4. Commercial utilisation of social media
TARGET MECHANIC MOOD
Buy targeted
Sales at finnair.com impressions
and optimise
SHORT TERM
Recruit fans,
Sales at finnair.com
engage & offer
MEDIUM TERM
BRAND EQUITY Bond
4
6. OPEN INNOVATIONS –
CROWDSOURCING
Our aim with Quality Hunters has been to create an OPEN INNOVATION PROGRAM to improve the Finnair
offering – as well as the airport experience with Helsinki Airport - and create a genuine dialog with our key target
audience, business travelers.
10. www.qualityhunters2.com
• Total amount of posts: 576
– about 15,9 per day
• Post by the Quality Hunters: 552
– About 13,7 per day
• Posts by the Guest Writers: 24
• Total amount of comments: 5,508
– About 131 per day
11. Shortlisted Ideas
• Meat free Monday business meetings airport and onboard
• Magazine and book • Theme flights • Finnair / Helsinki Airport
swap • Acknowledge birthdays themed products
• Boarding bracelet and anniversaries • Communication cards
• A public place of the • Destination information on plane
arts and performances • New meal options for • Bring Finnish nature
• Finnish Asian fusion the airport and flights to the airport
kitchen • Activity / action centre • Airport casino
• Fresh deli mobile unit • Strategic theming of • Personal shopping
• An ongoing online gates assistant
service development • Airport Hostel • An intermediary class
platform • On-board private hiding for Finnair
• Airport Explorer place
Service app • Micro communication
• Audiobooks or e- at all touchpoints
magazines • Develop
• Organising random announcements at the
12. Top-voted ideas
• Meat-free Monday
• Magazine and book swap
• Boarding bracelet
• A public place for arts and performances
• Finnish Asian fusion kitchen
14. Media Hits
September 153
October 124
November 126
December 17
TOTAL 420
(in 22 chosen countries / regions)
15. Visitors
12 September – 18 December
• Uptime: 98 days
• About 1,949 unique visitors per day
16. Statistics
* Around thins point the
Quality Hunters stopped
writing blog posts.
(Beginning of December)
*
• Total mentions: 9,140 • Following: 996
• Tweets from @QualityHunters: 2,855 • Followers: 895
• Tweets from the community: 6,285 • Listed: 33
• Total Reach: 9,607,343
16
20. Mitä QH on nyt?
• “Reach” yli 35 miljoonaa
• 24,212 Twitter “mentions”/mainintaa @
• Elävä yhteisö
• Joukko ilmaisuvoimaisia, uskollisia brändin suurlähettiläitä
"It was nice to be recognized by the airline but being part of
this company’s social network meant more to me than they
would ever know.[...] And I have to admit… every time I walk
past a Finnair check-in desk… I smile. I am even thinking
about a trip to Finland. After all, I really have to see that book-
swap lounge, right?“ @mrsaroundworld
Presentation / Firstname Lastname 1. lokakuuta 2012 20
21. Mitä yhteisö vaatii meiltä
• @qualityhunters-Twitter-tili
• Sisällöntuotantoa ja yhteisön manageerausta
• Uusia viestintätaitoja ja avoimuutta
QualityHunters IAinutlaatuinen kansainvälinen markkinointiviestinnällinen hanke, jossa yhdistyivät palvelun kehitys, viestintä ja asiakasdialogi.Syksyllä 2010 palkattiin neljä QualityHunteria unelmatyöhön, jossa heidän tehtävänään oli matkustaa Finnairin reittiverkostoa 60 päivän ajan ja raportoida laatuun liittyvät havaintonsa.Hankkeen luonteeseen liittyi vahva asiakas- ja sidosryhmädialogin ulottuvuus, jossa markkinointikampanjaa tehtiin yhdessä asiakkaiden kanssa.Kampanjassa hyödynnettiin mm. vierasblogeja, kilpailuja, vinkkejä, kommentteja ja videoita tarpeellisen ja viihteellisen sisällön luomiseksi.Tulosten suuruusluokka oli ennennäkemätön:Lähes 5 500 hakijaa unelmatyöhön600 000 kävijää kampanjasivustolla 2 kk:n aikanaNoin 650 lehtijuttua kansainvälisillä fokusmarkkinoillaLukematon määrä laatu- ja palveluideoita kehitystyöhönBiggest crowdsourcing effort in the service industry everPromote Via Helsinki as the fastest way to travel between Asia and EuropeDrive recognition of the brands of Finnair and Helsinki AirportDevelopment of a communityInternational coverage
Yuval,socialisingFrancoise, businessMette, servicesSanjoo, foodMirva, on the moveThomas, entertainment
Reach in July 35 millionMentions since start: 24,212 (more relevant measurement because indicates interaction)The campaign was carried out successfully and according to plans. The publicity targets were reached or exceeded.The circulation of the coverage created extends to hundreds of millions or even billions.The campaign created significant coverageQuality ideas and initiatives exceeding targets on phase II through social mediaCrowdsourcing requires presence & facilitatorAct on it!Possibility to continue with creating community