Cultivate customer loyalty golden path.docVIP

 PAGE \* MERGEFORMAT 9 Cultivate customer loyalty golden path Loyal customers can give the hotel, any good? They are not sensitive to price, the purchasing power stronger; them an excellent reputation for the hotel, effects, enable hotels to save marketing costs; they are more willing to buy hotel recommended a new product for the hotel, other potential business income; they is willing to make recommendations to the hotel, and repeat the consumption, and enable hotels to have the ability to provide them with better services. How can foster customer loyalty then? 1, find the right customer Hotels can not meet every one of occupation and source market, I once worked at a hotel, because he had two sales, one for rooms and one for dinner. On one occasion banquet catering sales target for the completion of a township and village enterprises to attract orders for dinner that day happened to be rainy days, large numbers of suburban farmers shoed rain boots loud clamor to enter the hotel, the hotel is not only dirty light Kam shine on people on the ground, but also in the the elevator with a newly arrived Japanese tour groups crowded together. Later, the Japanese travel strongly complained that the hotel’s grades are too low, with the original sales promotion door completely do not match. As a result, the value of a hotel because it received only three million party, but lost one is expected to create more than 30 million in Japan as a series of missions. And that the township enterprises in the checkout Shihai that the banquet price is too high, too crafted dishes, is not cost-effective. Therefore, hotels must find a position in line with the hotel customers and positioned itself to avoid receiving a disproportionate number of patrons in order to better serve the target market to provide the normative source of services and enhance customer satisfaction. 2, managing customer expectations Customer evaluation of hotel services high or low depends on the expectation