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 plenty of ground including:
How Stephen and his family nearly didn't go through with the airport revamp
How he obsesses over creating the ultimate customer experience
How they built the airport and business precinct when it looked like they had little to no chance of success
I share another low cost marketing idea for you to implement immediately in our new segment lovingly called What Have You Got To Lose?
And we revisit a past episode in which we catch up with Jim … from that legendary Aussie brand … Jim’s Mowing

Yep, you guessed it, another big episode, so let's get stuck, right in.

 EPISODE TIMELINE

00:00  Two marketing insights
00:45  Teaser
01:27  Welcome & overview
03:08  Today’s guest introduction - Stephen Byron
04:30  Interview with Stephen Byron
38:00  Insights into  WebCentral & Key Person of Influence
40:23  My Top 3 Attention Grabbers from my chat with Stephen Byron
42:31  What Have You Got To Lose?
45:33  Wrap-up and an insight in to both a past guest & next week’s guest

 MY TOP 3 MARKETING ATTENTION GRABBERS

 
Focus on user-friendliness. There is no business that wouldn't benefit from this. In a recent episode Tom O’Toole from Beechworth Bakery asks the question “Would you buy it?” to ensure he's giving customers what they want and Dom Holland from Tow.com.au points out that “Everyone’s coming to your website for one thing. Give it to them upfront.” How can you make your business more user friendly?


Dream the outcome, then work backwards. Very Michael Gerber-esque. Check out my interview with Michael Gerber and his process that starts with the Dream Room.


Here to Help appearing on all staff uniforms. Help being the operative word. That’s why I wrote a book about it!

 RESOURCES & LINKS MENTIONED

Canberra Airport's official website

What Have You Got To Lose? - How & why to visualise where your website visitors click

 EPISODE SPONSORS

WebCentral - Exclusive listener offers
Get your online marketing sorted with these exclusive listener offers

Key Person of Influence – Become highly valued & highly paid
Grab a FREE hard or audio copy of their Amazon best-seller.

 OVER TO YOU …

What was your biggest marketing learning or ah-ha moment from this episode?

Leave your comment below.

My guest and I respond to each and every comment.

