Thomas Hinterholzer, Expert in Customer Experience Measurement, Munich Airport – Flughafen München GmbH, Germany
Speaker Biograghy:
Thomas is Expert in Customer Experience Measurement at Munich Airport – Flughafen München GmbH (FMG) – and integrated organisation-wise in the Division for Quality and Project Management. As Europe’s first five-star airport, Munich Airport strives to continuously improve the experience of its passengers. Therefore, among other innovations, Thomas is responsible for the design, implementation and management of a new customer experience monitoring and reporting system. He joined Munich Airport in September 2015 from University of Salzburg in Austria, where had worked as Senior Researcher for the previous eight years. Thomas holds an MBA with a specialisation in International Tourism Management.
Day 1 - 14 March
Session:
Customer Service & Passenger Experience
15:55 - 16:30
- Munich Airport's Passenger Experience Management Framework: key success factors
Synopsis: It is well known that improving the customer experience makes business sense. How to get there remains a mystery for many organisations striving for excellence in customer service and getting mixed results. Munich Airport's performance might make customer service excellence seem easy. The reality is that, behind prestige and awards, there is a series of fundamental activities taking place that are often not mentioned in the media. These require work, dedication and motivation. This presentation focuses on the key success factors that allow Munich Airport to remain ahead of the game in exceeding guests’ needs and expectations.
Audience will learn:
- A systematic approach to monitoring and improving service quality
- The importance of leadership’s passion for service and the human factor
- How to understand airport customers and their emotional behaviour
- How to leverage innovation, develop a sense of community and achieve a sustainable and resilient customer experience
- Case studies from Munich Airport and other locations worldwide