FinnairCustomer Driven Innovation taking flight
Finnair | Rise above the price driven competition
Finnair partnered with us to foster a customer-centric culture, leveraging insights to innovate and enhance their service offerings, setting them apart in a competitive airline industry.
- CX consulting
- Research & insight
- Transformation consulting
- Online brand perception
Airlines face fierce price competition and typically the competitive advantage in the industry is built on operational efficiency, route selection or financing models. To rise above the price driven competition the leading players, Finnair among them, are investing in customer driven innovation.
We’ve had the privilege of working as Finnair’s partner in multiple projects during this journey. Our work has touched various areas of Finnair’s business and in different projects we have injected customer insight driven approach and innovation to various business areas, from passenger services to destination concepts, ground services and cargo services.
How we've helped Finnair
Business needs
- Build an online community of global customers and facilitate dialogue
- Involve customers at an early stage in customer experience and innovation initiatives
- Facilitate customer-centricity programs across all product teams
- Quickly conceptualise, experiment and develop new digital service initiatives
Turning customer insights into service innovations
In order to drive customer-centric culture across the end-to-end organisation Finnair needed a systematic way to stay on the pulse of what customers do like, think, feel and wish. Finnair was also looking for a partner who could turn customer-insights into tangible service innovations and product experiments.
Building customer-centric innovation culture
Digitalist Leanlab team created a global customer community for Finnair’s service and product development teams to gain customer insight, co-create with customers and build customer-centric innovation culture.
Solution
We created a global customer community for Finnair’s service and product development teams to gain insights, co-create with customers, and build a customer-centric innovation culture. During various service development and experimentation projects, the LeanLab customer community was used as a sounding board to involve customers early and validate new services based on measurable customer value.
Key steps
Global Customer Community: Established a platform for Finnair to interact with customers worldwide, gathering valuable insights.
Early Stage Involvement: Engaged customers early in the innovation process to ensure new services met their needs and preferences.
Customer-Centric Programs: Implemented programs across product teams to promote a customer-first mindset.
Rapid Prototyping: Enabled quick conceptualization, experimentation, and development of new digital service initiatives.
Key achievements
Industry Recognition: Awarded “Best Airline in Northern Europe” by Skytrax for the tenth consecutive time.
Enhanced Customer Experience: Innovations driven by customer insights have significantly improved the passenger experience.
Competitive Edge: Finnair has set itself apart in a fiercely competitive market through a strong focus on customer-driven innovation.
A word from the team
Building a customer-centric innovation culture has been transformative for Finnair. By involving customers early in the process and validating new services based on their feedback, we’ve helped Finnair not only meet but exceed customer expectations. This ongoing collaboration is a testament to the power of customer-driven innovation.
Related services
Digital Transformation
Customer Experience Consulting
