Benefits of Customer Relationship Management

Benefits of Customer Relationship ManagementWhen organizations attain a high degree of brand recognition and a reputation for providing quality products and services at a competitive price, while going above and beyond their customers’ expectations, they are typically rewarded with customer loyalty and repeat and referral business.

According to a J.D. Powers and Associates North American Hotel Guest Satisfaction Index Study, “The highest-performing hotel brands differentiate themselves by meeting customer expectations consistently, whether it’s a guest’s first stay with the brand or their fiftieth. . . . By setting and maintaining high brand standards, hotels build a reputation for reliability, which breeds customer loyalty.”

Extracted from Customer Service Skills for Success by Robert W. Lucas, McGraw-Hill Higher Education, 2015.

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Bob Lucas has been a trainer, presenter and adult educator for over four decades. He who has written hundreds of articles on training, writing, self-publishing and workplace learning skills and issues. He is also an award-winning author who has written thirty-three books on topics such as, customer service, brain based learning and creative training strategies, interpersonal communication, diversity, and supervisory skills. Additionally, he has contributed articles, chapters and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.
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