Introduction: Founded in 1979, in Tucson Arizona, Canyon Ranch has established itself as a premier destination health resort and spa with a world leading reputation as being the early innovator in establishing desirable, personalized services that cater to the whims and needs of their customers. Through the reputation of their service model and attention to detail in offering well rounded services that pamper customers and guests of their resorts and spas, Canyon Ranch has built up a large base of highly satisfied customers through mostly word of mouth by their highly satisfied customers who’s demographic is one of high income and wanting the best in experience and customer satisfaction. As Canyon Ranch has grown and expanded over the years, it expanded operations geographically as well as through different service lines, including medical services that were offered as health and healing services. As services grew, the size of the specialized workforce at Canyon Ranch also expanded to meet the unique and personalized needs of its customers (Applegate, 2008). This growth made the task and efficiency of providing specialized services that customers had come to expect much more difficult and required repeated opportunities to gather data from their customers. Canyon Ranch was also slow to grow their technology infrastructure, lacked the ability to leverage point of sale transactional systems at the many retail locations that they maintained across their resort and spa locations. This meant relying on inefficient means for gathering necessary customer information, while increasing the cost of providing personalized services. While Canyon Ranch remained profitable during this phase of growth in their company, the opportu... ... middle of paper ... ...ay 12, 2014, from http://www.hhs.gov/ocr/privacy/index.html 4. Manyika, J. (2011, May 1). Big data: The next frontier for innovation, competition, and productivity. McKinsey & Company. Retrieved May 13, 2014, from http://www.mckinsey.com/insights/business_technology/big_data_the_next_frontier_for_innovation 5. Redington, N. (n.d.). Leveraging Your CRM Investment for Increased Customer Loyalty, Shareholder Value, by Neale Redington. HotelExecutivecom Daily Headlines. Retrieved May 12, 2014, from https://hotelexecutive.com/business_review/181/leveraging-your-crm-investment-for-increased-customer-loyalty-shareholder-value 6. Daniel, D. (2007, October 22). 10 Keys to a Successful Business Intelligence Strategy. CIO. Retrieved May 11, 2014, from http://www.cio.com/article/148000/10_Keys_to_a_Successful_Business_Intelligence_Strategy?page=2&taxonomyId=3002
More and more as healthcare facilities are linking reimbursement back to patient satisfaction, there is increased accountability to deliver an exceptional patient experience. Really, who does customer service better than Disney? Let’s tap into how applying some of Disney’s basic principles can actually boost your patient satisfaction.
In light of an evolving market, faced with new competitors, and after a careful analysis of their current customers, the Vanguard Group (hereinafter referred to as “Vanguard”) realizes it must rethink its entire marketing strategy. However, in order to protect and leverage their competitive advantage, which is their low management fees, and to optimize the loyalty that their customers continuously demonstrate toward their organization, they must now target the most profitable segment for them, and develop the best way to serve and delight these customers.
Throughout the years, our qualified and dedicated team has successfully completed projects for various individual and business clients. Our extensively trained, skilled, and experienced professionals ca...
Sallam, Rita L; Tapadinhas, Joao; Parenteau, Josh; Yuen, Daniel;Hostman, Bill (2014, February 20). Magic quadrant for business intelligence and analytics platforms. Retrieved from http://www.gartner.com/technology/reprints.do?id=1-1QLGACN&ct=140210&st=sb
The United States is nation dependent on restaurant industry, over the past 60 years the allocation of the family food dollar toward restaurants has grown from 25% in 1955 to 47% in 2012. Bubba Gump, a young restaurant company (founded in 1996), leveraged a brand based on the Forrest Gump movie (1994). Scott Barnett, President and CEO knew his brand would gain immediate recognition. In the highly competitive hospitality industry all restaurants are looking for the competitive advantage, capturing as much of the food dollar expense. In 2001, Mr. Barnett fully understood that most new brands must differentiate themselves from similar concepts by quality food, excellent customer service and consistency across all units. (Case study: Bubba Gump Shrimp Co. 2007) He facilitated a program centered on a “culture of care and concern for people”. It the late 1990’s, Bubba Gump was facing a management retention issue and was positioned for aggressive growth. The combination did not align. We will diagnose and provide an aligning strategy for reducing management and employee turnover, as well, specify career paths for management, empowering Bubba Gump Growth.
