Customer Experience Consulting Firm Services

The Vendor is required to provide assistance in creating a comprehensive customer experience strategy, focusing on enhancing the customer journey and overall experience.
- The goal is to implement a unified customer experience strategy that aligns all airport employees under a single vision with deliverables that include journey map, updated customer segmentation & profiles, strategic imperatives, and an all-employee visioning campaign to focus on a single customer service philosophy.
- Current state analysis
• Conduct a comprehensive kick-off meeting to evaluate in the existing strategy, long-term plans, and available data. 
• This will establish a foundational understanding of the current landscape and set the stage for subsequent phases.
- Customer examination
• Identify key opportunities for improvement by analyzing the existing customer journey and available voice of the customer data reporting.
- Stakeholder interviews & management approach
• Conduct surveys or interviews as appropriate with key airport leaders to assess current offerings, experiences, and challenges. 
• Define a stakeholder management plan to ensure alignment and effective communication throughout the project.
- Competitive landscape & analysis
• Assess best practices from us and global airports. 
• This will provide valuable insights and benchmarks to inform our strategic recommendations. 
• Utilize existing benchmarking data available to airport.
- Alignment session
• Align on the research plan, evaluation criteria, traveler needs, and identify quick wins. 
• This will help to refine the approach and ensure that all team members are on the same page.
- Segmentation development
• Perform a deep dive into quantitative research to better understand and identify traveler segments. 
• This data-driven approach will help to categorize travelers based on key characteristics and behaviors.
- Segment profiles
• Develop detailed profiles for target segments based on behaviors, needs, and attitudes.
• These profiles will guide the development of tailored strategies and solutions.
- Segment & touchpoint prioritization
• Prioritize traveler segments and key touchpoints based on potential opportunities and impact. 
• This prioritization will ensure that efforts are focused on the most critical areas for improvement.
- Initial metrics
• Identify initial success metrics to gauge segment behavior and measure the effectiveness of implemented strategies. 
• These metrics will provide a framework for ongoing evaluation and optimization.
- Define customer experience strategy
• Conduct a creative session to explore and define the long-term customer experience proposition. 
• This will help establish an all-encompassing, unified and compelling customer experience strategy.
- Concept meetings
• Conduct work sessions with airport stakeholders to evaluate learnings and assess the feasibility of the proposed strategy. 
• These meetings will facilitate alignment and buy-in from key stakeholders.
- Recommendation for future initiatives
• Make recommendations for future initiatives. 
• This involves thorough analysis and justification of the proposed actions.
- Metrics & measurement systems
• Identify key metrics and suggestions for an overall measurement system and dashboard to monitor performance using existing voice of the customer data available to airport. 
• This system will track progress and measure success against defined objectives.
- Strategic priorities
• Develop strategic priorities, such as a path forward to ensure successful implementation. 
• These imperatives will guide the execution and ensure alignment with strategic goals.
- Activation plan
• Develop an overall implementation stakeholder engagement plan. 
• This plan will outline the approach to engage and align stakeholders throughout the implementation process. 
• This phase will align airport employees into a single vision concept, with a focused single mindset on the overall customer experience strategy. 
• Align and motivate employees of a variety of companies towards a single customer service vision.
- Contract Period/Term: 3 years
- Optional Pre-Proposal Conference Date: June 30, 2025
- Questions/Inquires Deadline: July 7, 2025