Finally Someone Stands up for the Customer


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San Francisco International Airport now has a yoga room for passengers to relax after going through security check. Melissa Mizell, design director for Gensler, the Terminal 2 architecture firm that also created the yoga room, states that it “gives modern travelers a space that fosters and supports quiet and reflection.” The airport’s design decision, which includes blue-light therapy and loaner floor mats, exemplifies how dedication to the customer experience counteracts the negative consequences of commodization. By creating an environment that encourages calm, peaceful, and serene emotions, San Francisco International Airport stands out from the dozens of US airports.

As airports around the world strain to meet the demands of record-level numbers of passengers, encouraged by both industry deregulation and price wars, San Francisco has pre-empted the competition by focusing on the customer experience. After all, we’ve documented airport horror stories. The worst-of-the-worst list includes the following:

  1. Quantas: For grounding an entire international fleet over a labor dispute, leaving passengers stranded abroad
  2. Jet Blue: For leaving passengers waiting on the tarmac for eight hours with no food or water, causing a paraplegic and a diabetic customer to have health issues.
  3. AirTran: For having roach-infested cabins so bad that a couple took it to court

As these terrifying examples show, any effort to improve the customer experience is a smart move for airlines and airports alike. San Francisco International Airport is leading the way by creating a soothing space for travelers.

Republished with author's permission from original post.

Colin Shaw
Colin is an original pioneer of Customer Experience. LinkedIn has recognized Colin as one of the ‘World's Top 150 Business Influencers’ Colin is an official LinkedIn "Top Voice", with over 280,000 followers & 80,000 subscribed to his newsletter 'Why Customers Buy'. Colin's consulting company Beyond Philosophy, was recognized by the Financial Times as ‘one of the leading consultancies’. Colin is the co-host of the highly successful Intuitive Customer podcast, which is rated in the top 2% of podcasts.


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