Arnhem & Nijmegen
A strategy in which digital and physical services complement and reinforce each other in order to realize an optimal (and personal) customer journey for guests.
Client
Toerisme Veluwe Arnhem & Nijmegen
Task
Develop a contemporary vision of physical hospitality for the Arnhem-Nijmegen region
Result
Vision Personal & Inspirational Hospitality
The question
Today’s guests have a permanent hunger for information and want to have access to up-to-date information 24/7. Digital channels play an important role in this. At the same time, there is also a need for physical information provision from part of the target group. In addition, there is a search for possibilities to inspire guests to experience more than they might have planned in advance. Physical hospitality also plays a role in this. All these developments and perspectives ensure that Tourism Veluwe Arnhem Nijmegen wanted to reconsider its vision of physical hospitality for the Arnhem and Nijmegen region.
Our approach
There was a need for a pragmatic approach. To draw up this vision, we visited all VVV locations (including the agencies / information points). In addition, a vision was drawn up on the basis of existing policy documents and a discussion with the management of the organization.
The result
The result is a vision of the role of physical hospitality in the total customer journey, the added value compared to other channels and frameworks for expressions of physical hospitality. The vision thus forms a discussion document about the ambitions and development direction of physical hosting in the Arnhem Nijmegen region. The vision also includes facilitating hospitality among entrepreneurs and informing and inspiring visitors at alternative locations.
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