london's heathrow airport is taking an innovative approach to managing and enhancing the poor reputation of its terminal 5 operations through daily image campaigns. these images were actually taken the previous day, and are of real life people in their real life situation at t5.
with the onset of web 2.0, where the web is basically a community tool, blogs and social networking sites have opened up avenues for consumers to post comments - negative and positive - on their experiences. thoughts and ideas can't be controlled and people are smarter consumers now than they ever have been. maintaining brand control as they've done in the past is something that a lot of companies are struggling with.
i'm impressed that heathrow has taken such a creative and innovative approach to showing its customers that they are concerned and are taking real steps to improve their product. most of the time, this is done through online responses - for example, tripadvisor allows management responses to negative review - but there is nothing more tangible than an image, let alone real-time images. i'm eager to see the results of this campaign.
the site, Terminal 5 is Working, just launched this week.
thanks to PDN Pulse for the heads up and for the image.
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