Vad händer hos oss?

Vad händer hos oss?
Mission
Vad händer hos oss?
To ensure that the book is an important part of children´s
culture
•M
Visitors
Vad händer hos oss?
• 400 000 visitors/year
• 50% from Stockholm, 30% rest of Sweden, 20% tourists
• Russians almost 10%
• Main target group: kids 0 – 8 years
• Year card & ”Middle-of-the-week card”
• Included in the Stockholm Card
• Exhibition at Arlanda airport
Turnover
Vad händer hos oss?
• 64 million SEK (260 million rubel), profit 10 %
• Bookshop 18%
• Restaurant 20%, party suite 8%
• Private company – no grants from
the government. All profit is reinvested
in the organisation.
• If you know where you are going it is much easier to
choose your way
– Brand print; We make children happy by giving them a
journey in to the fairy tale world
– Mission; To ensure that the book is an important part of
children´s culture
– We aim to have all kids in Sweden to have visited
Junibacken before they are eight years old
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• Employees
• Stage
• Instruction
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• The only contact the guest has with your
company
• Employee index and guest index
correlates, happy employees gives you
happier guests
• Happy guests spend more money and
recommends new visitors to come
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•Escape reality
•Entertainment
•Family
•Good Service
•Polite treatment
•Funny
•Educational
•Good memories
•Excitement
•Happiness
2.Needs
3.Feelings
1.Wishes
4.Stereotypes
•Expensive
•Waiting in lines
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• You have to understand your guests
expectations in order to be able to exceed
them.
• Your guest will always compare his
expectations with your delivery
• The expectations sets the level you have
to exceed to create the wow-feeling.
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Coordination
• When employees, stage and instruction is coordinated with
your brand print and company guidelines you will
experience a huge growth in visitors and prosperity
• If you succeed in the coordination, your guest will have the
experience of exceeded expectations
• If only one part fail to deliver the whole experience is gone
”The devil lies in the details”
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Service matrix
Employees
Stage
Instruction
Security
Courtesy
Show
Efficiency
The Service matrix is a tool to provide a strategy to exceed expectations by
attention to details in all aspects.
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Vad händer hos oss?
Vad händer hos oss?
Vad händer hos oss?
Vad händer hos oss?
Vad händer hos oss?
Vad händer hos oss?
Vad händer hos oss?
Vad händer hos oss?
Vad händer hos oss?
Vad händer hos oss?
Key Success Factors
• Astrid Lindgren
• Quality
• Donation when getting started
• Profit reinvested in the company
• Babyboom
• Active parents
• Passionate staff