Stephen Byron has been the&nbsp;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&nbsp;fairly unimpressive regional airport&nbsp;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 &ldquo;What can I, the small business owner, learn from someone who owns an airport?&rdquo; Well, I gotta tell you &hellip; plenty. What I love about Stephen&rsquo;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&nbsp;master class&nbsp;in how to create user-friendly products, services and customer experiences.
In this episode&nbsp;of your <a href="http://smallbusinessbigmarketing.com/podcast-2/" target="_blank" rel="noopener noreferrer">favourite marketing podcast</a>&nbsp;we cover plenty of ground including:
<ul>
<li style="font-weight: 400;">How&nbsp;Stephen and his family nearly didn't go through with the airport revamp</li>
<li style="font-weight: 400;">How he obsesses over creating the ultimate customer experience</li>
<li style="font-weight: 400;">How they built the airport and business precinct when it looked like they had little to no chance of success</li>
<li>I share another low cost marketing idea for you to implement immediately in our new segment lovingly called <a href="http://smallbusinessbigmarketing.com/what-have-you-got-to-lose/" target="_blank" rel="noopener noreferrer">What Have You Got To Lose?</a></li>
<li style="font-weight: 400;">And we revisit a past episode in which we catch up with Jim &hellip; from that legendary Aussie brand &hellip; Jim&rsquo;s Mowing</li>
</ul>
Yep, you guessed it, another big episode, so let's get stuck, right in.
&nbsp;
<hr>
<h2>EPISODE TIMELINE</h2>
00:00&nbsp;&nbsp;Two marketing insights 00:45&nbsp; Teaser 01:27&nbsp; Welcome &amp; overview 03:08&nbsp; Today&rsquo;s guest introduction -&nbsp;Stephen Byron 04:30&nbsp; Interview with&nbsp;Stephen Byron 38:00&nbsp; Insights into &nbsp;WebCentral &amp;&nbsp;Key Person of Influence 40:23&nbsp; My Top 3 Attention Grabbers from&nbsp;my chat with&nbsp;Stephen Byron 42:31&nbsp; What Have You Got To Lose? 45:33&nbsp; Wrap-up and an insight in to both a past guest &amp; next week&rsquo;s guest
&nbsp;
<hr>
<h2>MY TOP 3 MARKETING ATTENTION GRABBERS</h2>
&nbsp;
<ol>
<li>Focus on user-friendliness. There is no business that wouldn't benefit from this. In a recent episode <a href="http://smallbusinessbigmarketing.com/tom-otoole-beechworth-bakery/" target="_blank" rel="noopener noreferrer">Tom O&rsquo;Toole from Beechworth Bakery</a> asks the question &ldquo;Would you buy it?&rdquo; to ensure he's giving customers what they want and&nbsp;<a href="http://smallbusinessbigmarketing.com/how-to-disrupt-any-industry/" target="_blank" rel="noopener noreferrer">Dom Holland from Tow.com.au</a> points out that &ldquo;Everyone&rsquo;s coming to your website for one thing. Give it to them upfront.&rdquo; How can you make your business more user friendly? </li>
<li>Dream the outcome, then work backwards. Very Michael Gerber-esque. Check out my <a href="http://smallbusinessbigmarketing.com/michael-gerber-interview/" target="_blank" rel="noopener noreferrer">interview with Michael Gerber</a> and his process that starts with the Dream Room. </li>
<li>Here to Help appearing on all staff uniforms. Help being the operative word. That&rsquo;s why <a href="http://smallbusinessbigmarketing.com/the-boomerang-effect/" target="_blank" rel="noopener noreferrer">I wrote a book</a> about it!</li>
</ol>
&nbsp;
<hr>
<h2>RESOURCES &amp; LINKS MENTIONED</h2>
<a href="https://www.canberraairport.com.au/" target="_blank" rel="noopener noreferrer">Canberra Airport's official website</a>
What Have You Got To Lose? -&nbsp;<a href="http://smallbusinessbigmarketing.com/how-to-visualise-where-your-website-visitors-click/" target="_blank" rel="noopener noreferrer">How &amp; why to visualise where your website visitors click</a>
&nbsp;
<hr>
<h2>EPISODE SPONSORS</h2>
<a href="https://www.webcentral.com.au/timbo/" target="_blank" rel="noopener noreferrer">WebCentral&nbsp;- Exclusive listener offers </a>Get your online marketing sorted with these exclusive listener offers
<a href="http://keypersonofinfluence.com/timbo" target="_blank" rel="noopener noreferrer">Key Person of Influence &ndash; Become highly valued &amp; highly paid</a> Grab a FREE hard or audio copy of their Amazon best-seller.
&nbsp;
<hr>
<h2>OVER TO YOU &hellip;</h2>
What was your biggest marketing learning or ah-ha moment from this episode?
Leave your comment below.
My guest and I respond to each and every comment.

The most innovative people in the world of small business go one-on-one each week with marketing expert Tim Reid. In this award winning podcast; business owners share where their original business idea came from, how they got it to market and the strategies they used that led to their business’s unprecedented growth. Host Timbo Reid’s curiosity for what makes business owners tick and his passion for small business success means that every episode is chock full of marketing gold that will help you build that beautiful business of yours into the empire it deserves to be. 

For more episodes download the free LiSTNR app

www.SmallBusinessBigMarketing.com | Tim Reid chats with amazing business owners and marketers.

The Small Business Big Marketing Podcast with Timbo Reid

The most innovative people in the world of small business go one-on-one each week with marketing expert Tim Reid. In this award winning podcast; business owners share where their original business idea came from, how they got it to market and the strategies they used that led to their business’s unprecedented growth. Host Timbo Reid’s curiosity for what makes business owners tick and his passion for small business success means that every episode is chock full of marketing gold that will help you build that beautiful business of yours into the empire it deserves to be.

The most innovative people in the world of small business go one-on-one each week with marketing expert Tim Reid. In this award winning podcast; business owners share where their original business idea came from, how they got it to market and the strategies they used that led to their business’s unprecedented growth. Host Timbo Reid’s curiosity for what makes business owners tick and his passion for small business success means that every episode is chock full of marketing gold that will help you build that beautiful business of yours into the empire it deserves to be.

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