HTH 102 Lecture Notes - Lecture 9: Customer Satisfaction, United Club, Starbucks

• School: Ryerson University
• Department: Hospitality/Tourism
• Course: HTH 102
• Professor: Chris Gibbs

Document Summary

2 hour class customer loyalty & satisfaction (chapter 12) 1 hour class free time to work on application essay 4. All application exercise 4 due friday, november 13th @ 12:30 pm. 2 hour class complaint handling and service recovery (chapter 13) 1 hour class quiz 2 weeks 5-8. All class and reading materials from weeks 5-8. 8 possible short answer questions will be e-mailed out by end of day saturday, november 14th. It costs five times or more to acquire than retain a customer. 80% of your company"s future revenue will come from just 20% of your existing customers. A 5% increase in customer retention can increase a company"s profitability by 75% Inc. should give you plenty to think about: attracting new customers will cost your company 5 times more than keeping an existing customer. It costs five times more to acquire a customer than retain a customer. Recognize the important role customer loyalty plays in driving service firm"s profitability.