Damien Kobel, Managing Director, DKMA, Switzerland

Speaker Biograghy: Damien is a career aviation specialist with 20 years of experience. He has focused on market research, forecasting and management consultancy within the airline, cargo, catering, ground handling and airport industries. Damien is a founding member of DKMA (in 2005), where he developed and managed the global Airport Service Quality initiative. Before setting up DKMA, Damien worked at Zurich Airport in the international business development team. Prior to that, he worked in an international consulting company leading projects worldwide with a focus on improving quality and business process in the airport and airline industry.


Day 3 - 12 March
Session:
Commercial Development, Concessions, Retail & Media


09:05 - 09:35 - The ROI of great customer service
Synopsis: Many airports are focusing on improving the customer experience. But does this really impact the bottom line? DKMA has conducted research among airports worldwide to identify the impact that improved service has on non-aeronautical revenue. Learn how much non-aeronautical revenue grows when satisfaction increases, how an improved airport experience will change passenger spending patterns and increase dwell time, and find out what steps you can take to improve satisfaction levels at your airport without spending much money.

Audience will learn: