customer service airport brand ‘LAXceptional Xperience’, facilitates customer service courses for Airports Council International (ACI) Global Training Hub and was a Principal Investigator on the recently published guidebook, Airport Cooperative Research Project (ACRP) Report 157 ‘Improving the customer experience’, available at: http://www.trb.org/main/ blurbs/174127.aspx (accessed 27th June, 2017).
