Customer Loyalty

Identify the hotel brand logo

• St.Regis

• The Oberoi

• Taj Hotels

• Westin

_____________ plays a significant role in customer loyalty.

• Customer Satisfaction

• Customer experience

• Customer feedback

• Customer retention

Which of below is NOT a significance of customer loyalty

• Repeat Purchase of Product

• Expansion of the company

• Increase the Volume of their Purchase

• Motivation to the Company

The Customer loyalty grid includes _______________

• Zone of satisfaction

  Zone of Indifference

  Zone of experience

  zone of loyalty

• Zone of indifference

  Zone of satisfaction

  zone of delight

  zone of loyalty

• Zone of difference

  Zone of sales

  zone of delight

  zone of retention

• Zone of indifference

  Zone of loyal

  zone of feedback

  zone of loyalty

Zone of satisfaction is _____________.

• (Unstated/Expected)

• (Stated/Expected)

• (Unstated/Expected)

• (Stated/Unexpected)

Factors Affecting Customer Loyalty are__________

• Customer Satisfaction

• Emotional Bond

• Perception of organization

• All of listed

In this type of loyalty, customers remain loyal to their company or organization as the cost of change or switching over to another company or organization is high.

• Monopoly

• cost of change

• cognitive

• committed

____________means customers who is highly knowledgeable and understands brand well or the company and its products or services

• Habitual loyalty

• Committed Loyalty

• Incentivised Loyalty:

• Cognitive Loyalty

Identify the hotel logo

• Shangri la

• Sheraton

• St.Regis

• Starwood

Identify the hotel brand

• Holiday Inn

• Hyatt

• Ibis

• Hilton