digitale kundeoplevelser den 29. januar 2015 - karen bender, cph lufthavn
TRANSCRIPT
From good to great - Digitale kundeoplevelser
1
Copenhagen Airports A/S Karen Bender E-‐commerce & Marke;ng Director
Copenhagen Airports A/S Marion Lobedanz WiAhøC Head of Commercial Excellence
→ → 25,6 million passengers
→ Revenue DKK 3,6 billion
→ 23,000 jobs in 700 businesses
→ 2,100 jobs in Copenhagen
Airports
→ 1 million passengers = 1,500
jobs
→ CPH invests aprox DKK 1 billion
annually in the airport → Government ownership 39.2 % CAD 57.7 % (OTTP and MEIF)
Copenhagen Airports
The situation
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
Overall satisfaction
Very few are unsatisfied with the service they get in CPH
The situation: → very high passenger satisfaction on the ”brilliant basics” in the travel vaue chain → Growth more than average in EU → Clear connection between satisfaction and turnover How do we go from good to great?
A service concept is developed
Seamless Flow
Attentive Host
Magic Moments
From good to great
A feeling of ” gliding smoothly through” both physically and mentally. A cleverly designed, considered, coordinated and prepared airport that enable a more harmonious, intuitive and seamless travel experience.
A feeling of being welcomed, acknowledged and cared about. We are hosting passengers and accommodating their individual needs in a interested, professional and genuine way that makes them feel at home.
We want to leave lasting memories by delivering extraordinary airport experiences that passengers talk about and recommend to others. A world-class destination for enriching, enlightening and inspiring the mind and the body by catering to all senses, engaging passengers and embracing storytelling.
Seamless Flow
Attentive Host
Magic Moments
From good to great: How are we supporting our service concept digitally?
Seamless flow gliding smoothly through
Cleverly designed, considered, coordinated marketing utilities that enable a more harmonious, intuitive and seamless travel experience.
Seamless flow gliding smoothly through
Attentive host welcomed, acknowledged and cared about. Accommodating the passengers individual needs in a interested, professional and genuine way that makes them feel at home.
Magic moments delivering extraordinary experiences
A world-class destination for enriching, enlightening and inspiring the mind and the body by catering to all senses, engaging passengers and embracing storytelling.
15
Tax Free hero film on Facebook
• Reached more than 1,5 million people • Seen more than 250.000 times • More than 2.000 people participated in the
competition. • Direct traffic to taxfree.dk increased by 400%
By time the utilities, creating magic moments changes in our passengers perception and becomes part of the expected basics….
2010 2014
Questions…. Good Luck on your journey