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Customer Loyalty at Ritz Carlton Hotel - Essay Example

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Summary
Generally, customer loyalty is the act of attracting the right customers to buy products in high quantities frequently and bringing of more customers to your premises as he feels being part of the industry. This is done by showing them that you care, keeping in touch and giving…
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Customer Loyalty at Ritz Carlton Hotel

In his study, customer loyalty is associated will the kind of treated and services they receive. Customer loyalty is therefore seen with respect to how a customer responds to the products and services presented by the company (Lawfer 11).
In Ritz Carlton industry, customer loyalty means the creation of customer satisfaction through creation of culture where customer needs is given priority through provision of high quality of products and services and good personal services by the employees of the company. He does this by making sure that the customer is made to feel valued by the company. However, as Andreassen and Lindestad state, customer loyalty is dependent on corporate image and the disconfirmation of expectations. Therefore, a company with good corporate image which puts the interests of its customers first is likely to win customer loyalty.
In Ritz Carlton, a loyal customer has a lifetime worth of $ 1 million. According to Carflton, a loyal customer will try to sell a company to other customers luring them to it and that is why they are priced highly as opposed to a disloyal customer who will try to paint your company in a negative way.
In Ritz Carlton`s hotel, customer satisfaction if given priority as the employees are empowered to use huge amounts of money as long as their motive is to satisfy their customers and make them happy. When a customer realizes that all her needs have been catered for in the hotel, their desire to come back for more service is boosted. The management also hires only those employees who are able and knowledgeable in meeting customer demand. Customer needs are given priority through customer orientation as they are made to feel valued. The company retains its customers through provision of high quality products and services.
Ritz Carlton hotel builds customer relationships by ensuring that well trained and reputable employees are hired. The employees are trained to be customer focused and are required to ... Read More
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