Koppen Creative believes in experience!

Koppen Creative believes in a complete, ubiquitous, all-encompassing experience, from the beginning to the end. And we don’t just mean the hospitality. It’s about how your guests, and your employees too, experience your park, restaurant, hotel, club or company.

But what is experience?

EXPERIENCE = the relation between the EXPECTATIONS that your guests have beforehand and the actual IMPRESSIONS they get when they are in your park or restaurant. In other words, it is the balance of positive and negative impressions they pass through. Beforehand, when at your company or club, and afterwards. Visitors share that experience with their friends and followers (in person, or by social media). Every experience is unique, because every person will have collected their own impressions in their own way.

And not only your guests have and share their experience, your own employees do so too. What impression do they have of the employer? And the experience in and around the holiday park or restaurant? How do they pass those impressions on to their followers, and is that a positive or negative experience? However you look at it, they are all ambassadors for your company.

The guests not only want to feel respected and valued as a person, but above all they expect that you as a company will go the extra mile for them to give them a great, all-encompassing experience. The question every organization should ask itself is: are our customer’s expectations being met? Maybe even exceeded? Only exceeding the guest’s expectations leads to a durable increase of trust. Meeting expectations leads to an 8. Exceeding expectations leads to a 9+!

Experience model

Koppen Creative has brought all this together in a model. Together with the customer, we go through a questionnaire and we look at how the all-encompassing experience can be optimized. This will form the basis for an action plan that we will deploy together. Periodically (e.g. annually) we review the results together and make adjustments.

Your guest’s experience should provide a pleasant memory to look forward to and look back upon. We will work with you to see how we can optimize this effect. For example, a nice memento of your holiday park is the beginning of repeat business as well as a strong advertising tool. If the experience beforehand and afterwards is in balance with the experience that your guests are having during their visit, the group of ambassadors of your company will grow!

It is all about experience!