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"Aún estamos muy lejos de conocer de verdad al cliente"
  • Brazil - Português


News provided by

XXL Solutions

Jan 20, 2015, 06:55 ET

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COIRA, Suiza, 21 de enero de 2015 /PRNewswire/ -- Michael Eggenschwiler, director general de Hamburg Airport, se refiere al desafío que supone tomar contacto con pasajeros siendo un aeropuerto y los motivos para asistir a la Hamburg Aviation Conference (extracto).

Foto - http://photos.prnewswire.com/prnh/20150120/725529

Michael Eggenschwiler: Creo que los aeropuertos deben aprender a establecer contactos con sus clientes, porque pasan bastante tiempo en el aeropuerto antes o después de sus vuelos. Así que mientras mejor los conozcamos, mejor podemos atenderlos.

Sé de algunos aeropuertos donde esto ya ha sucedido. Si las aerolíneas piensan en el bien de sus clientes, también quieren ofrecerles un excelente servicio en tierra antes y después del vuelo (...) Estoy de acuerdo en que no es una tarea fácil la que nos espera. Debemos compartir los datos de pasajeros de la misma manera en que compartimos datos operacionales entre aeropuertos, aerolíneas y operarios en tierra por el bien de nuestros pasajeros.

HAC: ¿Qué se imagina haciendo en caso de contar con estos datos?

Eggenschwiler: Podría ofrecer a los pasajeros un recorrido más uniforme a través del aeropuerto, podría darle a ella información sobre qué área de estacionamiento está disponible en ese momento, podría decirle a ella dónde ir para recorrer la línea de seguridad más corta o informarle sobre dónde hay una oferta especial disponible en términos de café, bebida o alimento. Podría mostrarle el camino hacia la puerta de embarque cuando se marche...

HAC: ¿Qué pueden aprender los aeropuertos de otras industrias en términos de servicio al cliente y lealtad del cliente?

Eggenschwiler: Es de suma importancia escuchar a la pasajera y averiguar de verdad qué es lo que ella quiere. Creo que también es frecuente que nosotros tengamos la impresión de saber lo que el pasajero quiere, pero si somos realmente honestos, no lo sabemos. Al entablar diálogos para averiguar qué es lo que quieren de verdad nuestros clientes, los pasajeros, hay otras industrias que se nos han adelantado realmente.

HAC: ¿Por qué los expertos de la industria deberían asistir a la Hamburg Aviation Conference?

Eggenschwiler: Deberían asistir porque creo que la conferencia constituye una combinación excelente de personas con conocimiento especializado en la industria de la aviación y de fuera de la industria. Cualquiera que asista aprenderá mucho y ciertamente se llevará consigo ideas para implementar en su propia compañía.

La entrevista fue realizada por Andreas Spaeth.

La conferencia es organizada por la consultora boutique XXL Solutions. Los socios de marketing son el Hamburg Airport, Airbus, ICLP (agencia global), Lumexis (EE. UU.) Guest Logix (Canadá).

Ursula Silling, fundadora y directora general de XXL Solutions, [email protected], +41799274030, @xxlsolutions

http://www.hamburgaviationconference.com, @hamburgaviation

FUENTE XXL Solutions

Related Links

http://www.hamburgaviationconference.com

SOURCE XXL Solutions

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