Exceeding Customer Expectations by Paying Attention to Details
DUE:
Jun 4 11:59 pm EDT.
Value
15%.
Assignment Instructions:
Think of many examples from each of these industries – hotels, restaurants, airlines, and tourism – and choose companies within each of these industries and tell us what each company is doing to Exceed the Expectations of their Customers. Brainstorm as many companies and examples in each of those industries as you can, and I suggest writing them all down where you can review them.
***USE EXAMPLES OF WHAT THESE COMPANIES ARE ALREADY DOING – You can research this online.
Of all the examples you have written down in your brainstorming, select 10 of them (be sure you have selected examples and companies from each of the above industries) that are practical and currently being done by the Service Provider. For example, a particular hotel offers a guest a package of maps and brochures for key attractions in the area in order to assist the guest on where to go and what to see. Yes, guests can get this information online too, but people still enjoy using actual physical maps and hard copies of helpful information. Or a particular hotel offers the guest the opportunity to monitor the temperature control through their smart phones, so the room is not too hot or cold when they return. Or a particular airline is offering a Buy One – Get One at 50% off fare. Or a particular theme park is offering the opportunity to bypass the lineups for certain rides with the purchase of a Quick-Ride Pass.
Use the excel document above to list your 10 Example answers and the companies providing them. (10 marks)
In addition, for each of the 10 Examples you have listed , indicate by marking an X in the box as to whether they belong to Value, Information, Convenience or Time. (2.5 marks) *An item can belong to more than one category*.
Also, for each of the 10 Examples you have listed on the excel document, detail why do you think that example will exceed the expectations of the customer? (2.5 marks)
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