{"id":1357,"date":"2025-01-23T16:27:57","date_gmt":"2025-01-23T21:27:57","guid":{"rendered":"https:\/\/thechangemakers.com\/?post_type=work&p=1357"},"modified":"2025-06-12T15:13:22","modified_gmt":"2025-06-12T19:13:22","slug":"changing-perceptions-for-one-of-the-worlds-biggest-airports","status":"publish","type":"work","link":"https:\/\/thechangemakers.com\/us\/work\/changing-perceptions-for-one-of-the-worlds-biggest-airports\/","title":{"rendered":"Changing perceptions for one of the world\u2019s biggest airports\u202f\u00a0"},"content":{"rendered":"\n
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Changing perceptions for one of the world\u2019s biggest airports<\/strong>\u202f\u00a0<\/strong><\/h1>

One of North America\u2019s busiest airports was consistently facing issues when it came to traveler experience and public perception. An unexpected viral incident involving the CEO at a press conference exacerbated these challenges, placing the airport\u2019s recent performance in the spotlight.\u202f\u00a0<\/h2><\/div><\/div><\/div>\n\n\n\n
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Expertise<\/h3> \n
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\n \n Reputation Management <\/div>\n <\/div>\n <\/div>\n <\/div>\n<\/div>\n\n\n\n
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Insight<\/h3>\n\n\n\n

The airport didn\u2019t have an accurate way of measuring pain points with travelers and couldn\u2019t determine what exactly needed to change to improve their perception. The airport wasn\u2019t communicating its broader vision or telling its story in a meaningful or compelling way. Travelers had a transactional relationship with the airport that quickly soured the moment things didn\u2019t go according to plan.\u202f\u00a0<\/p>\n\n\n\n

Approach<\/h3>\n\n\n\n

We immediately started measuring reputation through the activation of ChangeMakers\u2019 Reputation Score\u00ae, allowing for real-time tracking of progress and success. This allowed us to understand and address the specific pain points travelers had with the airport. This was paired with a revamp of the airport\u2019s digital brand strategy, telling their story in a more compelling and engaging way. Lastly, heightened attention was given towards executive profiling for the airport\u2019s leadership team, specifically their CEO.\u202f <\/p>\n\n\n\n

Results<\/h3>\n\n\n\n

40% increase in the airport\u2019s Reputation Score and a 70% increase in the CEO\u2019s Reputation Score in just three months. Six months into the engagement the Airport recorded the highest Reputation Score\u00ae among industry peers being measured. Engagement rates on owned content were up more than 50% across the board. More than a year later, the Reputation Score\u00ae remains a cornerstone KPI for the Airport and its CEO.\u202f <\/p>\n<\/div><\/div><\/div>\n<\/div>\n<\/div>\n<\/div><\/div><\/div>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":1363,"template":"","client":[141],"class_list":["post-1357","work","type-work","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"\nChanging perceptions for one of the world\u2019s biggest airports\u202f\u00a0 - ChangeMakers<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/thechangemakers.com\/us\/work\/changing-perceptions-for-one-of-the-worlds-biggest-airports\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Changing perceptions for one of the world\u2019s biggest airports\u202f\u00a0 - 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