Milda Meidienė
Milda Meidienė has more than 10 years of experience working in customer experience management across various sectors – NGOs, energy, and law enforcement – and for the past six years at Lithuanian Airports. Her main areas of activity include customer service standards, call centers, emergencies,s and customer opinion surveys. Meidienė holds a bachelor's degree in sociology and a master's in criminology.
Day -
2 - Commercial development – retail, F&B, concessions and experience - 14:30 - 15:00
Airport and commercial partners partnership model for a happier passenger
Lithuanian Airports has more than 180 partners who help to ensure smooth operations, generate non-aviation revenues and contribute to the passenger experience. The last area can be easily measured using tools like NPS, ASQ, or other passenger opinion surveys. However, a much harder task is to find ways and methods to make passengers' experiences genuinely matter to the partners. Since 2018, the ABC tool implemented at Lithuanian Airports has been transformed into a consistent model for creating sustainable partnerships. It is based on continuous and systematic communication, a motivational system, a one-window communication channel and involvement in strategic projects.
The audience will learn:
- How to create a partnership model with commercial partners, which makes passenger happier
- How to motivate commercial partners to implement customer service standards
- How the airport can contribute to a bigger revenue of non-aeronautical partners
- How to build sustainable partnerships at the airport
