Wednesday, August 24, 2011

Customer communication at Heathrow International Airport

A big thumbs-up to Heathrow, which has clearly thought through their entire customer experience and worked hard to make your time there pleasant. In fact, I was actually sorry we didn't have a longer layover, as the shopping and dining options were pretty fabulous. I especially wanted to try Gordon Ramsay's Plane Food restaurant. Maybe next time.

There is messaging throughout the transit through Heathrow, and even before you get there. When we got our boarding passes in Paris, the envelope contained clear instructions how to navigate through Heathrow. I was also impressed by these signs, showing the latest customer survey results.

I would love to see museums showing their visitor satisfaction survey results in such a transparent way.

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