Page 18 - Annual Report 2013 Corporate Responsability

nhow Rotterdam - Rotterdam, The Netherlands
18
Newcustomer value
proposition
NH Hotel Group has identified customers’
needs and defined the experience for each
one of its brands. The following principles of
experience were derived from this analysis
and set the Group apart from its competitors:
Feel at ease:
we want our customers to feel at ease with
us, we want to be accessible and for this,
we would like to offer them alternatives
and styles that adapt to their way of life,
working and interacting.
Feel the place:
we want our customers to connect with the
city, to become familiar with everything
that will make their stay more enjoyable.
Feel special:
we want our customers to feel special,
to surprise themwith generosity and
spontaneity, with details that help them
enjoy this custom-tailored attention.
• “
Brilliant Basics”:
we work to ensure guests have a memorable
experience when they visit our hotels,
improving our relationship with them and
striving to make them feel special while
exceeding their expectations.