According to Lisa Arthur, big data is as powerful as a tsunami, but it’s a deluge that can be controlled. In a positive way it provides business insights and value. Big data is data that exceeds the processing capacity of conventional database systems. It is a collection of data from traditional and digital sources inside and outside a company that represents a source of ongoing discovery and analysis. The data is too big, moves to fast, or doesn’t fit the structures of the database architecture. Daily, we create 2.5 quintillion bytes of data. In the last couple years we have created 90% of data we have in the world. This data comes from many places like climate information, social media sites, pictures or videos, purchase transaction records, cell phone GPS signals, and many more places. From the beginning of recorded time through 2003 users created 5 billion gigabytes of data. 2011, the same amount was created every couple days. 2013, we created that same amount every ten minutes. Some users prefer to constrain big data into digital inputs like web behavior and social network interactions. The data doesn’t exclude traditional data that is from product transaction information, financial records and interaction channels.
Soman,D & Marand, S (2009). Managing Customer Value: One Stage at a Time.: World Scientific Publishing. p9-14.
...rs since the reward is tangible. Since 80 percent of profit comes from a small percentage of customers, programs should be developed to retain them. Companies will use resources that aren’t available to the entire customer base to ensure they are retaining their most valuable customers and offering incentives to encourage others to move up.
Through exceptional data asset leveraging in the service sector and aggressive acquisitions of their competition Harrah's Entertainment, Inc has made itself the world's largest provider of branded casino entertainment. Harrah’s CEO Gary Loveman is a former operations professor who has used information technology to create what people consider the most effective marketing organization in the service industry. Harrah’s operates fifty-three casinos, employing more that eighty five thousand workers on five continents. The secret to Harrah’s success is data. Through Harrah’s total reward card program the firm is able to collect information on almost every interaction made at their properties. Even though the program is optional, members enjoy additional benefits that non-members do not receive. This provides an incentive for casino patrons to join and receive the same white glove treatment as Gold, Diamond, and Platinum rewards members reducing the chances they may choose another destination for their gaming and entertainment needs. It also provides the firm with enough information to create a high quality and personalized experience that keeps customers coming back (Gallaugher, 2010).
The key strategy implementation efforts at Amazon all surround the use of “big data”. Big data is the growth and availability of large volumes of structured/unstructured data. The use of big data has allowed decision making based upon data and analysis instead of past experience and intuition. Big data has directed organizational change in allowing Amazon to expand from an online book store to an internet giant. Revolutionary application of big data has allowed Amazon to create superior service quality while motivating employees by providing real time information to solve customer issues. Big data has strengthened Amazon’s competitive capabilities by pioneering the application of big data and charging a monthly fee to smaller businesses
N.A. Leadership. expertise.com. Current and Future Challenges: The Chief Information Officer Mastering the power of information. Retrieved Feb 2 2011 from http://www. leadershipexpertise.com/ resources/ CIO%20Current%20 and%20Future%20 Challenges.pdf.
“The Big data phenomenon is driven by staggering and energizing advances in innovation. Exploiting these advances in the agricultural division could require new hierarchical linkages to be shaped – amongst suppliers and clients and among contenders.
Davenport, T. (2006, January). Decision Making: Competing On Analytics. Harvard Business Review. Retrieved August 8, 2011, from the EBSCO database.
In other words, their purchasing power is more focused on their need, health, and efficiency and cost effective. It is with this in mind, this writer would say that there lies a possibility for a company to cater to both its best interest and that of the consumer conjointly. Without customers, there would not be any company; therefore, a secure partnership between the company and customers would be more beneficial for both parties, in that the customers would be loyal to the company based on if they feel valued and if their needs are being met by the company. The company can foster this partnership by building a strong customer relationship management – where they have a customer-centric model in which they learn ways to enhance their product and service through feedback received from the customers. Here, both interests of the company and the customer will be