Vision: Sørlandet are to be no.1 inrepeatvisitation/repurchase
It costs up to five times asmuch todevelopnewcustomers asit does toretainexistingcustomerrelationships(Framnes and Thjømøe, 2003”
• Part oftheNorwegianclus ter program ”Arena”• 74 companiesthatwork in a commitednetwork• Research and Innovation• Digital is
During thevisit EXPERIENCESBeforethevisit Afterthevisit GUEST MANAGEMENT DREAMS SYSTEM MEMORIES REPURCHASE RECOMMENDATION
Secureshort- termresults, whiledevelopin gstrategic and long-termVisitor Corporate Socialexperiencesand analog Responsibilityrepeatvisitation/repurchase ERM systems CRM systems digital Management systems (RevenueMangement) 2012 2016 Time
Attitudes, tools and methods Complaintsarethe best! Are yourcustomerssayin g ”thankyou” or WoW? Everybodyonboard!Want to be best in theindustry?Involveyourcustomers!
Futureroleof DMO?• No longer in ”chargeofthe marketing”• Facilitator to assisttheindustry to be the best – customerexperiencesarekey• Flexible and change-oriented
So whatabout Southern Norway?• Constantlytrying to keep up withchanges.• Clusternetworkbasedonindustryneeds.• Knowlegde-basedorganizationwithhigh digital focus.• No prestige in doingeverythingourselves – better to partner withthe best. MEET THE CUSTOMER WHERE THE CUSTOMER IS!