Question

This section aims to convince the client of the importance and benefits, and outline some potential strategic outcomes, of the study.
Our client is P&O Cruises, Our goal is to identify important components which helps the cruise line to improve their customer gratitude.

• Describe three (3) key benefits for the firm to improve customer gratitude and why it is important ?

• Describe two (2) potential strategic recommendations you would make (E.g. Tangible rewards, interpersonal communication and service quality).

• State how the results of the study will be communicated to the client.

Answer 1

A) The three benefits for the P&O cruises for showing customer gratitude are :

1) Customer gratitude increase trust and loyalty among the customers for the firm :

P&O cruises by showing customer gratitude will be able to increase their trust in the eyes of customers and make them look more legitimate, customer centric and concerned. Gratitude will also increase the loyalty among employees as they will like to go where their purchase is appreciated.

2) customer commitment and satisfaction :

It will help the firm to increase the customer satisfaction by adding value through showing gratitude and giving some gifts to customers after purchase as a means to say Thank you . It will also encourage customer to repurchase from other as customers are attracted to good behavior and will thus result in increasing customer commitment.

3) Reduce customer complains and grievances :

Showing gratitude will help the customer to form a good perception about the firm therefore decreasing the chances of getting customer complains and grievances.

It is important to show gratitude to customers in order to appreciate them for choosing the firm over others and for availing its services. And customer gratitude should be even shown for just a visit, as it attracts customers to come again to the place. Customer gratitude increases the image of firm and its brand equity in tyeceyrs of customers and is very important to build customers trust and recognition.

B) The two potential strategic recommendations that I would make :

Greeting and Friendliness :

Greeting is the best way to show gratitude every time customer visits the firm , or asks for anything the employee should greet the customer with a smiling face and assist him in everything he asks for. Kindness and friendliness is very important for ensuring customer feels comfortable, appreciated and significant.

E. G saying : Have a nice day, thanks for shopping, hope to see you again, waiting for your second day visit, had good time with you, will encourage customers to visit again.

Appreciative Gifts on every purchase or service they take from firm :

Customers who avail some service should be provided a small gift while leaving, for showing gratitude which will also encourage them to revisit the firm again. For instance , giving them a free boat ride will not harm the firm. Or giving customers free voucher for discount on their next visit is the best gift that will on one hand help showing gratitude and on the other enhance revisits.

3) The result of study will be communicated to staff by preparing a report about how gratitude can enhance positive outcome and increase recognition among customers. The facts presented in reports will be spported by an analysis of firms who have also practicced gratitude and seen difference in their sales and customer retention

Thankyou.

Hope I explained well

Good luck and God bless :)

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