The Business of Airports

Serving Airports

RFP strategy, writing, and execution
KPI/SLA eco-system creation
Concession lease negotiation
Concession planning
Comprehensive CX planning & execution
Strategic partnership formation via the financial services sector
Production of airport “VIP and airport lounge master plans”
Financial modeling within the airport lounge industry to drive transparency and informed negotiations

Serving Businesses

Global airport growth strategic planning and execution
Strategic partnership ideation, planning and execution with Fortune 500 brands that desire access via your business' airport growth plans
Preparing your business for entering the airport market
RFP responses
Lease negotiation
Technology-driven airport kitchen equipment and prep/finishing design that overcomes the new, unique constraints in the airport labor market

Airport Lounges

The Mertens team has played key roles in the airport lounge revolution in the U.S. since 2009. We helped create the industry and know every part of it and the people around it. Let us help you navigate the ever-expanding, dynamic world of airport lounges.

We help airports and lounge companies with strategic partnership formation and strategic planning & execution.

360 Degrees of CX

Mertens can work with your team to enhance an existing CX structure all the way through to creating a new CX eco-system from the ground-up

Product & Services

CX delivery starts with knowing the guest. Mertens dives deep into both technologically-driven and non-technology-driven methods of learning about our guests and applying that knowledge to product & service design.

Customer Service

Our investments in the best products & services and the key assets behind them are put at severe risk if they are not enlivened by consistent, differentiated and elevated customer service. Mertens creates systems to drive "cultural critical mass" in businesses both big and small to ensure a service culture that enhances the customer experience.

Scenography

The creation of visual, audio and odor standards, the proper documentation of those standards, and creating the mechanism of enforcement of standards is a lost art in all but the highest-end service environments. Mertens can play a key role in bringing standards up to where they need to be and keeping them there.

Feedback & Measures

The proliferation of both new technical and non-technical mechanisms is driving the creation of new opportunities to develop meaningful KPIs and SLAs. Mertens has deep experience in these areas and can help create an ecosystem where these tools are deployed in the most useful and efficient manner possible.

Services

Why Mertens?

Mertens Consulting consists of two consultants that are accomplished in commercial, financial and operational matters in high volume, customer-facing businesses, with a particular focus in and around airports.

Our small-shop, high-impact approach drives lower costs and quicker paths to results for our clients. Read more about us here and here.

Client Sampling

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Customer Experience

Airport Lounges

Airport Business