This week you learned how companies build one-to-one customer relationships and

Question

This week you learned how companies build one-to-one customer relationships and provide excellent customer service. Write a paper with a plan outlining a customer relationship program for a bed & breakfast.

1.Identify your customers – Explain how you will collect customer data to identify your customers.

2.Differentiate your customers – Explain how you will differentiate between customers.

3.Interact with customers – How will you interact with customers?

4.Customize for customers – How will you behave differently towards these customers.

5.Create a loyalty program for your customers. Explain how you define who will be in your loyalty program.

Explanation / Answer

Below is the Customer Relationship Program for a bed & breakfast business -

1. Identification of customers - The customers who would prefer lodging for a night with breakfast the next morning are mostly business executives travelling places who stay for a night and leave the location the next morning. The age group would be between 25-55.

2. Differentiating customers - The customers can be differentiated based on age and income levels. Executives who are younger generally prefer medium level lodging whereas those who are older prefer high to luxury level lodging based on how the employer offers the reimbursement or based on the income level of the employee.

3. Interact with customers - Interaction with customers is possible at receiption while they check-in, while providing room service, at restaurant during dinner and breakfast and at check-out. Interaction should mostly focus on understanding customer needs and preferences, providing hospitality to impress the customer, taking feedback when the customer checks-out.

4. Customize for customers - Once the customer preferences are understood while interacting with them, the facility can provide customization of the services as per their requirements. The differentiation can be made while providing room services, offering special dishes etc.

5. Create a loyalty program for the customers - The loyalty program can be offering reward points for each night of stay at the facility which can be redeemed for a free night stay and free breakfast once the points get accumulated.

Related Questions

Navigate

• Browse (All)
• Browse T
• Subjects

Integrity-first tutoring: explanations and feedback only — we do not complete graded work. Learn more.