Kathleen Boyd, Head of Marketing, Houston Airport System, USA

Speaker Biograghy: Kathleen is Head of Marketing for Houston Airport System, focused on improving the customer experience for Hobby, Bush and Ellington Airports as well as the Houston Spaceport. Hobby and Bush serve 55 million passengers annually. Kathleen began her career at Continental Airlines, holding leadership positions in marketing, branding, customer experience and alliances. She developed and implemented Continental's blue-and-gold globe brand as well as the revolutionary BusinessFirst. She also had her own consulting firm developing new brand programmes and customer experiences for airlines and airports around the world. Kathleen has received numerous awards, including the AMA's Crystal Award for design excellence for DFW's logo, and recognition from the Conference Board for the Best Corporate Identity Program for Continental Airlines. She was also named to the prestigious honorary Bordeaux wine society, La Commanderie du Bontemps de Médoc et des Graves, for her award-winning wine selections for Continental.


Day 1 - 14 March
Session:
Customer Service & Passenger Experience


10:20 - 10:50 - Make your connection...with the customer
Synopsis: Houston Airports has made immense progress with understanding who its customers are and what their needs are, via innovative use of big data (credit card transactional data and parking licence plate captures, yielding buyer and parker psychographics). It has also 'cracked the code' of its customer satisfaction research to prioritise the most powerful drivers of satisfaction, and has developed a research-based passenger hierarchy of needs. Job one was to improve the digital experience, which HAS did by jettisoning its eight-year-old non-mobile-responsive website and building a new customer-centric website that is so mobile-responsive that users call it an app! fly2houston.com

Audience will learn: