Customer Journey and Experience in The FIS Nordic World Ski Championships 2017
- Publisher: Haaga-Helia ammattikorkeakoulu
This report covers a research of a Customer Journey and Customer Experience in the FIS Nordic World Ski Championships 2017.
The key aim of this research is to do a research for the event and analyse their customer journey and customer experience. In that way aim is also to help event organizers with de-veloping events in the future. Specific service points and service touch points along the customer journey are analysed in this research. Commissioner of this research is the FIS Nordic World Ski Championships 2017. Commissioner will get useful information and feed-back from this research for the future event development. Aim of this research is also to find out how successful event was from the customer point of view.
Theoretical framework of this research consists of topics Service Design, Customer Jour-ney and Customer Experience. For studying the content, written and online material was used.
This research started during the winter 2016-2017. The main event, the FIS Nordic World Ski Championships 2017, took place in 22.2-5.3.2017. Data collection method for this re-search is participant observation, and the event was observed by the author during 28.2-1.3.2017.
Results from the research were mainly positive. Event organizers showed well customer-oriented event planning. Customer-oriented event planning, good service offering at the event, good way finding and signs, good flow between people, company, sports, wide se-lection of food, drinks and toilets, and different kind of stands and great sports experiences formed good customer experience.
Customer Journey that was planned by the event organizers beforehand was considered to be fluent and well planned. Customer Journey was realistic and suitable for the customer. From the customer point of view the FIS Nordic World Ski Championships -event was suc-cessful event.