Summary: Customer loyalty and engagement will lead to customer retention in hospitality, which can boost business growth. Research questions; 1.Why is customer retension necessary? 2.How to increase customer engagement? 3.How to create brand loyalty? 4.Would customer retension lead to business growth? Research objectives 1.Implementing a customer retension strategy. 2.Identify and explore retension opportunities 3.Build and foster constructive relationship with customers. 4.Enhance brand reputation 5.Understanding the future needs of customers
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I don't remember the source, but there is a research that says that it is 2.5 times more expensive to get a new customer than to keep an old one. Moreover in tourism is the WOM one of most impoftant promotional tools. You get the WOM from the existing customers.
In order for a hospitality service to flourish and grow identifying customer needs is essential. One agreed method of doing this is to develop procedures of customer retention, thereby improving your hospitality paradigms and broadening or identifying clientele.