customer lifetime value

defined as the total revenue or profit generated by a customer over the entire course of their relationship with a business.

. A CRM gathers customer interactions across all channels in one place.

the ability to understand and share the feelings of another

is a marketing strategy designed to encourage customers to continue shopping at or using the services of a business by offering incentives such as discounts, rewards points, or free merchandise.

a time when a person or thing is tested, a decision has to be made, or a crisis has to be faced

the action or fact of occupying a place

preparations made before an arrival.

the quality of being trustworthy or of performing consistently well

the quality of reacting quickly and positively

an organization's resolution of problems from dissatisfied customers, converting those customers into loyal customers.

The goal is to identify gaps between what customers expect and what they actually perceive, allowing businesses to improve service delivery and customer satisfaction

the quality of having physical substance and being capable of being touched, felt, or perceived by the senses, such as a tangible object

a business philosophy and management approach focused on achieving long-term success through customer satisfaction by involving all employees in a continuous process of improving quality, products, and services

a continuous improvement-focused management philosophy that involves everyone in an organization in a unified effort to enhance quality of products, services, and processes to achieve long-term success and customer satisfaction

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chapter 3 travel

delivering quality tourism service

Term	Definition
arrival	the action of someone arriving somewhere
assurance	a positive declarations intending to give confidence
customer lifetime value	defined as the total revenue or profit generated by a customer over the entire course of their relationship with a business.
CRM	. A CRM gathers customer interactions across all channels in one place.
departure	leaving somehwere
empathy	the ability to understand and share the feelings of another
quest cycle	on an adventure
loyalty programs	is a marketing strategy designed to encourage customers to continue shopping at or using the services of a business by offering incentives such as discounts, rewards points, or free merchandise.
moment of truth	a time when a person or thing is tested, a decision has to be made, or a crisis has to be faced
occupancy	the action or fact of occupying a place
pre arrival	preparations made before an arrival.
reliability	the quality of being trustworthy or of performing consistently well
responsiveness	the quality of reacting quickly and positively
service recovery	an organization's resolution of problems from dissatisfied customers, converting those customers into loyal customers.
SERVQUAL	The goal is to identify gaps between what customers expect and what they actually perceive, allowing businesses to improve service delivery and customer satisfaction
tangibility	the quality of having physical substance and being capable of being touched, felt, or perceived by the senses, such as a tangible object
TQ	a business philosophy and management approach focused on achieving long-term success through customer satisfaction by involving all employees in a continuous process of improving quality, products, and services
TQM	a continuous improvement-focused management philosophy that involves everyone in an organization in a unified effort to enhance quality of products, services, and processes to achieve long-term success and customer satisfaction

Created by: Mollymakayla

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