This presentation was part of the SDT2012 - the 1st international conference on service design and tourism, Innsbruck/Austria, August 23-24, 2012. For more info on the conference and other presentations visit: www.sdt2012.com. All rights reserved by the author(s):
Jan Huizing, Hotelschool The Hague (Netherlands)
Drs. Jan Huizing is a Research Fellow and a Lecturer/Coach in Strategy Management & Marketing at Hotelschool The Hague. His professional interests are: strategic management, service marketing, service design, city hospitality, customer experience and change processes.
Jan Huizing held senior marketing and management positions in leading service and knowledge companies, a.o. JCI Water Toolkit (world wide water awareness and education), Manager Expertise Centre at ADP and marketing coordinator at ANWB (recreation, tourism and mobility). His drive is to enhance the customer orientation and growth of service organizations and ambitious professionals. Jan Huizing is honorary member of Junior Chamber International, a leading global network of young professionals and active citizens.
Karoline Wiegerink, The Netherlands
Hotelschool The Hague
Dr. Karoline Wiegerink RM holds the Municipality The Hague Chair of City Hospitality and City Marketing at Hotelschool The Hague. During her professional career she always has combined science and practical work. As an economist and marketeer she gained special experience in the field of live communication and event marketing. She has been director at Erasmus Centre of Event Marketing (ECBM), lecturer at Erasmus University and assistant professor at Nyenrode Business University. As a consultant at Holland Consulting Group Karoline Wiegerink is working in the field of marketing management, business planning and marketing accountability topics for companies in various fields including the professional service industry, the communication industry and the hospitality sector. She is passionate for customer experience and accountable marketing.
Journey Mapping with Personas: how a special excursion brought new inspiration
The City Centre of The Hague (NL) wonders how visitors experience their journey. How to know the likes and dislikes of the so different target groups; how to improve their experiences? Different stakeholders – entrepreneurs, policy makers, inhabitants – joined forces and had an inspiring excursion. In their own city, but through new eyes. A powerful combination of journey mapping and personas, which led to direct outcomes. In a quick overview you will learn how this excursion was set up, and how it added value for the stakeholders. Be welcome to share your own ideas.