Insights From Joe Lopano, CEO of TPA, on Delighting Your Customers

As Joe Lopano, CEO of Tampa International Airport heads into retirement, he revealed key insights on creating exceptional customer experiences at TPA at the Embarc Collective’s Q3 Builder Series event, powered by Hillsborough County EDi2. Joe joined Lakshmi Shenoy, CEO of Embarc Collective, to discuss strategies driving TPA’s exceptional customer experience.

Here are a few takeaways from Joe’s talk:

Observe Your Customer

Have you ever filled out a survey to access Wi-Fi at the airport? TPA strategically uses Wi-Fi access surveys to gather passenger feedback on TPA’s services. The airport staff also employs advanced LiDAR technology to monitor real-time heat maps of passenger density, helping identify crowded areas and optimize resource allocation. By leveraging these tools, TPA quickly responds to customer needs and makes data-driven improvements. These strategies have helped TPA earn its reputation as America’s Favorite Airport, known for its customer-centric approach.

Lead by Example

Joe’s leadership offers a powerful lesson: excellence starts with personal accountability and ripples outward. Imagine a CEO who doesn’t hesitate to pick up trash – that’s Joe’s way of demonstrating that no job is too small for him or his team. The most impactful leaders don’t just set expectations; they embody them, inspiring a culture of excellence throughout every level of the organization.

Embrace Technology

Balancing customer safety and satisfaction is a complex challenge. However, TPA is tackling it by integrating cutting-edge technologies like facial recognition for expedited security and being the first-ever U.S. airport to explore eVTOLs (electric vertical takeoff and landing aircraft) for faster airport transportation. By strategically adopting new technologies and anticipating future trends, TPA is securing a significant competitive advantage in providing outstanding travel experience.

Embarc Collective’s Builder Series continues to bring industry leaders like Joe Lopano to share their knowledge and inspire our community. Subscribe to our newsletter to stay in the loop on more entrepreneurship- and tech-focused events at Embarc Collective.