Dallas/Fort Worth International Airport Customer Service Takes Off via Mobile Apps. June 6, 2012

Transcription

1 Dallas/Fort Worth International Airport Customer Service Takes Off via Mobile Apps June 6, 2012

2 Customer Service Takes Off via Mobile Apps Foursquare/Facebook Check-in Campaign Holiday Campaign with MS Tag Digital Technologies 2

3 Foursquare/Facebook Check-in Campaign

4 Foursquare/Facebook Check-in Campaign Looking at DFW Airport passengers, 84% used a Smartphone with web capabilities. Windows Mobile 4% Regular cell phone 13% No cell phone 3% iphone 31% Blackberry 23% Android 26% * June 11 study. Sample size of 603 (+/- 4%). 4

5 Foursquare/Facebook Check-in Campaign At that time, 36% of Smartphone users at DFW checked-in to places they visit. The two most popular apps that were used were Foursquare and Facebook Places. * June 11 study. Sample size of 603 (+/- 4%). 5

6 Foursquare/Facebook Check-in Campaign Location-based offers on mobile applications provided specials for nearby concessionaires, therefore engaging the passenger and encouraging additional purchases. 6

7 Foursquare/Facebook Check-in Campaign Concessionaires had the opportunity to capitalize on the growing trend of location based apps by presenting passengers with offers and driving traffic to their location. 7

8 Foursquare/Facebook Check-in Campaign During the Check-in campaign, participating concessionaires were outfitted with signage, ceiling danglers and employee buttons and shirts. 8

9 Foursquare/Facebook Check-in Campaign Brand ambassadors wearing the campaign shirt moved through the terminals providing live demonstrations of the check-in process for passengers and handing out a giveaway item. 9

10 Check-in To Hundreds of Deals at DFW Airport Over the course of the campaign, the concessionaires listed below received the highest number of check-in s. Most popular offers to-date: Receive $1.00 off any pastry when you purchase a beverage. Free chips and salsa on every check-in. Two entrees for $20, also includes 1 chips & salsa to share. Beverages not included. Free chips and salsa with food purchase and check-in. 10

11 Foursquare/Facebook Check-in Campaign Overall, the campaign received over 8,000 total check-in s on both platforms Total Check-In s By Terminal Terminal A Terminal B Terminal C Terminal D Terminal E Foursquare Facebook Places 11

12 Holiday Campaign with MS Tag

13 Holiday Campaign Overview We noticed the growing usage of 2D barcodes in print and other ads to provide customers with valuable information. 13

14 Holiday Campaign Overview Utilizing MS Tag technology, the DFW Airport holiday campaign again placed relevant, timely offers in the hands of passengers. 14

15 Holiday Campaign Overview Passengers scanned the MS Tags found on the ads with their Smartphone and receive offers from DFW Airport concessionaires. 15

16 Holiday Campaign Overview Holiday creative was also placed inside the terminal parking garages for passengers walking into the terminals. Once scanned, these tags provided offers for that specific terminal. 16

17 Holiday Campaign Overview Skylink, the Airports high-speed train, featured deals and MS Tags for those passengers connecting between terminals. 17

18 Holiday Campaign Overview In each of the terminals, large 4ft. by 5ft. gift boxes were set-up in strategic locations. The boxes generated awareness and featured a scan-able MS Tag for passengers to use and obtain deals. 18

19 Holiday Campaign Overview Brand Ambassadors circulated throughout the terminals during key traffic times to generate awareness and drive traffic to DFW concessionaires during the holidays. 19

20 Digital Technologies

21 Digital Technologies - Redesigned Mobile Web site DFW redesigned and enhanced the DFW Airport mobile website. The previous design featured a concise, text-driven layout The newly redesigned site enables: Greater visibility for select features Enhanced visuals Design that is consistent with digital signage 21

22 Digital Technologies - Redesigned Mobile Web site The new site features colorful navigation as well as product images designed to highlight concessions options for the passenger. 22

23 Digital Technologies - Redesigned Mobile Web site Additionally, the new site focuses on the increased importance of parking information by providing up-to-the minute availability to the traveler. 23

24 Digital Technologies - Digital Signage DFW launched a digital sign pilot program in Terminal D with much success. There are now 11 touch-screen digital signage displays located inside Terminal D. 24

25 Digital Technologies - Digital Signage Since the launch, the digital signs have received more than 1 million interactions. 25

26 Dallas/Fort Worth International Airport Customer Service Takes Off via Mobile Apps June 6, 2012