Customer Journey map of London City Airport by https://padlet.com/johnnysilence9/ncw6s9r14b2s P3 Create a customer experience map for London City Airport. P4 Discuss how the customer touch-points throughout the customer experience create business opportunities for London City Airport to improve. en-us 2018-11-16 11:01:34 UTC 2018-11-30 11:31:23 UTC hello@padlet.com Activity (P3) johnnysilence9 https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/305192523 What is the customer experience for travelling via London City Airport?]]> 2018-11-16 11:07:50 UTC https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/305192523 Touchpoint (P4) johnnysilence9 https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/305192550 How do customers make contact or 'touch' the London City Airport?]]> 2018-11-16 11:07:56 UTC https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/305192550 Experience - % figure (P4) johnnysilence9 https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/305192600 How do customers feel about their experience at this phase of the journey.]]> 2018-11-16 11:08:07 UTC https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/305192600 Opportunity - (P4) johnnysilence9 https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/305192635 What areas could be improved for London City Airport to make the customer's journey better.

]]> 2018-11-16 11:08:13 UTC https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/305192635 johnnysilence9 https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/305194667 - social media for London City Airport
- referrals and recommendations from peers and via website from advocates
- research engine online
- employer recommendation as have corporate account
- TV adverts and posters around the London City Airport.
 ]]> 2018-11-16 11:15:51 UTC https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/305194667 johnnysilence9 https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/305198714 - recommended the airline to colleague and friends 
- using social media to showcase their experience

]]> 2018-11-16 11:30:50 UTC https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/305198714 johnnysilence9 https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/305200575 - food and drink served on the plane
- luggage taken on to the plane
- greeted and welcomed as borading plane.




  ]]> 2018-11-16 11:37:31 UTC https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/305200575 johnnysilence9 https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/305202893 - reading reviews on travel sites
- visiting airport before commuting 
- revievs on other services 
- revievs from friends/coleauges who have travveld via city airport.
 ]]> 2018-11-16 11:46:55 UTC https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/305202893 Experience - Happy 85% mhayward11 https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/305210014 2018-11-16 12:19:25 UTC https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/305210014 Experience mhayward11 https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/305210044 2018-11-16 12:19:30 UTC https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/305210044 mhayward11 https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/305210062 - purchase via mobile phone app
- at the airport 
- over the phone
- online internet  ]]> 2018-11-16 12:19:34 UTC https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/305210062 Experience 50% mhayward11 https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/305210074 2018-11-16 12:19:38 UTC https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/305210074 experience mhayward11 https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/305210090 2018-11-16 12:19:42 UTC https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/305210090 mhayward11 https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/305210167 - convenience
- time takers 
- building reference 
- shops and cafes]]> 2018-11-16 12:20:02 UTC https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/305210167 Experience - 35% as too long time to do. mhayward11 https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/305210189 2018-11-16 12:20:08 UTC https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/305210189 johnnysilence9 https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/305217946 - promoting via social media and travel websites 
- reviews of the london city airport being made public

]]> 2018-11-16 12:50:15 UTC https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/305217946 johnnysilence9 https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/305250766 2018-11-16 14:09:40 UTC https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/305250766 johnnysilence9 https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/305251266 2018-11-16 14:10:37 UTC https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/305251266 johnnysilence9 https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/305256528 - online bookings
- 3rd paty bookings
- telephone bookings

]]> 2018-11-16 14:20:44 UTC https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/305256528 johnnysilence9 https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/305272031 - airport
- telephone call
- using the website to make appointments ]]> 2018-11-16 14:47:47 UTC https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/305272031 Opportunites mhayward11 https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/307260596 Offer referrals incentives in gaining more points or discounts for referrals to customers that book.
Use social media more to get the message out about the number of flights and destinations London City Airport has.]]> 2018-11-23 13:04:41 UTC https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/307260596 Opportunities mhayward11 https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/307261067 - referral rewards would be good incentive for costumers to introduce their friends and popularity]]> 2018-11-23 13:07:31 UTC https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/307261067 Opportunities mhayward11 https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/307261122 - have an explenation and brake down of tax because its high

]]> 2018-11-23 13:07:36 UTC https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/307261122 Opportunties mhayward11 https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/307261140 - london city airport to have staff greeting costumers and helping with enquierys]]> 2018-11-23 13:07:43 UTC https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/307261140 Opportunities mhayward11 https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/307261258 London city airport to introduce loyalty reward scheme for regular customers and surprise upgrade bonuses.]]> 2018-11-23 13:08:30 UTC https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/307261258 johnnysilence9 https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/309710259 2018-11-30 11:07:22 UTC https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/309710259 johnnysilence9 https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/309711974 2018-11-30 11:14:51 UTC https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/309711974 Advert johnnysilence9 https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/309712981 2018-11-30 11:19:16 UTC https://padlet.com/johnnysilence9/ncw6s9r14b2s/wish/309712981