Customer satisfaction index 1. Safety: Personal safety, Protection safety and Storage safety 2. Convenient: Help unload luggage, Quick checkout, Alternative way of consumption and appropriate reimbursement bills 3. Private: Quiet rest environment, Secret receive a visitor and Hidden gifts distribution method 4. Respect: Initiative to say hello, Call the office and Help them call a car, etc. Customer loyalty: Customer loyalty related to the degree of customer satisfaction, it is a quantitative concept. Customer loyalty is due to the quality, price, service, and many other factors, make the customers of a enterprise products or services produced feeling, to form a preference for and the extent of the long-term repeat purchase this enterprise product or service. Measure of customer loyalty: Customer loyalty is customer loyalty of quantitative index, can generally be used three major indicators to measure customer loyalty, these three indicators are: 1. Overall customer satisfaction (can be divided into the very satisfied, rather satisfied, satisfied, not satisfied and very unsatisfied); 2. Probability of repeat consumption (can be divided into more than 70%, between 70-30%, and below 30%). 3. Recommend to others (most likely, possible and impossible). The management of our hotel customer loyalty is not only the management of the existing customers, based on the development of our hotel, the management involves the hotel loyalty customer’s produce, development and decline of the whole life cycle of the whole process. The necessity of strengthening the whole management knowledge and gives corresponding countermeasures will be beneficial to improve customer loyalty in hotel management, hotel competitiveness, promote the develop... ... middle of paper ... ...ollection: different or the same customers in different periods and different customers demand is varied, such as: room types, newspaper, products brand, and smoking. Some information can be predicted, can be classified, some cannot. The target of CRM? 1. Efficiency: through the adoption of information technology, can enhance the automation of business process, realize the hotel within the scope of information sharing, improve the working ability of the hotel staff, reduce the training needs, make more efficient operation within the hotel 2. Develop the market: the new business model (network) for expanding the scope of the hotel business activities, even grasp the market opportunities, to occupy more market share 3. Retain customers: customers can choose their own ways of communicating with the hotel, convenient customer access to information and better service
Customer loyalty comes from the personal relationship that is developed between the customer and the business. One method used to understand the customer relationship is called customer relationship intensity and Life-cycle segmentation (UOP, 2007). This process includes classifying all the customer relationships into one of five groups.
Because, internet today is enabling web-based suppliers an opportunity to meet a choice of different types of customers (Schoenbachler&Gordon, 2002) and has evolved as a feasible distribution channel for the firms that wish to expand their market penetration (Frazier, 1999; Frazier & Antia, 1995), reduce costs (Payne & Frow, 2004), increase revenues ( Kotler, 2000), spread risks, and strengthen customer loyalty (Kelly, 2002) through its use (Hobmeier, 2001).now most of the hotels are using the multiple channel strategy where they are in partnership more than one sales and distribution channel to serve the same target market and this has grown in the recent years. This is creating higher complexity for the hotel management as the data are coming from different partners. As customers, today are using multiple channels, it is almost certain that the future will remain to contain a mixture of even more complex channels (Balasubramanian , Raghunathan, & Mahajan, 2005). Since now, it is obvious that why hoteliers employing multiple channels including electronic ones, is no different; to maximise customer awareness and market share and reduce costs, this increasingly widespread trend to cooperate with new channels rather than stick to
Technology has created a major impact on the way in which all organizations market their products and services. With the development of the internet, companies are now able to economically market themselves on a global level. Even smaller companies that were once not able to capture international business due to the cost factor can now do just that. The Washington Plaza Hotel is no exception. The hotel industry in DC relies heavily on tourism as a major part of its client base. Many of these tourists who visit the city are of foreign nationality. It is important that the Washington Plaza Hotel targets these people when marketing the company. Not only do they target the tourist but they also target the international business travelers that come to the city on business related trips. The hotel's website, which gives detailed information about the hotel's accommodations and services, can be accessed by potential customers all over the world. In addition, the Washington Plaza Hotel has teamed up with such web-based travel services like Orbitz, Expedia, Travelocity, Etc. in order to capture more of the global market. Before the existence of the internet, the global market was not easily reachable. Technology has the greatest affect on marketing for many organizations and certainly for the Washington Plaza Hotel as well as the hospitality industry itself.
The Hotel industry has become very important in the past years due to immense traveling and growth of international business. Hotel industry not only plays an important role in the life of people but as well as the economy of the country. Development and advancement in the Hotel industry have rapidly been taking place and especially since the rapid change in technology, it is very important for hotels to be promptly keeping up to date. When the hotel industry is spoken of, there are many famous hotels but one hotel company that has been outstanding in growth and other aspects of business, like in Leadership, Teamwork (Employee turnover), Motivation (Customer retention and satisfaction, Goals and objectives, (changing the way hotel business has worked), and Change within the company; structurally inside and physically outside, adding elements, like entertainment, gaming, and outdoor activities, is the Hilton Hotel Company.
