Approach
A strong hospitality concept doesn’t happen by chance, it’s a carefully designed process where strategy, brand experience and execution seamlessly come together. That’s why I work with a structured approach in five phases. From the first introduction to successful implementation, I ensure that your concept is not only carefully designed but also perfectly executable.
My Approach
From Strategy to Impact
Introduction
Getting to know each other: the foundation for a successful collaboration.
In an informal introduction we explore your challenges and ambitions. I believe in collaboration based on knowledge-sharing and creativity, essential ingredients for growth and innovation. That’s why it’s important to first experience whether we’re a good match. Doing so, we build a strong foundation for a journey that truly makes an impact.
Introduction
Explore & Define
From Broad Exploration to Sharp Focus
When designing concepts, it’s essential not to jump too easily to conclusions. We explore broadly to truly understand the challenge: what’s happening in the world, at your benchmarks, and within your organization? By analyzing what’s (mega) trending, you gain a broader perspective and discover where opportunities arise.
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Focus helps you make informed decisions, and I guide you through that process. I dive into your world, leading you through the process of diverging and converging, always keeping the goals of your business in clear perspective.
Once the playing field has been explored, it’s time to define the ‘sweet spot’. The perfect intersection of customer desires, profitability, and (technical) capabilities come together. The foundation for the most valuable design.
Feasible – Is it practically executable or achievable
Viable – Is it sustainable in the long run and can it be financially and operationally successful
Desirable – Does it fulfill your customers’ needs
Explore
&
Define
Explore & Define
Brand Insights
What is the Power of Your Brand?
Companies with strong brands consistently surprise and turn customers into true fans. They master the balance between what they promise and how customers experience them. They achieve this by smartly leveraging the synergy between their brand, marketing, and customer experience.
The result? A brand that is not only powerful but also grows faster. A brand that stands out with a unique character while remaining relevant and valuable to its audience.
But how do you ensure brand consistency and emotional connection? And do you truly know the unique values that define your business? Together we’ll pinpoint this clearly, making sure your business doesn’t just stand out but also makes a long-lasting impact.
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The Success of Strong Brands
Strong brands excel by creating a seamless connection between what they promise, what they deliver, and how customers experience the brand. They achieve this through a clear brand promise, consistent brand execution, and a differentiated customer experience.
What They Promise
Strong brands start with a clear promise to their customers. This goes beyond simply a product or service; it’s about the experience they offer. They communicate who they are, what they stand for, and how they add value to the lives of their customers. Always with an understanding of their customers’ perspective, so they not only serve them but truly engage with them.
What They Deliver
A promise means nothing without strong execution. The question is: do you deliver as promised? Is the hospitality as sincere as communicated? Is the experience as smooth and enjoyable as promised? A brand’s success is determined by the extent to which it meets, or even exceeds, expectations. This strengthens the brand and builds trust. On the downside, if the experience falls short of the promise, it will damage your brand value.
Consistent Brand Experience
Companies with a strong brand know that an authentic brand experience doesn’t happen by chance. They understand their unique core values and bring them to life at every step of the customer journey. They surprise time and time again by not only performing excellently but also offering emotional value. This makes them meaningfully different and creates a lasting impact, a brand experience that lingers.
Brand Insights
Develop & Deliver
From Vision to Experience
Now the most exciting part of the process begins! The direction of your business is defined, and your unique value is crystal clear. That’s a strong foundation for developing a service concept where all elements come together.
A well-crafted service concept ensures that your investments translate into maximum customer value. It not only delivers a powerful brand experience for your customers but also equips your team with the tools and confidence to create memorable experiences. Now your vision becomes tangible and starts making a lasting impact.
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Service Engineering
From Separate Elements to Harmonious Concept
The design of a service concept often starts with the product or service you want to offer. But a great standalone product does not make a strong concept. Real power lies in the harmony between the different elements that shape the customer experience.
- The delivery: Does your team have the right mindset, skills, and support to bring the service to life authentically.
- The environment: Does the atmosphere and design of the environment align with your brand’s core values.
- The right tools: Do your employees have the materials and presentation tools that make their work easier and more effective.
To be credible, both for your guests and your team, your core values must be visible and tangible in each of these elements. Only then it results in an authentic, consistent, and impactful brand experience.
Develop
&
Deliver
Develop & Deliver
Implement
From Plan to Practice
Now your service concept is fully developped. Time for implementation! A great concept on paper is one thing, but real impact only happens when it comes to life in the workplace.
Together we ensure that your team understands, embraces, and successfully applies the change. They become active participants in the process through interactive workshops and learning by doing. By making the concept actionable and hands-on, your team will “own” the experience.
Implement
