MGMT385 U5IP Measurement and Continuous Improvement
Customer Satisfaction and Retention
Introduction
Begin with an introduction paragraph to introduce the topics that you will cover in your paper. Use 12-pt. Times New Roman, double-space, and indent each paragraph throughout your assignment. Each paragraph should include a topic sentence, at least 2 qualifier sentences, and a transition, for a total of 4 sentences. Use APA in-text citations where your references are used. Do not change the document margins. The assignment should be 3–5 pages (plus a title page and a reference page).
Enhancing Customer Satisfaction and Retention in Hospitality
Customer loyalty is emotional rather than rational. Satisfying customers is not enough to earn loyalty. A customer must experience exceptional service worthy of repeat business. From a customer’s perspective or what you read, why has the large superstore flourished in customer service where other retailers have not?
Type your response here.
When there is an exchange of money for products or service, trust plays an essential role. Customers remain loyal to companies that make them feel like they made a good decision to use them. What has the large superstore learned about the role of trust in creating customer loyalty?
Type your response here.
Enhancing customer satisfaction plays a key role in retaining customers. How could an organization enhance customer satisfaction to retain customers?
Type your response here.
Conclusion
End with a conclusion paragraph that summarizes the main points of your paper. Be sure to proofread your assignment for organization, grammar, punctuation, and APA style.
References
On a separate page at the end of your document, cite 1–3 sources in APA format. The following are some examples of references cited in APA format:
Clifford, C. (2020, March 9). From chatty employees to $5 wine: How Trader Joe’s turns customers into fanatics. CNBC. https://www.cnbc.com/2020/03/09/psychology-behind-how-trader-joes-became-a-favorite-grocery-store.html
Hyken, S. (2019, April 21). How to turn satisfied customers into loyal customers. Forbes. https://www.forbes.com/sites/shephyken/2019/04/21/how-to-turn-satisfied-customers-into-loyal-customers/?sh=d181ed32d3f4
Lucas, R. W. (2019). Customer service skills for success (7th ed.). McGraw Hill.
TEDx Talks. (2018a, March 5). I was seduced by exceptional customer service | John Boccuzzi, Jr. | TEDxBryantU [Video]. YouTube. https://youtu.be/GH1TXfQSwUQ
TEDx Talks. (2018b, May 5). Service isn’t same as hospitality | Anna Dolce | TEDxBend [Video]. YouTube. https://youtu.be/qkU3uwWyAn8
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Customer Satisfaction and Retention are important metrics to measure.
Introduction
Introduce the topics that you will be covering in your paper with an introduction paragraph that is no more than a few sentences long. Throughout your assignment, use 12-point Times New Roman font, double-space, and indent each paragraph as needed. There should be a topic sentence, at least two qualifier sentences, and a transition in each paragraph, for a total of four sentences in each paragraph. In-text citations should be formatted according to the American Psychological Association style. Do not alter the document’s margins in any way. The assignment should be three to five pages in length (plus a title page and a reference page).
Customer Satisfaction and Retention in the Hospitality Industry: A Case Study
Customer loyalty is primarily an emotional rather than a rational decision. It is not enough to simply satisfy customers in order to earn their loyalty. A customer must be provided with exceptional service in order to earn their business again. Why has the large superstore thrived in customer service where other retailers have failed, whether from a customer’s perspective or based on what you’ve heard?
Fill in the blanks with your response.
When money is exchanged for goods or services, trust is a critical component of the transaction. Customers remain loyal to businesses that make them feel as though they made a wise decision in choosing to do business with them. When it comes to building customer loyalty, what has the large superstore learned about the importance of building trust?
Fill in the blanks with your response.
The ability to increase customer satisfaction is critical in order to retain customers. What measures could an organization take to improve customer satisfaction in order to retain customers?
Fill in the blanks with your response.
Conclusion
A conclusion paragraph that summarizes the main points of your paper should be included at the end of your paper. Proofread your assignment to ensure that it is well-organized and adheres to proper grammar, punctuation, and APA style.
References
At the end of your document, on a separate page, list 1–3 sources in the APA format that you used. The following are some examples of references cited in APA format that you might find useful.
Clifford, C., et al (2020, March 9). From friendly employees to $5 bottles of wine, here’s how Trader Joe’s turns customers into devotees. CNBC. https://www.cnbc.com/2020/03/09/psychology-behind-how-trader-joes-became-a-favorite-grocery-store.html
S. Hyken’s et al (2019, April 21). How to convert satisfied customers into long-term customers.. Forbes. https://www.forbes.com/sites/shephyken/2019/04/21/how-to-turn-satisfied-customers-into-loyal-customers/?sh=d181ed32d3f4 “How to Turn Satisfied Customers into Loyal Customers.”
R. W. Lucas, R. W. Lucas et al (2019). Customer service abilities are necessary for success (7th ed.). McGraw-Hill Education.
TEDx Talks are short talks that are delivered in front of an audience of a few hundred people. (2018a, 5th of March). | John Boccuzzi, Jr. | TEDxBryantU [Video] | I was seduced by exceptional customer service YouTube. https://youtu.be/GH1TXfQSwUQ
TEDx Talks are short talks that are delivered in front of an audience of a few hundred people (2018b, May 5). Service and hospitality are not the same thing | Anna Dolce | TEDxBend [Video]. YouTube. https://youtu.be/qkU3uwWyAn8
