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Story of Quality Hunters , dialogue and crowdsourcing

Story of Quality Hunters , dialogue and crowdsourcing. Johanna Metsälä Manager , Customer Experience Finavia Plc . . Leading Long-haul Airport in Northern Europe . 700 Operations per day. 130 Non-stop destinations. 15 Million Passengers a year. Growing fast

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Story of Quality Hunters , dialogue and crowdsourcing

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  1. Story of QualityHunters, dialogue and crowdsourcing Johanna Metsälä Manager, Customer Experience Finavia Plc.
  2. Leading Long-haul Airport inNorthern Europe 700 Operations per day 130 Non-stop destinations 15 Million Passengers a year Growingfast especially transfers
  3. 15 000 000 feelings expectations experiences opportunities
  4. For smooth Travelling
  5. Could we improve the customer experience and service quality not only FOR but also WITHour customers?
  6. Enhancethe whole customer journey to/from the airport to the flight Arrival to the terminal Before Entrance Check in SecurityCheck Airside Boarding Arrival Baggageclaim Leaving the airport
  7. Socialising, Business Class, Services, Food & Drink, On the Move, Entertainment, Shopping 7 weeks, 122 flights, 40 airports visited AMS, BCN, BKK, BRU, BUD, CDG, CPH, DEL, DUS, FRA, HAM, HEL, HKG, ICN, IST, JFK, LHR, MAD, MAN, MIL, MOW, MUC, MXP, NGO, NYC, OSA, OSL, PEK, PRG, ROM, RVN, SHA, SIN, STO, TXL, TYO, WAW, VIE, ZRH
  8. Everybodycan join the discussion! recruitment sharing www.qualityhunters2.com digitalHome platform central channel
  9. 9 607 343
  10. Shortlisted Ideas Meat free Monday Boarding bracelet Finnish Asian fusion kitchen Fresh deli mobile unit An ongoing online service development platform Airport Explorer Service app audiobooks or e-magazines Organising random business meetings Magazine and book swap Theme flights Acknowledge birthdays and anniversaries Destination information New meal options for the airport and flights Activity / action centre A public place of the arts and performances strategic theming of gates Airport Hostel On-board private hiding place Micro communication at all touchpointsDevelop announcements at the airport and onboard Helsinki Airport themed products Communication cards on plane Bring Finnish nature to the airport Airport casino
  11. What next ?
  12. Implementation
  13. “bring Finnish nature to the airport”
  14. “A public place of the arts and performances” ART PORT GALLERYDesign  Fashion  Art  Photograph
  15. “A public place of the arts and performances”
  16. “A public place of the arts and performances”
  17. “A public place of the arts and performances”
  18. “A public place of the arts and performances”
  19. “A public place of the arts and performances”
  20. “A public place of the arts and performances”
  21. “On-board private hiding place”
  22. “On-board private hiding place”
  23. “Magazine and book swap”
  24. “Magazine and book swap”
  25. Lessonslearned Do your home work True dialogue Crowdsourcing is not just a publicity stunt Honesty is the best policy; Do what you promise
  26. Thankyou www.helsinkiairport.fi Facebook.com/helsinkiairport Twitter.com/helsinkiairport www.qualityhunters2.com Twitter.com/qualityhunters Pinterest.com/qualityhunters
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