Development and Improvement of Customer Relations in the Luxury Cottages Portal Business
Mazo, Anastasia (2009)
Laurea-ammattikorkeakoulu
2009
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-200912157992
https://urn.fi/URN:NBN:fi:amk-200912157992
Tiivistelmä
The thesis’s author is employed in a company (company X) that has interest in the development of luxury cottages portal and participates in this project. This thesis describes the subject of development and improvement of customer relations in the luxury cottages portal business. The luxury cottages portal where superior level cottages will be offered for rent is going to be established. It is intended to sell portal’s services mostly to wealthy Russia customers. Different aspects of customer relationship management in this line of business are described: customer segmentation, customer satisfaction, customer loyalty, customer retention.
As in this particular business customers are needed to make the portal function profitably, different clients’ categories are researched carefully. Two types of portal’s customers are identified: the final customers (people, who can use portal’s services without any intermediaries) and the intermediaries (travel agencies that use the portal’s services and after that sell these services to their own final customers).
Research that can help to understand how to satisfy customers, obtain their loyalty and retain them is made. For each customer group different interviews’ structures and questions are used. Qualitative research method in a form of in-depth, semi-structured interviews is applied.
Different possibilities to satisfy the customers and then retain them were discovered. Alternative payment methods, promotion of the portal to obtain the trust of the customers, bonus and discount systems, and check of cottages’ quality can be applied to develop successful customer relations.
As in this particular business customers are needed to make the portal function profitably, different clients’ categories are researched carefully. Two types of portal’s customers are identified: the final customers (people, who can use portal’s services without any intermediaries) and the intermediaries (travel agencies that use the portal’s services and after that sell these services to their own final customers).
Research that can help to understand how to satisfy customers, obtain their loyalty and retain them is made. For each customer group different interviews’ structures and questions are used. Qualitative research method in a form of in-depth, semi-structured interviews is applied.
Different possibilities to satisfy the customers and then retain them were discovered. Alternative payment methods, promotion of the portal to obtain the trust of the customers, bonus and discount systems, and check of cottages’ quality can be applied to develop successful customer relations.