Innovation to Meet Customer Demand
Since the ban on liquids in carry-on luggage was implemented for airports across the country in 2006, new inconveniences have surfaced for many travellers including myself. One frustrating point is having to pay highly inflated prices for a new bottle of water in airport terminals beyond the security checkpoint. This has directly benefited food courts, restaurants and convenience stores in that area of the airport, but comes at a huge cost to the consumer and the environment. The other issue is the lack of accessible water fountains for drinking water and for people to refill their existing bottle.
I travel with my own reusable water bottle. When I was in Calgary, I saw a woman filling her water bottle at a drinking fountain. At the time, I thought that was a good idea. I have done it many times myself since then, whenever I can locate a water fountain. Although it can be a tricky process, it is a viable alternative to paying high prices for bottled water.
When I last came through Vancouver International Airport (YVR), I was impressed by how many water fountains they had. There seemed to be at least one situated outside every public washroom in the terminal. The biggest surprise for me was when I was on my way to Newport Beach, California, and saw for the first time a water fountain built right into the wall. The dispenser itself was connected to the water fountain.
When I saw this, I was very impressed to see another great example of how an establishment that services so many travellers is focused on making the customer experience an exceptional one.
This innovative solution provides customers with access to drinking water beyond the security checkpoint without needing to take out their wallet.
What have you incorporated into your business model lately to continue to provide an exceptional experience for your customer?