Evaluating the Traveler's Perspective to Improve the Airport Customer Experience / Search Inside This Book
139 matches found for How People Learn Brain,Mind,Experience,and School Expanded Edition. in Chapter 1 - Introduction
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...becoming places where people dine, shop, relax, work, and interact. In many ways, airports ...
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...customers, but creating unique customer experiences. This expanded role comes with challenges ...
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...as airports try to understand and address the needs of their diverse customer base....
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...This Guidebook presents information and tools to better understand the traveler’s perspective ...
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...of the airport journey and how airports might respond to the evolving needs of their travelers. ...
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...The findings and recommendations have been presented in the format of the airport journey. ...
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...The journey begins prior to arrival at the airport for departure and ends with the return journey ...
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...To better understand differences in perspectives among different kinds of ...
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...segments” throughout this report), and data was collected from each group. ...
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...Throughout the journey, the traveler’s perspective gained from primary and ...
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...acteristics assigned to traveler segments and any special needs that they may ...
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...Recommendations for improving airport responses to the identified traveler’s needs and/or ...
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...desires have been constructed based on notable practices and commentary from the airport ...
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...industry on the feasibility, implications, and/or costs of meeting customer expectations/ ...
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...needs, environs factors, customer interface, talent management, technology, and management ...
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...of disruptive events, which must be considered in planning customer experience programs....
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...The influence and/or mandate of the federal, state, county, or city government as it relates ...
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...to new requirements for airports that may impact customer experiences has also been included ...
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...the perspective of the airport traveler, from pre-trip activities to journeying to and through ...
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...“ACI’s Airport Service Quality research and analysis ...
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...2 Evaluating the Traveler’s Perspective to Improve the Airport Customer Experience...
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...the Guidebook addresses current and evolving customer experiences and expectations, iden-...
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...tifies future trends and developments related to customer experience, and generates tools to ...
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...help airport professionals anticipate and respond to a traveler’s preferences in order to deliver ...
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...a seamless customer experience....
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...The Guidebook is divided into seven chapters including tools and methodologies airports can ...
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...use to develop their own customer experience plans and programs (see Table 1)....
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...The Guidebook also includes Appendix A: Bibliography and Appendix B: Glossary of Terms....
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...• Appendix C: Social Media and Media Analysis Toolkit...
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...• Appendix F: Social Media and Media Analysis Resources and Guides...
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...1 Introduction Project mandate; Guidebook overview; research ...
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...navigating the Guidebook; COVID-19 impacts; and limitations ...
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...perspective and explains the process of identifying and ...
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...classifying targeted airport customer segments and personas. ...
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...journey maps and personas based on their distinctive ...
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...and those unique to individual traveler segments, along with ...
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...experience. The departure journey includes the following key ...
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...experience, and post-security activities. ...
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...and those unique to individual traveler segments, along with ...
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...recommendations to improve the arrivals journey experience. ...
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...international arrivals, transfer, domestic arrivals and baggage ...
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...claim, and departure from the airport. ...
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...basic needs (such as cleanliness, wayfinding, food and ...
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...management, technology, and management of disruptive ...
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...Experience ...
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...Provides methodologies and tools for conducting a gap ...
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...analysis, goal alignment, and benchmarking. ...
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...experience. ...
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...1.3 Research Approach and Methodology...
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...With over 368.5 million different people traveling through U.S. airports each year, satisfying ...
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...understand their own demographic base and determine the most appropriate solutions to their ...
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...travelers’ unique needs. This Guidebook provides an approach to analyzing traveler needs and ...
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...areas of concern and potential solutions....
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...The research effort involved collecting data from secondary and primary sources. Secondary ...
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...airports to enhance the customer experience and future trends. Primary data collection was ...
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...focused on gathering firsthand data from travelers on how to improve airport customer experi-...
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...ences. The data was collected through focus groups, airport and organization surveys, and social ...
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...The research methodology included online and traditional literature searches related to eval-...
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...uating travelers’ perspectives on improving airport customer experiences and airports’ efforts ...
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...to provide excellent customer experiences. The search included identifying notable customer ...
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...experience techniques; processes and procedures; metrics/benchmarking; marketing and ...
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...programs; technology; future trends; and individual participants within airports such as airlines, ...
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...ground transportation, parking, and concessions to gain an understanding of the airport journey ...
