Quality Hunters - community-powered service innovation since 2010
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Quality Hunters is a social media initiative, run by Finnair and Helsinki Airport, that aims at developing new and existing services for air travel. In my presentation I will talk about how these two organisations are utilising social media in service development, engaging the online community and how social media has shaped how organisations communicate and engage with their customers.
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Quality Hunters - community-powered service innovation since 2010
- 4. 4
- 9. HEL, SIN, NYC, DEL, OSA, FRA, CPH, STO, ROM, SIN, MXP, DUS, HKG, BCN, OSL, SHA, CPH, TYO, CDG, ICN, IST, VIE, BUD, PEK, ZRH, MIL, MAD, LHR, OSA, MAN, BRU, NYC, MUC, HAM, JFK, PRG, NGO, WAW, AMS, BKK, TXL, SIN, DUS, PEK, MOW, RVN, NGO, ICN
- 10. Shortlisted Ideas • Meat free Monday • Magazine and book swap • Boarding bracelet • A public place of the arts and performances • Finnish Asian fusion kitchen • Fresh deli mobile unit • An ongoing online service development platform • Airport Explorer Service app • Audiobooks or e- magazines • Organising random business meetings • Theme flights • Acknowledge birthdays and anniversaries • Destination information • New meal options for the airport and flights • Activity / action centre • Strategic theming of gates • Airport Hostel • On-board private hiding place • Micro communication at all touchpoints • Develop announcements at the airport and onboard • Finnair / Helsinki Airport themed products • Communication cards on plane • Bring Finnish nature to the airport • Airport casino • Personal shopping assistant • An intermediary class for Finnair
- 11. Media Hits
- 12. Statistics 12 * * Around thins point the Quality Hunters stopped writing blog posts. (Beginning of December) • Total mentions: 9,140 • Tweets from @QualityHunters: 2,855 • Tweets from the community: 6,285 • Total Reach: 9,607,343 • Following: 996 • Followers: 895 • Listed: 33
- 15. "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?"
- 21. Workshops 2013 – Workshop 1: May 25-26 (held) – Workshop 2: 29-30 June – Workshop 3: 31 Aug-1 Sept – Workshop 4: 16-17 Nov – Workshop 5: 18-19 Jan 2014
- 22. Thank you! Follow us facebook.com/finnair twitter.com/finnair youtube.com/finnair blogs.finnair.com Follow me twitter.com/akuvaramaki
Editor's Notes
- Quality Hunters an international success19.10.2010 FinnairWe received more than 5,200 applications from 90 countries from those wishing to become Quality Hunters. This is a huge number, reflecting the enormous international popularity of the project. From the thousands who applied, we chose as Hunters Christina, Ella, Warren and Wolfgang, who are now blogging, sharing photos and telling about their experiences at the address http://rethinkquality.finnair.com/. Discussion and observations on Finnair’s product and service have been fascinating.At best, the Rethink Quality website has been visited by more than 10,000 readers per day, and the quartet’s blogs have already been read by hundreds of thousands of visitors from a total of 185 countries.The media have also shown interest in the Quality Hunters – our visibility in the world has increased sixfold in September-October since the campaign started. We have reached a total of more than 300 million readers.This week Christina will tour Eastern Europe and Warren the Nordic countries. Ella and Wolfgang, on the other hand, will visit Asia: Ella will acquaint herself with Finnish Lapland and Thailand, while Wolfgang is heading for China. Follow the quartet on the Rethink Quality website!Quality Hunters an international success19.10.2010 FinnairWe received more than 5,200 applications from 90 countries from those wishing to become Quality Hunters. This is a huge number, reflecting the enormous international popularity of the project. From the thousands who applied, we chose as Hunters Christina, Ella, Warren and Wolfgang, who are now blogging, sharing photos and telling about their experiences at the address http://rethinkquality.finnair.com/. Discussion and observations on Finnair’s product and service have been fascinating.At best, the Rethink Quality website has been visited by more than 10,000 readers per day, and the quartet’s blogs have already been read by hundreds of thousands of visitors from a total of 185 countries.The media have also shown interest in the Quality Hunters – our visibility in the world has increased sixfold in September-October since the campaign started. We have reached a total of more than 300 million readers.This week Christina will tour Eastern Europe and Warren the Nordic countries. Ella and Wolfgang, on the other hand, will visit Asia: Ella will acquaint herself with Finnish Lapland and Thailand, while Wolfgang is heading for China. Follow the quartet on the Rethink Quality website!
- Number of flights taken: 122Number of airports visited: 49
- Total ideas received: about 320Duplicates were deleted and some ideas added as comments.Total published Ideas: 260Quality Hunters presented ideas to Finnair & Finavia top management 2.12.2011
- 420 hits in 22 countries
- Total of 20 participants, including 11 quality hunters from 8 countriesWorkshop location and hotel worked well, will re-visit transportation17 service development ideas were written up for consideration for Finnair and Finavia
- Twitter:Reach so far: 17,723,538Twitter reach QH2: about 11 million Facebook 202 fans last time 68 talking about this, 1,433 weekly total reach. Website activity last time: Website activity still slow to pick up: 2,172 total visits, 1,298 unique visitors, average visit duration 02:36. 55% new visits.