How does an airport immersed in change empower a new level of service?
Auckland Airport is a meeting place for people, a connection place for friends and family, a gateway to New Zealand and the world and the world’s first and last impression of New Zealand. With a rapidly changing air travel landscape and multiple projects underway, Auckland Airport required a partner to help transform the organisations thinking and behaviour around the customer throughout these changes. We understood that a successful transition hinged on both a deep understanding of customer needs as well as the organisational structures and systems needed to enable any new customer centric outcomes.
To ensure we supported the organisation in the right place and in the most relevant way, we conducted CentricTM our customer-centric maturity framework the state of customer understanding and activation across insights, strategy, culture, operating model, governance, capability, brand and metrics.
This provided the executive with clarity as to where the focus should be in this customer-centric fdriven transformation from organisational structure, collaboration processes and tools through to the strategic vision for the aviation precinct
We deep dived into existing documents to understand the current state, as well as researching globally for best practice. We immersed ourselves from a traveller point of view, clarifying the needs of domestic and international travellers throughout their journeys, employees, partners, visitors, shoppers and service providers and crafting an end to end strategic narrative and vision
Pocket sized handbook articulating the service promise in the users language, giving real life examples and actionable tips on how to apply them. The service promise is now fully articulated in a language and form that volunteers and employees at Auckland International Airport not only understand, but are proud of and take ownership of, improving the experience of the millions of guests through Auckland International Airport each year
Pocket sized handbook articulating the service promise in the users language, giving real life examples and actionable tips on how to apply them. The service promise is now fully articulated in a language and form that volunteers and employees at Auckland International Airport not only understand, but are proud of and take ownership of, improving the experience of the millions of guests through Auckland International Airport each year.
A service promise was articulated to give a consistent base that would span the changes that were inevitable through the Auckland Airport expansion program. We identified that speaking in a language that our users understand has never been more important.
We recognised a naming strategy as an opportunity for the Airport brand to really take presence in the mind of their guests and make its mark through supporting the navigation on their journey through the airport precinct. Additionally, ThoughtFull created a portfolio of initiatives to truly fulfil the service promise, acting as a valuable and tangible output for planning purposes.
A partnership that is in play, providing Auckland Airport with the strategic support, capability and skills to help it transition from corporate to vibrant aviation community.