digitale kundeoplevelser den 29. januar 2015 - karen bender, cph lufthavn
TRANSCRIPT
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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
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→ → 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
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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?
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A service concept is developed
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Seamless Flow
Attentive Host
Magic Moments
From good to great
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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.
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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.
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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.
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Seamless Flow
Attentive Host
Magic Moments
From good to great: How are we supporting our service concept digitally?
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Seamless flow gliding smoothly through
Cleverly designed, considered, coordinated marketing utilities that enable a more harmonious, intuitive and seamless travel experience.
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Seamless flow gliding smoothly through
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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.
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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.
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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%
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By time the utilities, creating magic moments changes in our passengers perception and becomes part of the expected basics….
2010 2014
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Questions…. Good Luck on your journey