Hospitality is a social marketing strategy SMW rotterdam 25 09-2014
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25 september 2014, Social Media Week Rotterdam, #SMWRdam
Anne-Marie Delfgaauw @amd1510 | Kim van Velzen @kimvanvelzen
Hospitality is a social marketing strategie
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LOVE YOUR CUSTOMERS
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Kim van Velzen @kimvanvelzen | [email protected]
Reist vrolijk etend door het leven Hospitality is een marketingstrategie Social, marketing, online strategie Eten, gastvrijheid, reizen Zelfstandig social business strateeg Public speaker *Open Eerlijk Nieuwsgierig*
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Anne-Marie Delfgaauw @AMD1510 | [email protected]
Creating by Connecting Online en Social Marketing Het Social Team CTO 42NEXT Qualified Self Rotterdam Twins
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HOSPITALITY is een social marketing strategie
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WAT IS HOSPITALITY
Het o n v o o r w a a r d e l i j k vervullen van de behoefte en de zorg voor een gast
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KLANTBELOFTE NAKOMEN
KLANTBELOFTE OVERTREFFEN
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NIET welkom heten maar
WELKOM laten voelen
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KENMERKEN
1. Onvoorwaardelijke klantbelofte
2. Real time
3. Niet in massa reproduceerbaar
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HOSPITALITY INDUSTRIE
1. Ononderbroken proces
2. Memorabele herinneringen
3. Mensen voor processen
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Klantbelo)e
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1. Eigenaarschap klantrelatie
2. Pro actief op behoefte = helpen
3. Mensen voor processen
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ERVARING VANUIT HOSPITALITY INDUSTRIE
1. INTERNE NORM HOGER DAN KLANTVERWACHTING
2. GEEN CONCESSIES DOEN AAN INTERNE NORM
3. BEVOEGDHEID OP DE WERKVLOER
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Anne-Marie Delfgaauw
PRAKTIJKCASES EUROMAST EN SPRING INSTITUUT
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Nakomen & overtreffen
Resultaat: Word of Mouth
Klantbelofte: Belevenis
HOSPITALITY VANUIT KLANTPERSPECTIEF
Top of mind
Ambassadeurs
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Spring ins1tuut
1. Onvoorwaardelijke klantbelofte
2. Real time
3. Niet in massa reproduceerbaar
CASE SPRING INSTITUUT
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HOSPITALITY is een social marketing strategie
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SAMENVATTEND
1. Onvoorwaardelijke klantbelofte
2. Eigenaarschap klantrelatie
3. Bevoegdheden op werkvloer
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Kim van Velzen @kimvanvelzen | [email protected]
PROOST! Vragen? We praten graag met een drankje erbij!
Anne-Marie Delfgaauw @AMD1510 | [email protected]