A Research Proposal On Consumer Loyalty

The company knows the demands of the customers and they are well orientated in the service and the knowledge of the products and this is the element that makes them prosperous. Jean’s Rare Find Books belief in customer service and satisfaction enables a comfortable and peaceful atmosphere and in return produces a strong customer loyalty for the company. Customer satisfaction and customer retention externally and internally is measured by the perspective of the customers and thus implements the reason for the company’s prosperity. Customer perspective is a key factor on how the customer views the company.

In my opinion our company is relatively strong in 2 of the 4 characteristics of “analytic competitor” as described in the text. Our goal as company is to be superior in customer service and customer loyalty. To that end we have tools developed that assist everyone in the company and we are committed, from the CEO down to line-level team member, to review the same statistics used for continuous improvement. Where we lack strength is having a distinctive capability and due to some system limitations in data warehousing, we still do quite a bit of individual reporting. Prior to working for this company I worked at the Well Established Casino (WEC) organization for 10 years. I learned quite a bit about standard reporting at WEC. Digging into how things worked and what interpretations were used to categorize casino player behavior was very rewarding. While WEC was superior in bucketing and appropriately setting expectations in future customer behavior, their reporting lacked some details preventing marketing operations from quickly responding to outlier influences and climate changes in the industry. I moved onto HTC where most of the reporting was financial in nature. Having opened newer casino properties our corporate structure did not immediately embrace the need for marketing analysis to potentially improve revenue streams that were already robust enough. I came on board with HTC in late 2010 as the Regional Director of Marketing Analysis when they opened casino number two.

In order to survive in the competitive business environment organisations have to concentrate upon strengthening their consumer’s satisfaction strategies for ensuring consumer loyalty in the long run of business. In order to incorporate a long term customer retention strategy, organisations are in immediate need for assessing and unveiling the reasons and elements prior to the designing and implementation process of the consumer retention programmes. The importance of consumer loyalty could be

Net Promoter Score is becoming an increasingly popular tool used by many companies who try to assess customer loyalty. The Net Promoter Score is based from a model developed by Frederick Reichheld in the book, “The Ultimate Question” (Beyond 2). The system helps measure customer loyalty between an organization and a consumer. The Net Promoter score was designed on an 11-point scale from (0 to 10) and it separates the customers into promoters, passives and detractors (beyond 2). Promoters are people who score 9’s and 10’s on the Net Promoter Score scale. The passives are the people who are 7’s and 8’s on the Net Promoter Score scale. The detractors are the people that are from 0 to 6 on the promoter score scale. One of the main goals of

• Membership open to all customers • Clerk will swipe discount card if member forgets or does not have card • Each member receives the same discount regardless of purchase history • Firm has no information base on customer name, demographics, or purchase history • There is no targeted communications directed at members

Many companies today have come to the conclusion that customer loyalty is not effortlessly achieved since customers have so many options and alternative to choose from. Customers are the decision makers of where and when to shop. The research in this chapter will focus on what factors or elements impact customer’s loyalty. According to Harvey Thompson (2004), there are numerous factors that influence customer’s loyalty. One of these factors is the price of the products rather than the perception of value. Another factor is the attribute of the product and how well it caters to the customers wants and needs. Service is another element in which the customer measures their experience and evaluates whether they

In today’s society the need for accessibility is in demand. Society wants to be able to: (1) access all the information the internet has to offer, and (2) share this information with their friends, family, and colleagues in an environment where they can socialize with one another. Hot Tea Iced Coffee aims to provide our customers with this unique forum where they can utilize the internet for business, entertainment, and communication purposes; all while doing so in a relaxed yet social environment.

Customer service is the process of interacting with the customers and the companies to understand the customers’ demands and queries. The customer service is there for each top restaurant who wants to provide a better dining experience to their customers and to get feedbacks from them (Huemer and Setzer, 2011). The customer service helps the company or the restaurants to understand the needs and demands of its customers. By doing that, the company can retain their customers who become loyal to the restaurant after certain period of being served and thus, the restaurant wins the heart of its customers. The main objective in carrying out this research is to determine the importance of customer service process in the acquisition of customer loyalty and their retention to the restaurants in UK by taking the special reference of top two restaurants where one is Berners Tavern and another is New London Café.

Customer loyalty can be difficult to define, but it is imperative to running a successful business (Yahalom, 2010). Consequently, a challenge that every business faces when trying to resolve customer conflict is the often disconnect between the policies and practices of the business and that of what customers perceive to be important (Saddoris, 2015). In today 's highly digital world, with the click of a button and help from tools such as Twitter, Facebook and Yelp, a dissatisfied customer that feels a business is not providing quality products or services could wreak havoc on that business or its sales (Yahalom, 2010).

The purpose of this essay is to discuss how established models and theories can be implemented by management in the travel and tourism industry to develop a successful customer service strategies which in turn influence loyalty behaviour. The creation of loyal customers is the key to the growth of any business and the way to satisfy customers. It also explains the best practice for resolving potential conflict situations to maintain quality customer relationship and effective selling. Quality customer service is an asset to the growth of a company. Quality customer service is more than offering a smile, a handshake, and “have a nice day.” It is an interaction between customer and provider in which the performance of the provider meets or exceeds the customer’s expectations. The provider’s attitude and performance shape customers’ perceptions” (Spicuzza, 1992, p. 50). This essay will talk about the customer satisfaction and standards such as product knowledge and professionalism and the skills vital to a tourism workplace.

Using customer profiles to manage device displays, content and other features such as videos, images, etc.

The necessity of human is rapidly increasing, from fast food that can be served in less than 10 minutes to services like pet grooming and hotel that are now in demand with the animal lovers. These necessities of humans are allowing more and more business to be opened and would mean economy growth. Since there is a demand of these necessity, there is also demand on business and would mean competition. Marketing the product or services would be difficult to pull-off because of competition and the product and services somehow is identical to each other. The question would be how a business will retain their customer, or how would a costumer make repeat purchases and come back. The cultivation of

The satisfaction of customers would effect on a company 's success in their financial performance and customers ' loyalty. The satisfied customers mean people who are willing to purchase products, visiting the store or services repeatedly (Siu and Cheung, 2001; Raphel, 1999; Reichheld and Sasser, 1990; Srinivasan et al., 2002). Trying to understand how customers think and what make them behave in the way they do. For the convenience store industry to increase sales is how to make customer have more reason come to the store and extend their staying time. Therefore, increasing consumers’ loyalty to the store has been a directorial challenge to retailers. To gain the in-depth understanding and empirical estimation of customers loyalty behaviour

Customers play a key role in the functioning of any business. For a business to function smoothly they should ensure the satisfaction of their customers. Many

Microsoft’s mobile MSN, Pica, China Unicom’s UMS, China Netcom’s MXIM, etc. For an MNO, deploying MIM can consolidate a