CASE STUDY: CUSTOMER EXPERIENCE AT ORLANDO AIRPORT
Posted: Sat Jan 18, 2025 4:13 am
Domingo Sanchez explains that the CEO and Board of Directors of the Authority have already made efforts to achieve this.
The main role of an airport is to provide better customer service. As Domingo Sanchez explains, “ We are not a retail center. We don’t sell hats and umbrellas. We are here to be a hub to get people in and out,” he explains. spain whatsapp data
The most important thing for him is to improve the customer experience. His goal is to ensure that people feel better in the airport. He believes that the more pleasant the customer experience, the more awareness will increase. The ultimate goal is to make the customer come back and enjoy it.According to Domingo Sanchez, this was the challenge. In this sense, he spent a lot of time meeting with different stakeholders to talk about his leadership. For him, the most important thing is to involve everyone.
Everyone needs to be aware that customer experience is important. This action is not only for the airport, but also for the future improvement project of the South Terminal.
So why spend $5 million a year on customer experience when the airport has been around for 40 or 50 years?
To prove to the board and the community that this concept is important, Domingo Sanchez based his argument on three things:
First of all, it is important to make people feel better in the airport. To do this,
The fact that the various facilities are clean,
The importance of customer contact: we look people directly into their eyes, we smile in front of them...
All of these subtleties add up to a better customer experience, so a way had to be found to more effectively train the airport's 18,000 employees to improve their skills in these areas.
Domingo Sanchez also emphasizes another point. According to him, " it would be easy to teach someone to smile and be pleasant. But if your luggage is two hours late when you get off the plane, no matter how big the smile is, you are not happy ."
The main role of an airport is to provide better customer service. As Domingo Sanchez explains, “ We are not a retail center. We don’t sell hats and umbrellas. We are here to be a hub to get people in and out,” he explains. spain whatsapp data
The most important thing for him is to improve the customer experience. His goal is to ensure that people feel better in the airport. He believes that the more pleasant the customer experience, the more awareness will increase. The ultimate goal is to make the customer come back and enjoy it.According to Domingo Sanchez, this was the challenge. In this sense, he spent a lot of time meeting with different stakeholders to talk about his leadership. For him, the most important thing is to involve everyone.
Everyone needs to be aware that customer experience is important. This action is not only for the airport, but also for the future improvement project of the South Terminal.
So why spend $5 million a year on customer experience when the airport has been around for 40 or 50 years?
To prove to the board and the community that this concept is important, Domingo Sanchez based his argument on three things:
First of all, it is important to make people feel better in the airport. To do this,
The fact that the various facilities are clean,
The importance of customer contact: we look people directly into their eyes, we smile in front of them...
All of these subtleties add up to a better customer experience, so a way had to be found to more effectively train the airport's 18,000 employees to improve their skills in these areas.
Domingo Sanchez also emphasizes another point. According to him, " it would be easy to teach someone to smile and be pleasant. But if your luggage is two hours late when you get off the plane, no matter how big the smile is, you are not happy ."