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Should Hotels focus more on retaining existing customers or acquiring new customers...??

Created by : Sushil Soren, Executive Manager, Hospitality Services  | 06 03 2009 08:31:54 +0000
Industry : HospitalityFunctional Area : Global Business(Strategy & Execution)
Keywords : strategies customer satisfaction hotel industry hoteliers new customers marketing for hotels customers services.existing customers
Activity:  343 views;  last activity : 07 06 2010 20:18:09 +0000

In these unstable economic conditions acquiring new customers can be expensive for any business because of advertising, promotion, and start-up operating expenses but it is cheaper to serve current customers.

What do you think should Hotels increase their market share and growth rate by increasing their brand loyal customers or should they attract new customers???????

  
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I agree that retaining existing customers are important because they have become the backbone of your revenue-generation and you need to hold on to those guys but we cannot ignore new customers too because they are the way to achieve more business and to have a constant growth...So hotels should definitely focus on attracting new customers.
By Adesh Dalvi, Marketing Executive, TAJ  06 04 2009 07:21:13 +0000
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I firmy belive that we should retain our existing guest ,that is only possible with giving best of best quality services ,moreover contant touch of higher level hotel personnel with the guest should be there .
By Mohan , Accomodation Manager , Choice Hospitality International  | 06 04 2009 07:02:40 +0000
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Please give your opinions and let's have a healthy discussion here.
By Sushil Soren, Executive Manager, Hospitality Services  | 06 03 2009 08:31:54 +0000
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Without reducing the efforts exerted in retaining the existing customers, the focus should be more on acquiring new customers. In addition to maintaining the constant growth, new customers would maintain the survivability of the business through bringing to the stage new human beings to offset those who might parish-
By Ahmed Sultan, ITC, Airline Consultant  | 06 04 2009 12:50:02 +0000
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Hi,

This is Smitha here working witha  reputed travel agency company, Rover holidays Pvt. Ltd.

Since its a recession time, I agree that we should concentrate on extending better services to our existing customers. But at the same time, its more over imp. to attract the new customer to expand the business.

Retaining our existing customer must be our motto, but we shud welcome new customers as well.

 

I hope you too agree with me

 

 
By Smitha Allen (Rover Holidays Pvt. Ltd), Tour Management Executive, Rover Holidays Pvt. Ltd  | 06 04 2009 12:28:34 +0000
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