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Liverpool John Lennon Airport completes customer service transformation

Liverpool John Lennon Airport (LJLA) is among the first airports in the UK to utilize a tool on its Twitter account that measures customer feedback. This is part of a wider program, which, over the past 20 months, has seen LJLA undertake a full customer service transformation.

The internationally recognized customer metric tool Net Promoter formed the basis of the airport’s recent investment strategy which has seen £2.5m (US$3.4m) invested in new passenger facilities including toilets, car parks, flight information screens and technology, along with award winning staff training and development.

Twitter recently introduced Customer Feedback, a new tool that leverages direct messages to gather feedback in Net Promoter Score (NPS) format. In partnership with Sprout Social, a leading provider of social media management and customer care software, LJLA is one of the first companies in the UK to be able to incorporate the feature, which has only been implemented by a limited number of brands across the world.

Net Promoter Score is a management tool that can be used to gauge the loyalty of a firm’s customer relationships and Twitter has incorporated NPS into its facilities to enable brands to monitor their customer service and customer satisfaction on the social platform more easily.

Sarah Barrett, marketing director for LJLA who has lead the customer transformation project, said, “I am a huge fan of Net Promoter, it’s such a simple metric which provides a clear focus and direction. It enables very quick understanding of how customers feel about their experience and what needs to be done to improve. I believe strong brands have to start with the customer, get the customer experience right and the rest will follow.”

June 30, 2016


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