a promise or guarantee intended to give confidence, a feeling of self-confidence, and in a business context, a service provided by professionals to enhance confidence in information

Customer lifetime value (CLV)

a metric that estimates the total revenue a business can expect from a single customer throughout their relationship

a business strategy that prioritizes the needs and wants of customers, focusing on providing value and a positive experience to build loyalty and satisfaction

the act of leaving a place, such as a flight's or train's scheduled departure time

the ability to understand and share the feelings of another person by stepping into their shoes and seeing the world from their perspective

explains the stages of a hotel guest's experience, typically including Pre-arrival, Arrival, Stay (or Occupancy), and Departure

marketing strategies that reward customers for repeat purchases to encourage brand loyalty

can refer to several things, most notably the American game show where contestants answer personal questions to win money, the concept of a critical interaction with a brand in marketing,

the act of using or possessing a place, and the classification of a building's use for safety and legal purposes

any actions or preparations completed before a specific event, such as booking a hotel, gathering travel documents, or preparing for an emergency

the quality of being dependable and consistent, meaning something consistently produces the same results under the same conditions

the quality of having a reaction to something or someone, especially a quick or positive reaction

the process of addressing a customer's negative experience to restore satisfaction and loyalty

a research tool and model used to measure and improve service quality by assessing the gap between customer expectations and perceptions

the quality of being perceptible by the sense of touch

the continual process of detecting and reducing or eliminating errors in manufacturing

Total quality management (TQM

an organization-wide management approach that integrates customer focus, employee involvement, and continuous improvement to achieve long-term success

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Stack #4538564

Question	Answer
Arrival	an act of arriving; a coming
Assurance	a promise or guarantee intended to give confidence, a feeling of self-confidence, and in a business context, a service provided by professionals to enhance confidence in information
Customer lifetime value (CLV)	a metric that estimates the total revenue a business can expect from a single customer throughout their relationship
Customer orientation	a business strategy that prioritizes the needs and wants of customers, focusing on providing value and a positive experience to build loyalty and satisfaction
Departure	the act of leaving a place, such as a flight's or train's scheduled departure time
Empathy	the ability to understand and share the feelings of another person by stepping into their shoes and seeing the world from their perspective
Guest Cycle	explains the stages of a hotel guest's experience, typically including Pre-arrival, Arrival, Stay (or Occupancy), and Departure
Loyalty programs	marketing strategies that reward customers for repeat purchases to encourage brand loyalty
Moment of truth	can refer to several things, most notably the American game show where contestants answer personal questions to win money, the concept of a critical interaction with a brand in marketing,
Occupancy	the act of using or possessing a place, and the classification of a building's use for safety and legal purposes
Pre-Arrival	any actions or preparations completed before a specific event, such as booking a hotel, gathering travel documents, or preparing for an emergency
Reliability	the quality of being dependable and consistent, meaning something consistently produces the same results under the same conditions
Responsiveness	the quality of having a reaction to something or someone, especially a quick or positive reaction
Service recovery	the process of addressing a customer's negative experience to restore satisfaction and loyalty
SERVQUAL	a research tool and model used to measure and improve service quality by assessing the gap between customer expectations and perceptions
Tangibility	the quality of being perceptible by the sense of touch
Total quality (TQ)	the continual process of detecting and reducing or eliminating errors in manufacturing
Total quality management (TQM	an organization-wide management approach that integrates customer focus, employee involvement, and continuous improvement to achieve long-term success

Created by: crice26

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