Experience Engineering Event 30 mei
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Transcript of Experience Engineering Event 30 mei
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Experience EngineeringEvent
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Performance SolutionsA Solutions Unlimited Company Amsterdam - London - San Francisco
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Xperience = HOT
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VISIEBELEVING IS DE BELANGRIJKSTE DRIJVER VAN LOYALITEIT. BELEVING IS ALTIJD PERSOONLIJK. TOCH KUNNEN WE BEÏNVLOEDEN WAT MENSEN BELEVEN, DMV ‘REVERSE ENGINEERING’
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THEGOLDENCIRCLE
WHY
HOW
WHAT
WHO
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WAAROM FACILITEREN VAN ANDERS(OM) LEREN, LEIDEN EN LEVEN
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MISSIEHET CREËRENVAN‘RAVING FANS’
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WIEWIJ ZIJN ‘EXPERIENCE ENGINEERS’
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HOETRANSFORMATIE VAN ‘BUSINESS’ NAAR ONDERSCHEIDENDE BELEVING
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TRANSFORMATIEMANAGERS NAAR DIENENDE LEIDERS / STEWARDS
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TRANSFORMATIEMEDEWERKERSNAARAMBASSADEURS
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TRANSFORMATIEKLANTEN NAAR ‘RAVING FANS’
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TRANSFORMINGTRAINING INTO MEMORABLE LEARNING
TRANSFORMATIETRAINING NAAR ‘NIEUW LEREN’
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WAT IS HET BESTAANSRECHT VAN JOUW MERK/ORGANISATIE?WAT WIL JE DAT JOUW KLANTEN/GASTEN BELEVEN EN DELEN?
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“PEOPLE MAY NOTREMEMBERWHAT YOU DID OR SAID.
THEY WILL ALWAYS REMEMBERHOW YOU MADETHEM FEEL...”
Tony Hsieh, CEO
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WAT IS DESUCCES FORMULE VAN ‘WINNENDE MERKEN’?
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ZE DENKEN ALLEANDERS(OM)
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ZE DENKEN ALLEANDERS(OM)
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DREAMreverse
DESIGNreverse
DEVELOPreverse
DELIVERreverse
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reverseCASTING & IMMERSION
reverseLEARNINGDESIGN
reverseLEADERSHIP & TALENT DEVELOPMENT
reverse (DIGITAL)LEARNINGSOLUTIONS
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DE BESTEDE LEUKSTEDE GELUKKIGSTE
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Bob Hutten
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WELKOM BIJ HUTTENALTIJD MEER AANDACHT
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✪HELDEN VAN DE GUIJT
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KLEUR BEKENNEN
Ga naar: WWW.SENDC.COMen log in met PS
of
SMS PS spatie en je keuze naar 2255
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Talent Development
Workshop Emergenetics
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PAUZE
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WELKOMTERUG
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SURPRISING TOUCHINGCONNECTINGREAL
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Michael Levie
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company culture
REVERSED THINKING PROCESS
• guest centric• intended experience• individual environment• management style manager• culture = stability
COMPANY CULTURE
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I MEAN REALLY GUEST CENTRIC...
board
head quarters
hotel manager
division head
line staff
GUEST
board
service office
hotel manager
m.o.d
ambassador
GUEST
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Smile and have a clean white heart
Be genuinely nice and yourself
Show your culture
Show your own character (not too much... then go to the circus)
Doing something for others needs to come natural
HOW TO BECOME AN AMBASSADOR / citizenM
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Initial (reverse) casting day
4 weeks of immersing
Sequential hiring
Sequential training
Team effort
Big rewards...
HOW TO BECOME AN AMBASSADOR @ citizenM
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EFFICIENT STAFFING (FOH AND HOH)
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our ambassadors
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MENSENZIJN HET MERK
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ZIJ MAKENOF KRAKEN DE BELEVING
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ZIJACTIVERENHET MERK
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DOORDEMOEN ‘STORYTELLING’
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EN DOORBLIJVENDE HERINNERINGTE CREËREN
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DIRECTE IMPACT OP PERSOONLIJKE GROEINPSVERBINDINGVERKOOP
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TEVREDENKLANTEN?GASTENIS NIETGENOEG
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Standaarden & procedures
Verwachtingen waarmaken
Verwachtingenovertreffen
Xp visie/
Gewensteidentiteit
Voorkomt
klachten
en verlies van
klanten
Creëert
‘delight’ &
loyaliteit
Tevreden klanten/gasten
RAVING FANS
PIRAMIDE VAN BELEVING
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loyaliteit geef loyaliteit om
te krijgen
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BELEVING IS DEMARKETING
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WAT IS JOUW VERHAAL?
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WELKE VERHALENWORDEN STRAKS GEDEELD?
OPNIEUW & OPNIEUW
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WHY
HOWWHAT
WHO
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EXPERIENCEENGINEERSNETWERKBORREL
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#EEE2013www.ps-ee.com