Friday, 12 November 2021 10:06

HAS unveils “Customer Experience Brand” promise

Houston Airports System recently unveiled its new customer experience brand promise, specifically designed to intimately serve its visitors at George Bush Intercontinental, William P. Hobby, and Ellington Airports.

From your house to ours, we promise to deliver a five-star airport experience for our guests that showcases world-class service, modern facilities and uniquely ‘Houston friendly’ hospitality – first time, every time.

HAS Director Mario Diaz was resolute in saying that it’s no longer good enough to simply say that Houston Airports promises a world-class customer experience.  “We have to go beyond that,” he said. “In other words, what we say and do means nothing if we fail to make an authentic and meaningful connection with one another. What a profound concept to apply to our approach to customer service.” 

Subsequently and key in the formation of the brand promise was a workshop conducted this past summer. Approximately 75 team members attended, a cross-functional representation of each of the 11 divisions within Houston Airports.

HAS Manager of Customer Experience Strategy Ronnie Pickard said they want everyone within Houston Airports to take ownership of it. “That’s the way we will be successful. We will measure that by the service level we deliver through customer service satisfaction surveys, customer comment cards and more,” he said.

Read 92 times Last modified on Thursday, 18 November 2021 08:50