Quality Hunters   Season 2   By Helsinki Airport     With Finnair and Miltton
tionOu r Loca
Could we improve the customer experience and service quality         not only FOR        but also WITH        our customers?
Background – QH Season 2In a continuous drive to offer better and more convenientconnections between Asia and Europe, the ...
Background – Total of 8 HuntersThe most coveted job of the year was given to 8 innovative,inspiring and creative Hunters w...
See QH2 video on YouTube      Click here to go to YouTube!         (Requires Internet connection)
Goals•  Biggest crowdsourcing effort in the service   industry ever•  Promoting Via Helsinki as the fastest way to   trave...
Enhancing the whole customer journey           Arrival to the terminalBefore                                 Entrance     ...
Everybody can join the discussion!Recruitment   Sharing                                www.qualityhunters2.com Platform   ...
Shortlisted ideas         We got total of 260 ideas...                                        Fresh deli mobile           ...
Examples of implementation                            Idea: A public place of the arts                            and perf...
Examples of implementation                Idea: On-board private hiding place                àReady in May 2012 Idea: Mag...
Example of Crowdsourcing        •  The Helsinki Airport Book Swap Station           is designed by the QH2 Community on   ...
Thank you!www.facebook.com/helsinkiairport www.twitter.com/helsinkiairport www.twitter.com/qualityhunters www.youtube.com/...
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Helsinki Airport and Quality Hunters 2 - Case Study on Social Crowdsourcing as Submitted for the 2012 SimpliFlying Awards

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Helsinki Airport and Quality Hunters 2 - Case Study on Social Crowdsourcing as Submitted for the 2012 SimpliFlying Awards for Best Airport in Social Media. Presentation prepared by Helsinki Airport.
If you work in an airline or airport organisation and wish to download the slides, please email contact@simpliflying.com

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Helsinki Airport and Quality Hunters 2 - Case Study on Social Crowdsourcing as Submitted for the 2012 SimpliFlying Awards

  1. 1. Quality Hunters Season 2 By Helsinki Airport With Finnair and Miltton
  2. 2. tionOu r Loca
  3. 3. Could we improve the customer experience and service quality not only FOR but also WITH our customers?
  4. 4. Background – QH Season 2In a continuous drive to offer better and more convenientconnections between Asia and Europe, the Quality HuntersSeason 2 was ready to start.Recognizing that it is not just about a super-efficientairport and the shortest possible route, we weresearching for ideas large and small to make travellingconvenient, pleasant, and hassle-free.
  5. 5. Background – Total of 8 HuntersThe most coveted job of the year was given to 8 innovative,inspiring and creative Hunters who took on the task oftraveling and developing the via Helsinki route betweenAsia and Europe into the most innovative and convenientway to travel.Each hunter was given a specific theme to monitor anddevelop, and asked to find ingenious ideas for improving theoverall travel experience.
  6. 6. See QH2 video on YouTube Click here to go to YouTube! (Requires Internet connection)
  7. 7. Goals•  Biggest crowdsourcing effort in the service industry ever•  Promoting Via Helsinki as the fastest way to travel between Asia and Europe•  Driving recognition of the brands of Helsinki Airport and Finnair•  Development of a community•  International coverage
  8. 8. Enhancing the whole customer journey Arrival to the terminalBefore Entrance Check inSecurity check Airside BoardingArrival Baggage claim Leaving the airport
  9. 9. Everybody can join the discussion!Recruitment Sharing www.qualityhunters2.com Platform Central Channel
  10. 10. Shortlisted ideas We got total of 260 ideas... Fresh deli mobile Boarding bracelet Finnish Asian fusion kitchenMeat free Mondayunit Airport Explorer An ongoing online service development platformService app audiobooks or e-magazines Organising randombusiness meetings Magazine and book swapTheme flights Acknowledge birthdays and anniversaries Destination informationNew meal options for the airport and flights Activity / action centreA public place of the arts and performances strategictheming of gatesAirport Hostel On-board private hiding place Micro communicationat all touchpoints Develop announcements at the airport andonboard Helsinki Airport themed products Communication cards on plane Bring Finnishnature to the airport Airport casino
  11. 11. Examples of implementation Idea: A public place of the arts and performances àDesign Gallery ready in January 2012 àThree more galleries also ready in 2012Idea: Bring Finnish nature to theairportà Design security lines ready in April2012
  12. 12. Examples of implementation Idea: On-board private hiding place àReady in May 2012 Idea: Magazine and book swap àReady in June 2012
  13. 13. Example of Crowdsourcing •  The Helsinki Airport Book Swap Station is designed by the QH2 Community on Twitter and Pinterest
  14. 14. Thank you!www.facebook.com/helsinkiairport www.twitter.com/helsinkiairport www.twitter.com/qualityhunters www.youtube.com/flyviahelsinki www.helsinkiairport.fi www.finavia.fi

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