Power Lunch: Reg Krake – Creating Sky High Experiences
How the Passengers’ Choice #1 Airport in North America (8 years running by Skytrax) keeps its spot at the top
70% of visitors surveyed by Tourism Whistler travel via air to reach Whistler. How well do you know this key landing point on the Whistler customer journey? Like Whistler, YVR is experiencing its busiest years on record. Reg Krake, YVR Director of Customer Care has award winning passenger experience expertise that complements Whistler’s service values (The 3Rs: Reliability, Responsiveness & Relationships). You’ll also get intel about plans for the future looking at YVR’s brand new 20 year master plan which includes an important update on flight schedules and their impact on visitor streams in key tourism markets for your business.
Don’t miss this timely update from one of Whistler’s biggest tourism partners and enjoy a fresh dose of inspiration to help you put winning customer experience strategies into action at your business!
- Passenger experience strategies that earned a #1 ranking
- Intel from YVR’s NEW 20 year master plan
- An update on flight schedules and their impact on tourism streams
Guest Speaker: Reg Krake
Director of Customer Care, Vancouver International Airport
As Director of Customer Care for YVR, Reg Krake leads an impassioned team, overseeing all aspects of the passenger experience and customer service airport-wide. From ensuring ease of wayfinding, to cleaning the terminal to the highest standards, to strategically deploying ‘the human touch’ at key decision points via customer concierges, help lines, multiple channels, and a 500-strong “Green Coat” volunteer base, the team is honoured to have contributed to YVR earning the worldwide passengers’ choice award as the #1 Airport in North America for 8 years running (SkyTrax, 2010-2017), the #3 airport in the world in the 20-30 million passenger size, and the #13 airport overall in the world. With a background in customer relationship marketing, experience management and operations, Reg works with his team to constantly measure, learn from, and improve, the passenger experience.
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