07 Kenen asiakas olet? Kuka luo kokemukset lentoasemaympäristössä - Johanna Laakso - Finavia
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For Finavia, traveling is about creating memorable moments for passengers. As the manager of 21 Finnish airports, Finavia aims to provide excellent customer experiences. By 2020, passenger numbers are expected to reach 20 million annually, requiring airport expansions. Finavia is focused on developing world-class services and keeping their customer promise of smooth travel through actions led by customer experience pillars.
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07 Kenen asiakas olet? Kuka luo kokemukset lentoasemaympäristössä - Johanna Laakso - Finavia
- 1. For us travelling is not just movements but moments worth remembering. CX Day 10 Oct 2017 Johanna Laakso Manager, CX Development Finavia Corporation
- 2. Finavia Ltd in a nutshell 21 airports 20.8 million 1st 900 million Enontekiö Ivalo KuusamoKemi-Tornio Kajaani Kokkola- Pietarsaari Joensuu Jyväskylä Savonlinna Halli Pori Maarianhamina Kittilä Rovaniemi Oulu Kuopio Helsinki Turku Tampere Vaasa Utti 1170employees
- 5. Ease of making connections Departure Transfer / Arrival Security check Border control Customs Speed of baggage delivery Personnel WashroomsAmbience Cleanliness Way finding Shopping Lounges WIFI ATM before Ground transportation Parking Check in (incl.. Baggage drop) Security check Border control waiting and gate areas Waiting and gate areas Ground transportation Cafés & Restaurants Stand / Gate arrival AAT Optimisingyourowntime Optimising your own time after passenger’s journey & players along it
- 6. passenger’s journey & players along it Finavia Other operators Everybody Ease of making connections Departure Transfer / Arrival Security check Border control Customs Speed of baggage delivery Personnel WashroomsAmbience Cleanliness Way finding Shopping Lounges WIFI ATM before Ground transportation Parking Check in (incl.. Baggage drop) Security check Border control waiting and gate areas Waiting and gate areas Ground transportation Cafés & Restaurants Stand / Gate arrival AATA Optimisingyourowntime Optimising your own time after
- 7. 50 000 unique experiences every day 7 TURNAROUND PROCESS Air and Ground traffic management, Ground Handling Maintenance CUSTOMER JOURNEY People and traffic flow management, Maintenance, services and experiences in each touch point More than 1000 companies Your experience
- 10. Departing and transfer passengers in 2016 Source: Helsinki Airport Flight Passenger Study, FY 2016 34% 26% 21% 19% The enjoyment seeker The fast & efficient The habitual traveller The safety seeker Segment Total sample (FY 2016) N=6305 29% Arrived by plane 20% First time visitors HE L Finland 53% Other country 47% Country of residence 4.2 % 3.9 % 3.2 % 3.0 % 2.8 % 2.4 % 2.2 % 2.1 % 2.1 % 1.5 % 1.5 % 1.5 % 1.5 % 1.2 % 1.2 % 1.1 % 11.8 % 0% 2% 4% 6% 8% 10% 12% 14% 16% Germany Sweden United Kingdom China United States Russia France Estonia Japan Netherlands Norway Spain Denmark Belgium Italy South Korea Other countries 2017 H1
- 12. 13 joulukuu 201712 6% 26% 10% 6% 52% 0% 10% 20% 30% 40% 50% 60% Whose customer are you when transfering flights? Airline’s Airport’s Cafe’s No-one’s Service Provider’s Airport operator Airlines Ground handlersAuthorities Commercial operators irlAiriraala sss
- 13. 13 joulukuu 201713 Koen olevani sen tahon asiakas, joka pystyy (ja haluaa) vaikuttamaan tilanteeseeni kun sitä tarvitsen. Jos saat kuivan croisantin Pariisissa ja sen takia päätät, ettet koskaan enää matkusta Pariisiin, niin silloin mahdollinen asiakkaan menetys koskee kaikkia palveluketjuun kuuluvia. I am the customer of an ecosystem. I still wish someone within the ecosystem would care and feel responsible of the whole end-to-end customer experience. Someone who would guide and watch over the ecosystem participants. A bit like Apple does for the iOS ecosystem.
- 14. Source: Survey taken by 3,000 respondents, implemented by: Cint AB, Finavia and Statistics Finland One in every three passengers choose their flight routes on the basis of the transfer airport.
- 15. 20 Million Passengers in 2020 10m year 2000 11m year 2005 13,5m year 2008 17,2m year 2016 20m year 2020 25m year 2025 30m year 2035
- 16. “40 years of construction” 2020 West Pier 2021 Expansion of T2 2014 More capacity for check-in & security check 2019 Plaza 2017 South Pier 2016 New bus gates 36 A-M 2020 More capacity for T1 2016 More capacity for transfer baggage handling 2018 More capacity for border control
- 17. The size of the expansion Passengers in the futureParliament Houses could fit in the terminal (250 000m2). The terminal will be expanded by over 100,00 sqm Football fields of renovated apron area (450 000m2)
- 19. FST2020
- 20. WORLD CLASS SERVICES VISION CUSTOMERS DISTINGUISH & ENSURE THE GROWTH BY WORLD CLASS CUSTOMER EXPERIENCE World class customer experience will distinguish us from our copetitors. Our customer promise for smooth travelling underlines the vision. The promise will be kept by actions lead by customer experience pillars. CUSTOMER PROMISE B2B B2C KEEP THE PROMISE CX PILLARS
- 22. Sources for CX development CX pillars lead the planning NPS tells this hour’s feeling ASQ reveals how did we do Mystery shopping measures service actions Targeted surveys give specific insight Customer feedback spots drawbacks and wonders SoMe rapid +/- Tests by bloggers, employees, invitees
- 23. South pier test day