Epinion

Speaker Biograghy: Asger is the Research Manager for aviation market research at Epinion. He works with clients such as Heathrow Airport, Changi Airport, Copenhagen Airport, Berlin Airport, Avinor, Swedavia and Vienna Airport. He rejoined Epinion in 2015 after six years running his own creative agency where he helped organisations and brands use sound branding. He is now the Research Manager in charge of satisfaction and profiling tracking surveys at Heathrow Airport, where Epinion annually conducts more than 200,000 face-to-face interviews. He is also in charge of all research projects at Copenhagen Airport. He has strong knowledge of core airport passenger and retail surveys. His broad experience with survey designs in airports, optimisation of data collection, segmentation methods and revenue optimisation of retail, F&B and parking revenue streams gives him a unique perspective on how to use music and sound to increase spending behaviour and satisfaction scores in airports.


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

09:05 - 09:30 - Optimising the customer experience for higher satisfaction and bigger spending
Synopsis: Music is a universal language. Used correctly it has a strong, positive impact on the passenger experience and spend per head in retail and F&B outlets. But it is not as simple as just turning on the radio or using a generic playlist. There are many factors to consider before implementing a strategy that includes adding audio to your customers’ experience. If not implemented correctly, music and sounds will have a strong negative effect. However, a successful implementation will increase the general satisfaction and spend per head in all areas of the customer journey.

Audience will learn: