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The Effects of Customer-Centric Marketing on Sustainable Customers' Centricity and Satisfaction in the Egyptian Hotels
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The Effects of Customer-Centric Marketing on Sustainable Customers' Centricity and Satisfaction in the Egyptian Hotels
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Journal Article
The Effects of Customer-Centric Marketing on Sustainable Customers' Centricity and Satisfaction in the Egyptian Hotels
2022
Overview
The Egyptian hotels have to protect and increase market share through creating customers' satisfaction through effective Customer-Centric Marketing \"CCM\" strategies such as permitting customers to customize their own services to their personal needs and requirements using electronic tools, personalizing communications and marketing to each individual customer. Customers' satisfaction is particularly important for hotels today. The study aims to clarify the effects of CCM on sustainable customers' satisfaction in the Egyptian hotels. Results showed that Egyptian hotels need more care regarding hotel loyalty programs; Hotels needs more care regarding improve the customers' satisfaction. Hotel should give the guest individual attention. The hospitality services should meet and exceed guest expectations. The Egyptian hotels need the relevant, adequate and timely information about the different facets of their customers to be able to customize the products and services to respond to their specific needs. The majority of the respondents think CCM practices by the hotel plays a major role in influencing your choice for this hotel. Recommendations: CCM and Customer' satisfaction should be the core priorities of the CCM practices; Guest' needs, requirements, desires, and centrality should be the first priorities of applying CCM practice; Identifying the factors and elements that would increase customer' satisfaction through CCM programs; Hotel has to have quick response for any negative feedback in order to maintain good CCM with their guests; Utilizing available technology to enhance aspects and strategies of CCM by taking care to provide information about clients.
Publisher
المعهد العالي للدراسات النوعية
Subject
