Giorgio Medici, Head of Customer Care, SEA Aeroporti Milano, Italy

Speaker Biograghy: Giorgio began his career in the automotive industry in 1988, developing computer-integrated manufacturing solutions for Fiat – Magneti Marelli. He joined the airport business in 1992, as a project manager at SEA Informatica, responsible for airport systems in the Malpensa 2000 project. His first responsibilities at SEA Aeroporti di Milano were in airport operations with the opening of the new Malpensa airport in 1998. In 2002 he became airside services manager in the new SEA Handling company. In 2004 he was called to work on regulation projects for SEA Aeroporti di Milano, to supervise the deregulation process in the handling market at Milan. From 2007-2008 he was responsible for commercial and management issues in SEA Handling, after the Alitalia de-hubbing in Malpensa. Since 2008 he has been working as Customer Care Manager to develop a customer approach to design dedicated contact services and SEA CRM system.


Day 2 - 15 March
Session:
Customer Service & Passenger Experience


16:05 - 16:35 - Customer asset: quality instant feedback data to maximise service profitability
Synopsis: Airport success stories about investing in passenger experience quality have shown how this is leveraged to increase revenues. But it has been almost impossible to know how much quality improvements could positively affect airport business. ACI has developed studies showing the relationship between customer satisfaction and commercial revenues. SEA was looking for methodology to set optimum quality level, avoiding unnecessary costs and maximising economic profits. A structure of instant feedback devices to collect customer satisfaction levels, correlated to performance data, shows how to set the correct quality targets, matching passenger expectation, tuning processes daily and anticipating whether the airport is going to reach its yearly goals.

Audience will learn: