Wow Workshop

Welcome……
Scheveningen Think Tank 2014
Stichting Marketing Scheveningen (“Marketing Foundation Scheve
Gastvrijheid
Hospitality
What are the major wow’s?
(And ‘Auw’s?)
Ouch…
IMAGE
18
Reference
Looking for wows
1. Behavior: friendliness, swiftness, attitude, knowledge,
obligingness, ….
2. Hardware: landmarks, buildings, nature, recreation,
meeting spots ….
3. Atmosphere: decor, architecture, ambiance, colors,
fragrances, sounds
As experienced by YOU
The wows of a city create value…
• Publicity and remembrance
• Engagement and continuing involvement
• Word-of-mouth
 Visitors as loyal contacts, fans and ambassadors
The Ouch’s of a city can ruin it all…
• Negative publicity and remembrance
• No return guests
• Negative word-of-mouth
 Less and less visitors, deteriorating image
The Student Experience
Orientation,
preparation, go there,
welcome
Stay
(touchpoints: product,
atmosphere, behavior
Last impression, good
bye, recollection
memory
Round 1 – Generating ideas
• ‘Experience’ the whole journey
• What could be real wow-moments??
• What are the real ouch-moments and how to solve
them??
• Write them on a post-it and stick them to the different
journey posters!
• Get your inspiration from other tables or from the
examples etc.
In between
• Put the best ideas per phase on the different phase’s
tables
Round 2 – Weigh and select ideas
• Look at the Wow & Ouch ideas per table and discuss
them
• Choose the three best Wow’s or Ouch-solutions
Describe them in short on the ‘postcard’
• Present in ‘elevator pitch’ of max 45 seconds
Round 3: Prioritize Wow&Ouch-ideas
• Review the joint end result
• Allocate your ‘money’ to the different wow-ideas
• Put your ‘Like’ on the Wow you consider most
important or viable