Finnair's service designed continuously more by the customer

Tuesday 14, September 2010


Finnair's service designed continuously more by the customer


Finnair studies customers' experiences and develops its service to further improve its quality. The objective is to identify development needs and to make service better and more individual - in a way desired by the customer.


"Our customers' needs and wishes are increasingly individual and we are aiming in accordance with our vision to tailor our service better to meet their expectations," says Finnair's President & CEO Mika Vehviläinen. 


Understanding customer service and identifying development needs are among autumn's most important goals. To achieve these, a Finnair-wide project has been launched to study customers' experiences from purchasing decision to destination. Finnair wishes to involve the customer more in product development, and IBM is acting as Finnair's partner in surveying customers' experiences. 


"We want to bring together existing development ideas and strengthen our understanding of customers' experiences overall. Through this, we aim to develop individual service and build a boldly distinctive service experience," says Vehviläinen. 


During the autumn, Quality Hunters recruited by Finnair will highlight the customer perspective. In October and November, Quality Hunters will tour Finnair destinations, observe the quality on the ground and in the air, and report on customers' experiences. The selected individuals will blog what they encounter and share tips and photos at the web address


Finnair is pursuing a better dialogue with its customers. On Facebook it welcomes customers' ideas to improve the quality of travelling, and contributors are entered in a prize draw with a chance to win flight tickets. 



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