Digitale kundeoplevelser den 29. januar 2015 - Karen Bender, CPH Lufthavn

From good to great - Digitale  kundeoplevelser  

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 Copenhagen  Airports  A/S  Karen  Bender  E-­‐commerce  &  Marke;ng  Director  

     Copenhagen  Airports  A/S  Marion  Lobedanz  WiAhøC  Head  of  Commercial  Excellence  

→  → 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

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?

A service concept is developed

Seamless Flow

Attentive Host

Magic Moments

From good to great

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.

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.

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.

Seamless Flow

Attentive Host

Magic Moments

From good to great: How are we supporting our service concept digitally?

Seamless flow gliding smoothly through

Cleverly designed, considered, coordinated marketing utilities that enable a more harmonious, intuitive and seamless travel experience.

Seamless flow gliding smoothly through

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.

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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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%

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

2010 2014

Questions…. Good Luck on your journey