Year 2016
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Create happy customers

The challenge: Develop a (financially) viable product/ service with which The Hague city centre can improve customer satisfaction and positively surprise the customer/visitor.

Even more hospitable

The Hague city centre must become even more hospitable with innovative commercial products and services by using the city centre as a ‘Living lab’ familiar and unfamiliar Touch points in the Customer Journey (both online and offline).

Improve customer satisfaction

Throughout the Customer Journey (from before, during and after their stay in the City Centre), we want to improve customer satisfaction based on the four following principles:

  • Convenience
  • Enjoyment
  • Gain
  • Reassurance

The Hague City Centre is successful, dynamic and is pioneering in partnerships (e.g. PPP/ Bureau Binnenstad and the Retail Innovation Agenda). In order to become and remain future-proof, the City Centre wants to continuously innovate and respond to developments in technology, consumer behaviour and possible competition (e.g. Mall of The Netherlands). What can we learn from our competitors and how can we continue to be distinctive?

The challenge

Develop a (financially) viable product/service with which The Hague city centre can improve customer satisfaction and positively surprise the customer/visitor (“I never expected this in The Hague. I must tell other people!”).

Are you the next Startup in Residence? Come up with an idea to create happy customers!

Are you the next Startup in Residence? Come up with an idea to create happy customers!

Additional demands / criteria

What to do and what not to do?

  • Yes: surprising, distinctive, taking into account The Hague’s DNA, scalable (other city centres/shopping centres), measurable (effect), high PR value, customer insight, involve stakeholders (understandable return of investment) , increase quality visits and length of stay aimed at economic growth, compliant with legislation and regulation (e.g.. privacy legislation)
  • No: not dependent on municipal investments (so must be backed by an earnings model), no marketing trick, no app.

Note: the threshold for participating/using the solution must be as low as possible for entrepreneurs in the City Centre (retail/catering)

Stakeholders/Network:

Use the extensive network of The Hague around retail and city centre, particularly of:

  • PPP (Public Private Partnership) – city centre partners
  • Public Transport/Shippers
  • (Retail) entrepreneurs/ Haags Retail Punt
  • Retail Innovation Agenda

Extra information:

Contact person within the municipality
Martijn van Dam (DSO/Economie)
Ad Dekkers (Bureau Binnenstad)
Isabel van der Maas (Retail Innovatie Agenda)

Apply now

Do you have a solution? Apply now for Startup in Residence The Hague

Want to know more? Read all eight urban challenges