discovering hospitality insights and experiences jan huizing euhofa annual conference nov 3, 2014,...
TRANSCRIPT
Discovering Hospitality Insights and Experiences
Jan Huizing
Euhofa Annual Conference Nov 3, 2014, The Hague
• Strategic Management• City Hospitality design & change
Let’s talk
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Hospitality
Insights City Hospitality
Visitor Journey perspective
OK or Wow
Managing (city) hospitality
Best practice
Which product, service, experience made you really
smile / happy?
Welcome at the heart of hospitality
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Hospitality=
the art of making people feel
genuinely welcomeHostmanship, Gunnarsson & Blohm.
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Hospitality = perception
• Senses• Emotions• Memory• Engagement• Sharing
• Individual, time, context, social influence, …
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In the meantime….. not to be missed
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In the meantime….. not to be missed
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In the meantime….. not to be missed
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In the meantime….. not to be missed
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Cityhospitality e perience Model
Guest Value perception
Doelstel- lingen
Verwachting- en
ResidentsCompaniesVisitors needs, wants, goals expectations
Gastgericht gedrag
Hardware
Atmosfeer
Hospitable City hosts
Performance by inter-dependent various Hosts- hardware- atmosphere- behaviour
Economic value creation
Ervaren gastvrijheids-
beleving
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City-HospitalityExperience
City-HospitalityExperience
City-HospitalityExperience
29Based on Kano
30Heskett, Harvard Business School (1999)
Satisfied? Not good enough!
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Satisfied? Not good enough!
• Memorable, positive experience -> affection
• Engaged visitors -> promotors, ambassadors
• Loyal visitors, returning, longer stay, more spending
• Positive, empowering culture; great conditions for creating wow hospitality
Journey touchpoints … IKEA
Sampson Lee & Tote-M
Car park
kids
Routing
Assortment
What I was looking for…
Queuing
Constructing
Appearance at home
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Guest perception is key
Motives, expectations
Managing welcome
Moments of truthHardwareAtmosphereBehaviour
Hospitable good bye
Stay connected, keep memory alive
Orientation Trip, Arrival, welcome Stay Good bye Memory
Customer insights…
• Who are my most important visitors?
• What do they do, feel, think, (dis)like, value? Step in the mind and shoes of …
• What makes a WOW difference to my guest? What should be avoided anyhow?• now• in this encounter• in this context
Management perspective: moving towards hospitable city
Hospitable city
Awareness
Insights
Vision, core values
Priorities, direction
Programmes
Dashboard
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Best practice: collaborative city hospitality
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Best practice
Your journey today
Wowww!
Oow!
Please bring your postcards tonight!
