CHAPTER 1 1.1 INTRODUCTION Customer satisfaction: Customer satisfaction is a measure of the degree to which a product or service meets the customer’s expectations. Satisfaction results when expectations are equaled or surpassed. Customer satisfaction refers to the extent to which customers are happy with the products and services provided by a business. Customer satisfaction levels can be measured using survey techniques and questionnaires. Gaining high levels of customer satisfaction is very important
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Report On Possible Improvements To Customer Service 1. Why it is important to improve what is offered It is important to improve what is offered in a business as it will keep current customers satisfied and maintain existing customers. It is also important to remain competitive in the current climate and not to lose customers to competitors. Through improving what is offered the business will expand and gain new customers through good reputation‚ and good reputation should reduce the number of
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Strategic Use of ATL and BTL communication in Engaging Costumers to Luxury Hotel Chains In the past decade the demands of society regarding the pursuit of good life have gone through major changes (Scott et al.‚ 2009). A new economic stage started to characterize the societies of the 21st century: experience economy (Talbott‚ 2004). This new stage manifests in the new trends of luxury tourism where people look for unique services‚ extraordinary environment and the possibility of extremely high standard
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HOSPITALITY INDUSTRY AND CUSTOMER RELATIONSHIP MANAGEMENT: The hospitality industry is a broad category of fields within the service industry that includes lodging‚ restaurants‚ event planning‚ theme parks‚ transportation‚ cruise line‚ and additional fields within the tourism industry. The hospitality industry is a several billion dollar industry that mostly depends on the availability of leisure time and disposable income. “CRM”‚ or Customer Relationship Management‚ is one of the most important
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MARKETING IN LUXURY FASHION INDUSTRY: CONTEMPORARY METHODS OF CUSTOMER ATTRACTION By Ivanova Evgeniya Moscow 2013 CONTENTS 1.1.Getting to know luxury 5 1.2.The global market of luxury goods 9 1.3.Methods of customer attraction 11 2.1.Burberry 19 2.2.Gucci 21 2.3.LVMH 24 Introduction What exactly do we mean by " luxury"? Most of us are able to recognize a luxury product‚ but we are unable to define the specific characteristics
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2013)‚ which account for 30% of all online sales. When Zappos CEO‚ Tony Heish‚ had ideas and plans for the company he knew that he wanted a strong customer oriented company and one that had a strong and loyal company mission and value. He put his belief and everyone who joined the company’s belief into ten core values: 1. “Deliver WOW Through Service 2. Embrace and Drive Change 3. Create Fun and a Little Weirdness 4. Be Adventurous‚ Creative‚ and Open-Minded 5. Pursue Growth and Learning 6
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Customer Service in Travel and Tourism Hilton Hotels Case Study [pic] The ‘Understanding Travel and Tourism’ case study provides useful background information about Hilton Hotels. The first three sections of this case study are based on two presentations on the theme of ‘Reach Beyond’ given to employees of Hilton Hotels UK and Ireland as part of a major staff training programme. Benefits of Good Customer Service Guests tend
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utilised within Luxury hotels in Manchester UK? Aim A critical evaluation of current and innovative technology as an operational driver for business within luxury hotels in Manchester Objectives 1. To define technology and examine the use of innovative technology within luxury hotels. 2. To critically assess the importance of technology as a key concept for business operations within luxury hotels. 3. To identify the extent to which technology is utilised within luxury hotels and the benefits
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Factors that motivate customers towards buying decision of luxury product A survey of Chinese customer in China Prepared by: Zhang Yuwen (Grace) 014201100227 Lecture by: Orlando R.Santos Subject for: Research Methodology President University Bekasi-West Jawa Indonesia Ⅰ Introduction 1.1 Background of Study For luxury product and brand in the past three decades‚ Chinese market is unprecedented booming. From Pierre Cardin dominate early‚ later Louis Vuitton Illustrious
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SERVICE MODEL GAP QUESTIONNARIE 1. Name……………………………………….. 2. Age a. Below 20 b.20 to 30 c.31 to 4o d.41 to 50 e.51 and above 3. Gender b. Male b. female 4. Marital status c. Married b. Unmarried 5. Occupation d. Business b. government job c. private jop d.non income group e. others 6. Nationality a. India b. England c. America d. French e. others 7. Income level (monthly) a. below Rs.20.000 b. Rs.21‚000 to Rs 30
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