The Small Business Big Marketing Show | Insanely Effective Marketing Ideas

Stephen Byron has been the the Managing Director of Canberra Airport since his family bought it in 1998, and has turned it into a world-class airport offering an exceptional customer experience. Since it's purchase Stephen has overseen its transformation from a fairly unimpressive regional airport to a world class airport with over $2 billion being invested in airport infrastructure, a new terminal, a retail precinct and three business parks which accommodate more than 10,000 workers. Now you might be thinking “What can I, the small business owner, learn from someone who owns an airport?” Well, I gotta tell you … plenty. What I love about Stephen’s story is the lengths he and his team have gone to in identifying what annoys people about airports, then set about solving each and every one of them in the new design. This is quite simply a customer experience master class in how to create user-friendly products, services and customer experiences. In this episode of your favourite marketing podcast we cover p