Explain customer satisfaction and retention strategies.
Scenario
You have been asked by
management
of a
four star
hotel to lead a project team whose focus will be defining the customer’s experience and develop tools to measure customer service satisfaction. You have also been tasked with developing a Customer Loyalty Reward program that is easily managed and supports the goals of the hotel.
Instructions
You have been asked by leadership to research information on customer service and retention to create a report that will include the following points:
-
Define how the customer’s experience of the hotel impacts retention strategies.
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Create three questions for a customer comment card that the customer will complete that convey their service experience.
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Explain why these three questions are important to collecting customer satisfaction feedback.
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Discuss the importance of a Customer Loyalty Rewards program.
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What key points should be included in the brochure that supports the hotel’s goals for customer satisfaction support and retention strategy?
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