APEX in Profile: Kristin Guthrie
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Kristin Guthrie
Vice-President, Customer Experience, Air Transport and Regional
Honeywell Aerospace
Kristin leads the Customer Experience organization for Honeywell’s Air Transport and Regional business, and is responsible for driving innovative solutions designed to improve the overall customer experience. Kristin has an MBA from the University of North Texas and a bachelor’s degree in marketing from Kansas State University. She is Master Six Sigma Black Belt and also Marketing Leadership Program certified.
Most comfortable flight you’ve ever had?
I recently enjoyed a family vacation with my husband and four children, and we were able to access in-flight Wi-Fi seamlessly. It is truly a luxury when I can have a calm and peaceful flight during family trips where my children are not rambunctious or bickering. Traveling with four children, if they can’t entertain themselves, it is chaos. I also appreciated the quiet time to tackle e-mails and ensure progress on critical projects.
Something that never ceases to amaze you in your industry?
I think most people who work in aviation would agree that it is amazing to know that we make aircraft that fly in the sky. Whether you are an engineer, salesperson, HR, or marketing professional, we all support an industry that moves aviation into the next generation. Honeywell Aerospace celebrated 100 years of innovation this year – a century ago Lawrence Sperry completed a “wing walk” with no one at the controls of his airplane, demonstrating the first aircraft stabilizer, which became known as the autopilot.
Can you believe the progress we’ve made in 100 years? The evolution of technology never ceases to amaze me.
Did you choose the airline industry or did it choose you?
My husband is from the Wichita, Kansas, area, so in 2001 we decided to return to Kansas so that our children could grow up near our extended family. Wichita is an aviation hub, once considered the aviation capital of the world, so it was only natural that one would become fascinated by the industry – I’m lucky to say it chose me. My first job in aerospace was with Cessna Aircraft and to this day, pilots will express their affection for the brand to me, exclaiming, “I learned to fly in a Cessna 172!” I joined Honeywell in 2010 and I continue to feel blessed to have been chosen by aviation and to work with a group of talented and passionate “avgeeks.”
What do you think is the most overlooked aspect of the passenger experience?
Given my passion for customer experience programs, I have to say that the interaction with airline personnel is probably the most overlooked aspect of the passenger experience. I’ve traveled through many flight delays and it’s always interesting to see the reaction of my fellow passengers. If they are provided information on a regular cadence and know when to expect the next update from the gate, they are generally less restless than those passengers who are left wondering, “When will I know what’s happening? Is it okay to run to the restroom or will I miss an update?” We should never underestimate the value of knowing whether or not it’s safe to leave the gate area for a few minutes; it personally reduces my stress level by 300 percent! I believe no matter what industry you are in, effective and consistent communication with your customer is always very important – and the same applies to airline passengers.
Describe the view from your favorite window.
I grew up in the mid-western region of the US and I love seeing its landscape from 30,000 feet. The view of the vast farmlands, with the circle and square shapes, reminds me of my childhood summers spent on my grandparents’ farm. Did you know that the shapes of the fields are a result of irrigation for maximizing the yield of the field? Irrigation sprinklers move on a center pivot, which forms a circle, and irrigation from rainwater in rows forms squares. Only the wonders of flying over an entire field allow you to see the beauty of the Midwest.
The thing that you eat that is bad for you but you will never stop eating?
Just give me a loaf of bread and a bar of chocolate. Mixed together in a chocolate bread pudding would be heavenly.
Talent you wish you possessed?
I wish I had the ability to instantly inject knowledge. If one could instantly learn and retain information from the fields of medicine, law, art, etc. – that would be an amazing talent. If you haven’t seen the movie The Matrix, I highly recommend it. And if you’re really feeling adventurous, watch the entire series!
The achievement you’re most proud of?
After working for more than 21 years and conquering multiple projects and education degrees, my proudest achievement is my family. I’m happy to have made the choices that allow me to have a balanced life with a wonderful family and a challenging career. Managing my time for meetings and presentations along with soccer practice, Girl Scouts, debate team, gymnastics, piano lessons and more is not easy, but I’m proud and happy to do it every day.