Content
Course content
The Airport Customer Experience Specialist courses consist of the following seven modules:
- What is Customer Experience Management, and why is it so important?
- The ACI Airport Customer Experience Accreditation program.
- Key success factors for managing customer experience in airports.
- Programs, services, and resources offered by ACI to help airports better manage customer experience.
- The importance of putting yourself in the customer’s shoes when managing customer experience.
- Gathering and sharing Voice of the Customer (VoC) information, developing segments and personas, and conducting customer journey mapping.
- Key steps in the research process.
- Quantitative and qualitative research methods.
- Generating insights from data to inform the airport’s customer experience management program.
- The role of customer experience in the strategy and branding of an airport.
- Key components of a customer experience strategy and their importance.
- Defining and implementing a customer experience strategy.
- Operational improvements that improve service quality.
- Designing new experiences to deliver the brand promise.
- How to build and follow a customer experience plan.
- Selecting customer experience indicators.
- What a customer experience dashboard is and how to build and customize one for your airport.
- The importance of building a customer experience culture.
- Levers to increase employee engagement.
- Developing strong governance to drive customer experience.
