Gatwick wins award for use of social media
20.01.11
Gatwick Airport has won an award for its 'Innovation in Online Customer Service' at the Econsultancy Innovation Awards 2010, recognising innovation and best practice within the digital industry. The judges praised Gatwick for providing ‘probably the most holistic use of social media seen in a customer-focused business.’
The recognition for innovation in online customer service comes only one year on of being under new ownership. Since that time, and working with social media agency Rabbit, Gatwick has been continually developing and introducing new ways to use online tools to better communicate with its passengers.
Activities have included inviting passengers to feedback on Twitter by placing physical prompts in and around the airport and using this social media as 24 hour response tool, so no matter what time of the day or night, if a passenger is at check in and has a comment to make, the airport is able to capture that comment and where appropriate action it there and then
The airport is also the first worldwide to use 'Stickybits' giant mobile barcodes to help communicate its £1 billion investment programme to passengers. While most of the work is out of sight, hidden behind hoardings, passengers who have downloaded the free stickybits mobile application can go on a coded ‘Gatwick Discovery Tour’ and take an audiovisual peek behind the scenes to see how the airport is changing.
Commenting on the award, Gatwick Airport’s Head of Airport Communications, Samantha Holgate, said,‘We are thrilled that our efforts have been recognised by other social media innovators. This is only the first stage of our programme to use social media to inform, listen and talk to our audiences and so there will be much more to come in 2011.’
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