A Report On Thornton Hall Hotel & Spa

Today’s world competition is very strong in every kind of businesses. Every organisations must provide high quality products or services in order to survive, however their competitors also providing the same or comparable products or services. An important way to an organisation to get an edge over its competitors is to provide extra service to satisfy and delight their customers, which can retain them and also gain new customers. Therefore the achievement of customer satisfaction must be a major objective in all organisations.

According to Business Dictionary.com (2015), customer relationship management is referred to as the ‘management philosophy according to which a company’s goals can be best achieved through identification and satisfaction of the customers’ stated and unstated needs and wants’.

Customer satisfaction is the customer’s evaluation of a good or service in terms of whether it has met their needs and expectations (Vander Schee, 2016). The culture of the organization is to focus on delighting customers rather than on selling products (Lamb, Hair, & McDaniel, 2017). An example of a highly satisfied customer would be Nicole Snow, who owns a small business in Maine. One day she reached out to FedEx on social networks and asked for help in getting her supply chain set up. The team responded immediately and helped her solve the problem (“FedEx,” 2015). Here customer satisfaction is greatly shown the customers’ needs and expectations have been met by

Flanagan’s can gain customer loyalty and support by out-competing businesses that offer similar products and services. We do this through market research which will look at our competitors and look at offering something that our competitors don 't. We may be more expensive with some products, but our customer service approach and our brand ensures the customers buy from us. All the staff is regularly trained to ensure that we deliver our promise. This ensures that our staff is given their utmost and even going the extra mile to help them.

So what does this mean? From the first phone call to our last interaction with the customer we want them to feel as this has been the best experience possible. It begins with our face of the company. That could be a greeter at the front door, or our team member answering a phone call. At that initial point of contact it is our goal to invite the customer in to a friendly, knowledgeable, and accommodating atmosphere. Secondly, we want all internal customers to assist our external customers with any help or guidance they need without making them feel as if they have inconvenienced us. Listening to our customers will help improve the customer experience and lead to quicker solutions. Finally, we want our customers to not only come back, but to promote our business through word of mouth. That is where we will gain our economic advantage. It’s 5 times harder to get a new client than it is to get repeat business from an existing client (Sivers).We need to utilize all aspects of customer service to not only retain the customers we do have but also to create an experience that invites new customers to our store.

By establishing courses of action to accomplish specific goals, utilising information and data obtained through feedback will assist in identifying and acting upon the customer’s needs. These may be established through strategic or action plans that identifies the customer’s need, arranges for, and obtains resources needed to accomplish the desired goals and objectives. By collecting information and data, planning areas for improvement that will improve the final

The five-stage purchase decision process for a typical Groupon user would consist of Problem Recognition: This would be prompted by a Groupon

Therefore if customers are satisfied then it generates down to the stakeholders being satisfied. The principle adopted in this core value is going through extreme measures to keep the customers delighted, well-nourished and happy. If this goal is achieved then the customers can help spread the word bringing more success to the organization in the end where both parties gain

Happy customers are the ones that return for future purchases. Insight from them is invaluable, especially if you're trying to run a successful business and if you want to continue its growth.

My tradition includes, going to the most haunted hotel in America! My family and I stay at the Crescent Hotel and Spa every year. I’ve always loved going here, even though I used to be scared out of my pants.

This quote which came from the owner later elaborated on the idea of giving customers a special feeling of having a

To have 90% of the customers leave the store satisfied with their experience at the store.

Our customers need competitive insurance premiums, they need to be able to renew their policies and update their personal details with ease and most importantly they need help when something goes wrong and they have to lodge an insurance claim. When an insurance claim is lodged our customers need efficient and supportive administration support and fast access to well-coordinated skilled repairers.

It is imperative to satisfy customers and give them an amazing experience at the company. While it cost less to sell to existing customers and companies can increase profit by selling to the same customers; if customers are satisfied, there is more chance they will come back for more services or products. Satisfied customers are a free marketing for the company. However, it is the opposite if customers are dissatisfied. Dissatisfied customer will tell 8 to 10 people about his or her experience (O’Brien, A & Marakas, G. 2004). If by any reason, representatives see that the customer is not satisfy, they should act fast and fix the problem. Furthermore, there is more chance for sale representatives to sell to an existing customer that to a new customer. A good strategy for customer retention is to reward good customers. Companies can easily do

Kotler & Keller (2008) build on this definition, stating that customer satisfaction is determined by “the degree to which someone is happy or disappointed with the observed performance of a product in relation to his or her expectations”. Performance that is below expectations leads to a dissatisfied customer, while performance that satisfies expectations produces satisfied customers. Expectations being exceeded leads to a “very satisfied or even pleasantly surprised customer” (Kotler & Keller, 2003, p. 80).