On October 23rd, 2014, we updated our
By continuing to use LinkedIn’s SlideShare service, you agree to the revised terms, so please take a few minutes to review them.
2. use positive cues & 3. avoid negative cuesPresentation Transcript
USE POSITIVE CUES & AVOID NEGATIVE CUES
Walt Disney with their Disney Parks is the recognised expert in oﬀering experiences. The workers are called actors, you the visitor are the guests and the theme park becomes the stage. www.disneylandparis.com Walt Disney
Torfs For Torfs using harmonizing posiAve cues means personalising the service to your customer. Torfs is in the business of selling shoes and this is tricky to personalise. Making a real diﬀerence in the way they approach their customers is what they want to achieve. This means the way in which they pay aDenAon to their customer, or the way in which they treat him or her, and try to ‘put themself in the shoes of their customer’ and endeavour to ﬁnd out what he or she needs. Therefore they have had to give their staﬀ speciﬁc training in personalising their approach to the individual customer. How to greet and welcome customers into the shop, and how to address certain problems, etc. www.torfs.be
At the Lairesse Apotheek in Amsterdam, for example, all impressions are in sync with each other. You can experience this pharmacy’s vision through your senses, as it were. www.delairesseapotheek.nl Larisse Apotheek
Carglass already exists many years, but it is a nice example of Carglass instantaneous graAﬁcaAon. When your car glass is broken you can make an appointment by phone or internet, when and where you want. At their local car centers not only the cars get a premium treatment (the broken car is ﬁxed are replaced and on top of that your car is vacuum cleaned, and the glasses are washed), but as well the customers (free drinks, free wi-‐ﬁ, free newspapers, comfortable waiAng rooms, and most importantly friendly, smiling people) www.carglass.be
Utopolis The ﬁrst VIP cinema in Belgium. www.utopolis.be
Spoor Noord … or how ciAes can also eliminate negaAve cues. Sppor Noord is a brand new park in Antwerp. Spoor Noord is a contemporary urban landscape park. It combines nature, light, space, relaxaAon, culture, sports and events. The western secAon of the park includes a number of play areas, a bmx and skate park, in summer a summer terrace and much more. The enAre park has a lot of free space to sunbath, Park Spoor Noord picknick or relax. There even is a public barbecue in the park, just bring food, drinks and stuﬀ to let it burn. Clean the barbecue aXerwards and enjoy! Reconversion of an old industrial area.
More than just a wellness. It’s a wellness PARTY! hDp://www.d-‐toxx.be/nl/wellness d-‐toxx
Dutch airline KLM released a video a few weeks back demonstraAng how they used social media to spread a liDle happiness amongst some of their customers.Their acAvity was to idenAfy customers who checked in on Foursquare or menAoned on TwiDer that they were ﬂying with KLM from a parAcular airport. KLM staﬀ then used the customer’s social media proﬁle to ﬁnd out a liDle more about them in order to present them with small appropriate giXs. surprise.klm.com KLM Surprise
Does your police oﬃce also looks as aDracAve as the new police oﬃce in Antwerp? Police Antwerp