Case study - Le nouveau taxi 1 workbook answer PDF

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Le nouveau taxi 1 workbook answer...

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6 ways amazone out Different client have different need: Add to cart - Buy now Build customer loyalty - feed back convert abandonment in to opotunity - Email, product ed Empower customers ( rateing system) exeptional service keep innovationg, keep improving - Prime air ( new shippin ) be customer obssed understands their needs 6 Customer Trends: - Understanding the customer (beyond understading-disney- understading customer threw wristband, emotions, - Understading you in a particular moment ( spotify – customise the music based on the moment, the destination, netflix- time to watch shows, customize - Anticipating what customers want ( looking at lifts, using tech to know what you like - face regconition - Actively adding value to the relationship (health vile, banks thrive in the future will help customers achive their goal - Augmenting the customer experience (vr – trying out product virtually) - Making the experience tangeable (retail store , interactions, music company – live concert) EX: Nike – trainer - invest in apps, track your run (cookies to the company – advertise new shoe) - try on virtual shoe

CASE STUDY: - https://youtu.be/IPipmzzou50 - https://youtu.be/moUyFyWR5y8 Main reason: more personalise service -

Children facility ( families ) Staff: attitude, respond more quickly No coffee maker ( a man ) No vegan options (a woman) More accurate information about guest  give personal life ( new guest, re attending guest )

We need to rethink our customer relations 1, How can the Al-Munir Group make guest feel ‘special’ and ‘highly valued’? - We need to show that the costumer are more important that money 2, What can the group do to A) Reward loyal customers? - They can give points and promotions that guest can Exchange for trips or free days in the hotel. B) Persuade guests who have stayed once to return? - They can giving to each guest a card with a legend ..." thank you for visit us you are more than welcomed to be back" 3, What can be done to make staff more motivated and customer-orientated in their approach to their work? - The hotel need focus in the customer- orientated because is the more important job being that they will sell and have the contact with the customer, for this reason the hotel need give them bonus or upload the salary when they sales more than the normal. 4, What questions should the management be asking in order to gather information for an accurate, up to date profile of each guest? For example: How did the guest find out about the hotel?

- What don’t they enjoy about the hotel - How would they change about the hotel - Why did they choose the hotel/What experience that makes this hotel stand out - What made them pleased about the hotel - Do they agreed on the fee range - Asking for personal details  memberships, gifts , coupons - Making survey to examine customer feedback 5, How can the group maintain its relationship with guests once they have left its hotels? - Asking for personal details  memberships, gifts , coupons. 6, What other actions can the group take to improve customers loyalty, increase the average scores in the next customer satisfaction survey and get back its four-star rating? - In my opinion the first thing to consider if we want to cement a good relationship with the customers we have to make them feel at home,give them a comfort of belonging, form a pleasing environment as customers come for different purposes ( some just want to relax, some want to be served treated like a king/queen and some just desire to have an entertainful time).

- Good basic foundation - Customer sastisfaction - Focus on the staff: involve in workshop trainning programme ( change in mentallity ) - Make sure all the staff are up to speed, helping ppl naviagte - Stay up to date with customers data base - Regular news, dev, programs, facility, kept in contact...