Now that’s customer-centric


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As airports renovate they are trying to find novel ways to offer added value for their traveler. San Jose Airport’s new Terminal B has seat power in many of the waiting area seats at the gate. No need to look around for a wall plug or hope there is one. Very thoughtful.

I saw a very useful idea yesterday at the Salt Lake City Airport, which I have not seen elsewhere, though that is not to say it does not exist elsewhere. Most major airports have a “cell phone” lot where you can wait to pick up your arriving passengers until they call to tell you they have arrived. Saves circling baggage claim or just sitting there hoping the parking thug doesn’t notice you and move you along.

At SLC they have installed a HUGE flight status board, which allows you to see what the arrival status is of the flight you are waiting for. Pretty cool. Unfortunately, I am sure it is still updated using the same system that “lies” to us inside the airport, but it is still an excellent customer-focused idea.

Republished with author's permission from original post.

Mitchell Goozé
Mitchell Goozé is the president and founder of Customer Manufacturing Group. His broad scope of business experience ranges from operations management in established firms, to start-up and turn-around situations and mergers. A seasoned general manager, he has headed divisions of large corporations and been CEO of independent firms, always focusing the company strategy on the most important person in business . . . the customer.


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