High levels of customer satisfaction will not guarantee future sales, but are more likely to result in repeat future sales than indifferent or poor customer service. Moreover, satisfied customers are more likely to try out other products/services in the firm’s range, or recommend it to friends and family. Build on customer loyalty Customer loyalty is valued highly by most businesses and can be
The hotel industry performs within a saturated market, driven by customer loyalty and competitive pricing to stand-out. This competitive nature makes it extremely important to capitalise on strengths while improving on
Who is the hotel’s target market and what services do they use to attract and satisfy this market?
Back in 1978, China had only 137 tourist hotels. With the introduction of economic reform and the open door policy, this led to a rapid growth in the hotel industry for China. The InterContinental Hotel Group (IHG) was among the earliest international hotel chains to enter the China Market. The first hotel they introduced to China was the Lido Holiday Inn that was opened in Beijing. After the first year of the Holiday Inn in China, there was an outstanding performance by earning a big profit. This proved that the market for international owned hotels was good and with tourism and the economy growing every year, why wouldn’t you place a hotel in Chinas growing market. Just ten years later, there were ten more hotels managed by the IHG in major cities in China. The InterContinental brand innovated to the China market to set them apart from the competition. They were the first international hotel chain to launch a Chinese language website and the first to offer online reservations to guests who did not use credit cards. The premise of this paper is to provide the reader with insight on how the InterContinental Hotel Group implemented strategies in China to gain a competitive advantage. I will go further to discuss how it can maintain its advantage in the future. The IHG Company has
Close to the Customer: Customer satisfaction is very important throughout all the roles that the business plays. Many companies forget about their customers, whereas successful companies have an obsession with their customers. Excellent product quality and reliability will make a satisfied customer. Great service will keep the customer coming back.
Marriott has made enormous investments in diversifying its range in offering quality hospitality products and services. Through segmentation, the company focuses on individual groups such as travellers, families and other tourists (Malhotra, p.750). Marriott has a marketing research department within the organisation which effectively collects a large amount of secondary data on an on-going basis and in response to specific marketing problems and opportunities. These data provide valuable information such as: the number of non-business travellers staying at each of the Marriott’s hotels over time, the relative occupancy by non-business versus business travellers over time by specific Marriott brands, average length of stay by non-business travellers, etc. These data can provide a clear understanding of the non-business traveller segment and how this segment selects a hotel. Through this approach, different customers can access specialized services and ...
We claim that it is the customer's entire experience with us that determines his or her declaration of satisfaction. We say that this experience is not objective at all but totally subjective. It is the customer's call. That call is based upon the customer's perception of the experience. This perception is his/her interpretation of the value received played back against his expectations.
“Technology is constantly developing. The hospitality industry is affected by these technological changes. As new technologies are made available, companies within the industry are forced to adapt to the changes or get left behind.” (Lewis, 2016) Due to technology, the medium in which the Accor Hotel Chains advertise to have expanded. Advertising through social media such as the main website allows customers to view the whole range of hotels offered and room prices offered in the respective hotels. As social media expands and the variety of choices between hotels increases, hotels and chains such as the Accor Hotel Chains have to work with websites, such as agoda, to increase the number of customers coming to the hotel. However, this has a negative impact on the Accor Hotel Chains because they have to pay these websites, in which they partner up with, to increase sales in the rooms
Customer Loyalty – What is it? How Can You Measure and Manage It? Retrieved October 19, 2017, from http://www.loyaltyresearch.com/?s Studer, Q. (2009). Alignment, Action, and Accountability: Getting Results In a Down Economy. Hfm (Healthcare Financial Management), 63(6), 52-60.
Customer satisfaction measures the expectation of a customer relating to the product and services provided by the retail stores. Satisfied customers tend to be loyal to the organization and make more and more purchase from the same store, which in turn is beneficial for the organization. According to Hoyer and Maclnnis (2001) satisfaction can be compared with the feeling of acceptance, relief, pleasure and
From the two strategies has been tested, hotel ambience been renovated is closely meets the customer profitability objective 290.76 and training and motivation are just 278.86. ‘Very satisfied’ customers contribute in profitability of RM136 whereas staff training ‘very satisfied’ customer contribute in RM106.13. Both sides of ‘satisfied’ customers are still above average customer revenue which hotel ambience is 135 and staff training is 16.8. The only think that thing that makes hotel ambience meets profitability objective is it able to decrease the percentage of ‘very dissatisfied’, ‘dissatisfied’, ‘somewhat dissatisfied’, and ‘neutral’ customers into at least ‘somewhat satisfied’