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Presentation slides from Customer Relationship Management (CRM) workshop as part of Destination Digital business support programme from Connecting Cambridgeshire. Want more information? Small businesses across Cambridgeshire and Peterborough can currently get free business support on using digital technology until March 2015. More information here: http://destinationdigital.info/advice/
Customer Relationship Management (CRM) slides
Customer Relationship Management (CRM) slides
Livia Oldland
Regarding who is the customer and their retention.CRM stages and evolution
Customer relationship management
Customer relationship management
Dimple ..
Abstract Satisfying the customer is a never--ending process. The aim of satisfying customers is to retain them, as customer retention directly reflects on the hospitality industry’s profit. Though most businesses have a good coordination between customer satisfaction and customer retention, the rate of retention may be influenced by high market competition, lack of differentiation among services/products, lack of interest among customers about that service-/-product and lack of involvement among customers about that service/product. Thus, going beyond customer satisfaction leads to high customer retention, otherwise called customer loyalty. The success of every organization is underscored by the satisfaction of its customers. This is especially true in the hospitality sector where the success of a company is dependent on its ability to meet its customers’ needs and expectations. This entails that all staff, to avoid trouble-causing potentials, must be well trained in areas where performance has a possibility of falling below expectations. To sustain progress in the hospitality sector, satisfying the customer in all respects must be the prime and essential focus of management. Based on a review of the literature on customer satisfaction, study discusses and examines its benefits in the hospitality industry, factors that influence customer satisfaction, major considerations for improving customer satisfaction and strategies for improved customer satisfaction. Moreover, using Kano’s model of customer satisfaction, the study examines in detail how attributes of customer satisfaction can be divided into three categories: threshold, performance and excitement attributes. These attributes play an important role in encouraging customer satisfaction and loyalty, thereby ensuring the long-term success of a business in the hospitality sector. Key Words: customers, customer satisfaction, customer loyalty, quality service, Kano’s model, threshold, performance and excitement attributes
Customer Satisfaction in Hospitality Industry
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Presentation slides from Customer Relationship Management (CRM) workshop as part of Destination Digital business support programme from Connecting Cambridgeshire. Want more information? Small businesses across Cambridgeshire and Peterborough can currently get free business support on using digital technology until March 2015. More information here: http://destinationdigital.info/advice/
Customer Relationship Management (CRM) slides
Customer Relationship Management (CRM) slides
Livia Oldland
Regarding who is the customer and their retention.CRM stages and evolution
Customer relationship management
Customer relationship management
Dimple ..
Abstract Satisfying the customer is a never--ending process. The aim of satisfying customers is to retain them, as customer retention directly reflects on the hospitality industry’s profit. Though most businesses have a good coordination between customer satisfaction and customer retention, the rate of retention may be influenced by high market competition, lack of differentiation among services/products, lack of interest among customers about that service-/-product and lack of involvement among customers about that service/product. Thus, going beyond customer satisfaction leads to high customer retention, otherwise called customer loyalty. The success of every organization is underscored by the satisfaction of its customers. This is especially true in the hospitality sector where the success of a company is dependent on its ability to meet its customers’ needs and expectations. This entails that all staff, to avoid trouble-causing potentials, must be well trained in areas where performance has a possibility of falling below expectations. To sustain progress in the hospitality sector, satisfying the customer in all respects must be the prime and essential focus of management. Based on a review of the literature on customer satisfaction, study discusses and examines its benefits in the hospitality industry, factors that influence customer satisfaction, major considerations for improving customer satisfaction and strategies for improved customer satisfaction. Moreover, using Kano’s model of customer satisfaction, the study examines in detail how attributes of customer satisfaction can be divided into three categories: threshold, performance and excitement attributes. These attributes play an important role in encouraging customer satisfaction and loyalty, thereby ensuring the long-term success of a business in the hospitality sector. Key Words: customers, customer satisfaction, customer loyalty, quality service, Kano’s model, threshold, performance and excitement attributes
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2. Designing Quality Service Many Leisure and tourism contexts contain a myriad of individual experiences, whether rich and fulfilling or superficial and merely entertaining, and have implications for understanding and designing the leisure and tourism product. The premise of giving the consumers what they want springs to mind when writing about design quality. Unfortunately it is not as easy as it suggests, because consumer needs and wants are constantly changing. What have been satisfied them at one time no longer does so. Leisure experiences, especially those catering for the youth market, can be in fashion one moment and out of favor the next. (E.g. themed pubs, skateboarding, step aerobics). Characteristics of Service The general consensus is that services have a number of characteristics common to manufacturing, the tangibles. These are not only the physical features of the environment that the service is delivered in but anything that is taken away by the customers.
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IN THIS SUMMARY In an increasingly global business world, customer service organizations are faced with more and more diversity among customers and employees. Treating customers as a homogeneous group is certain to lead to service breakdowns and even organizational failure. With the globalization of business, it is increasingly common to deal with customers who speak a different primary language and have different communication styles and preferences. In Please Every Customer, Robert W. Lucas describes how customer service professionals can provide outstanding service through careful attention to interpersonal communication, nonverbal communication, listening, and personal image. SUBSCRIBE TODAY http://www.bizsum.com/summaries/please-every-customer
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