[@ChrisWillx] “How I Would Improve Airports” - Rory Sutherland
Link: https://youtu.be/VBfcMdr37Ao
Short Summary
Number One Action Item/Takeaway:
Apply "reverse benchmarking" to airport experiences by identifying overlooked areas or pain points that competitors have ignored, and then innovate in those areas to create a unique and superior customer experience.
Executive Summary:
The speaker advocates for using "reverse benchmarking" to improve airport experiences. Instead of copying competitors, airports should identify aspects where others are lacking and focus on excelling in those areas to differentiate themselves and enhance the passenger experience. The speaker provides suggestions for improvements to car rental and hotel experience as further examples.









