Conclusion: Hotel and Customer Loyalty

Topics: Hotel, Marketing, Brand Pages: 6 (1838 words) Published: November 30, 2012
According to my research, brand image as direct affect customer loyalty. As a five-star hotel have a good brand image is important for customer loyalty and long-term business. Brand image also affect customer loyalty through use customer satisfaction as the medium. If you are selling to people who are willing to pay a premium price for choose your hotel, you have to have a quality in you brand. Without a hotel brand image which in some way you will get the wrong customers or in the extreme case, no customer and this will lead to you making no money and therefore no profits. After my research have clearly relationship between hotel brand image and customer loyalty. Here I will give some recommendations to hotel.

The way to improve hotel brand image
Hotel should pay more attention to customer’s perceived value as they would like to get affordable price, quality service for the product and service they pay for. To attract more customers, hotel can have regular VIP or member customer’s appreciation activity. Hotel also can have advertising campaigns with a consistent theme. Brand image is not fixed in customer’s heart. It is changed every times, such as this time stay in this hotel have new feeling of brand image take over before brand image in customer’s heart. Thus, it still has some ways to improve hotel brand image.

1, First impressions which hotel give customer is important. The hotel has prominent logo with fresh color and sample design. When customers fist time see that can easy to memories. As simply speaking, human nature dictate that people will often substantiate their first decision or impression by focusing on the positives and even overriding or blocking out any negative points. Hotel needs customer fist time to confirm their brand image. Hotel brand image should be based on what their customer expects. Hotel brand shout speak to their market in a way that they like to be spoken to. Hotel need to define their brand fonts, color, and logo shape appears. For example the Shangri-la hotel, they said that Our 'S' logo, which resembles uniquely Asian architectural forms, suggests majestic mountains reflected in the waters of a tranquil lake”. All these little things together will create a highly successful brand image for a five-star hotel.

2. Brand values are very important to improve a brand image. Creating a predefined set of values is extremely important in getting hotel brand to work. Decide which values apply first and foremost to hotel business. For Shangri-la hotel, they give the slogan is “a luxurious sanctuary for the discerning traveler”. For this sentence, not only give a promise to their customer, but also as a standard for hotel staffs. These also can instantly be able to convey to your clients how hotel operate. It will be a useful way for hotel to improve their brand image.

3. The aim to highlight the benefit such hotel can provide quality service to customer and put it on the forefront of any marketing. This is what they’re most interested in. How will spending money with hotel benefit. According to research data analysis shows that customer think the most importance element when they choose a five-star hotels is product quality. Then hotel should highlight their quality at any marketing activity and advertisement. This means that hotel have set out why customers should choose your hotel and therefore why customers shout pay your price.

4. Hotel can share their business growing with their customer. They can put the hotel growing history in their web side. The time will come where hotel business grows to a size where hotel brand image no longer accurately reflects and how much customer have stayed in this hotel, how long time the brand have created. At this point it’s worth looking at re-branding. It can get customer approved. Let customer feel that he joins the hotel growing and feel kind with your hotel brand image.

5. Differentiate yourself from your competitors....
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