- Copenhagen Airport serves over 25 million passengers annually and has a significant economic impact on the region, supporting over 23,000 jobs. - Passenger satisfaction with the basic travel experience is very high, however the airport aims to go from good to great. - A new service concept was developed focusing on providing a seamless flow, being an attentive host, and creating magic moments for passengers. - Digital tools are being used to support this concept, such as a tax free Facebook video that reached over 1.5 million people and drove significant traffic to their website.

1. 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

2. → → 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

3. 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?

4. A service concept is developed

5. Seamless Flow
Attentive Host
Magic Moments
From good to great

6. 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.

7. 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.

8. 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.

10. Seamless Flow
Attentive Host
Magic Moments
From good to great: How are we supporting our
service concept digitally?

11. Seamless flow
gliding smoothly through
Cleverly designed, considered,
coordinated marketing utilities
that enable a more harmonious,
intuitive and seamless travel
experience.

12. Seamless flow
gliding smoothly through

13. 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.

14. 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. 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%

16. By time the utilities, creating magic moments
changes in our passengers perception and
becomes part of the expected basics….
2010 2014

17. Questions….
Good Luck on your journey