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...reports, including ACRP reports and syntheses; trade journals; theses; websites; articles; press ...
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...releases; presentation slides from appropriate conference presentations; and blogs. Further ...
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...Centers for Disease Control and Prevention (CDC) guidelines and practices being implemented ...
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...at airports across the United States and the world, as well as attendance at several webinars ...
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...Primary data collection focused on the traveler and involved obtaining firsthand data from ...
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...travelers on their perspectives of the current versus desired airport experience. The data was ...
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...collected through onsite focus groups at Cincinnati International Airport and Orlando Inter-...
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...major regions in the United States (Northeast, Southeast, Northwest, Southwest, Midwest, and ...
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...and organization queries and social media analysis/media commentary....
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...segment perspectives and their evolving needs was gathered from a total of 247 participants. The ...
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...in the United States moving through more than 2,000 airports, and the budget for establishing ...
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...groups instead provides in-depth comments and rich data on each point of the journey from ...
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...4 Evaluating the Traveler’s Perspective to Improve the Airport Customer Experience...
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...abilities, senior travelers, solo/couples, and student travelers. Several types of focus groups were ...
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...conducted, including traditional focus groups, live virtual focus groups, and written virtual ...
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...response focus groups. This approach allowed for a broader reach and a more diverse group of ...
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...security, international arrivals, transit area, baggage retrieval, and departure from the airport. ...
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...All comments and suggestions from the participants were documented and aggregated across ...
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...and for each traveler segment....
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...This research effort included a study of the emotions experienced by the different traveler ...
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...and take actions to correct the circumstances and create a better experience....
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...Customer Experience/Employee Experience Survey Analysis...
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...capture institutional responses on the approaches utilized to enhance customer experience. The ...
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...main focus of this effort was to understand an organization’s customer and employee experience ...
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...ence. When paired with the literature search and data collected from the traveler’s perspective, ...
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...customer experience at airports....
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...Five organizations recognized for outstanding customer excellence were also contacted for ...
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...their insights; however, most stated that their organization’s policy was not to respond to queries, ...
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...To capture additional traveler insights, a social media and media analysis was conducted on ...
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...six U.S. airports to demonstrate how airports can tap into this enormous database of customer-...
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...generated, publicly available content to understand consumers’ preferences, attitudes, and ...
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...to diagnose problem areas, identify root causes of negative customer experiences, and evaluate ...
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...new and ongoing programs and initiatives from the customers’ perspective....
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...port and accompanying suggestions for addressing traveler needs/areas of concern. The findings ...
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...vidual airports may undertake to better understand their own travelers....
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...The findings further indicate the emotions that different traveler segments may experience ...
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...at various points of the journey. Airports are emotional spaces, and a better understanding of ...
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...the complexities surrounding the emotions experienced by travelers can help the airport design ...
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...interventions to enhance or reduce positive and negative emotions. The tools provided in this ...
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...Guidebook provide an approach for airports to conduct an analysis of their travelers and ...
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...experience plan/programs. A path to implementing the tools is presented in Chapter 7. An ...
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...tool includes video testimonials from actual travelers and can be accessed via the following link: ...
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...been presented and are identified with a specific icon (see Section 1.6)....
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...The aviation experience will be forever changed as a result of COVID-19; however, many ...
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...changes will be seen as positive from a customer experience perspective since they involve tech-...
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...nologies to create a more seamless experience. In general, certain technologies have advanced ...
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...at a more rapid pace than anticipated to create touchless environmental experiences including ...
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...check-in, security processing, boarding, and customs/immigration. Airports have also enhanced ...
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...communication and collaboration with their stakeholders, which translates into an improved ...
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...experience....
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...Mini case highlights of customer experience initiatives and innovations at airports/ ...
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...6 Evaluating the Traveler’s Perspective to Improve the Airport Customer Experience...
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...eralizing the results, and care should be taken not to draw conclusions beyond the research ...
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...of needs or issues that the general traveler population and the specific traveler segments may ...
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...entire population of travelers, the findings do highlight potential areas for concern and are ...
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...to assess traveler emotions and provides a source of information that can help airports gain a ...
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...deeper understanding of their traveler segments. Each airport needs to analyze their travelers’ ...
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...perspectives and emotions to identify the needs/issues specific to their airport....
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...Finally, the examples cited in the Guidebook are presented for illustration purposes and do ...
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