How do you create experiences that make customers return – and speak positively about the business afterwards? At this workshop, you will get a practical introduction to experience design and hosting, and you will learn how the two disciplines can strengthen customer satisfaction, sales and your business's position in the island's experience economy.
We start with an insight into the latest Danish knowledge from Copenhagen Business Academy’s Department of Design and Experience. Here, we look at how relationships, hospitality and meaningful experiences make a noticeable difference in the encounter between company and customer. You will get concrete examples of how experiences and hosting are already being used strategically in companies that succeed in standing out positively.
Along the way, we will work with a range of simple yet powerful tools that make it easy to develop experiences in practice:
- Best practice – best principle
- The Wheel of Experience
- The hosting ladder
- The Hospitality Flower
The models aren't just presented – we use them actively. Participants work with their own cases, so the tools are translated into something concrete and relevant specifically for their business. The focus is on local conditions and realistic solutions that can be implemented without major investments.
During the day you get:
- A clear understanding of how hosting and experiences create value – both for the customer and for the business.
- Insights into professional methods for designing and improving customer experiences.
- Discussion and feedback on one's own challenges and ideas.
- Knowledge of how to work strategically and purposefully with experience design in everyday life.
We finish with you making a concrete implementation plan, so you leave with a clear direction and very concrete actions you can initiate straight away.
The purpose of the day is simple: To give you inspiration, tools and the ability to take action to strengthen the customer experience – both in your daily work and in the activities and events that make your business part of Bornholm's experience economy.
The workshop is aimed at companies in retail sector as well as the hotel and restaurant industry, who want to strengthen their guest and customer experiences. It is relevant for owners, managers and employees who work closely with customers and guests, and who want to work more consciously with hosting, experience design and value-creating service – both in everyday life and in connection with events and special activities.
