• Share
  • Email
  • Embed
  • Like
  • Save
  • Private Content
1 Loyalty  Beyond  Reason  F T P  E N G
 

1 Loyalty Beyond Reason F T P E N G

on

  • 1,956 views

 

Statistics

Views

Total Views
1,956
Views on SlideShare
1,956
Embed Views
0

Actions

Likes
0
Downloads
27
Comments
0

0 Embeds 0

No embeds

Accessibility

Categories

Upload Details

Uploaded via as Microsoft PowerPoint

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

1 Loyalty  Beyond  Reason  F T P  E N G 1 Loyalty Beyond Reason F T P E N G Presentation Transcript

  • Welcome BEM-VINDO 欢迎 BENVENUE TERVETULOA BIENVENU WILLKOMMEN BENVENUTO 환영합니다 مرحباً CHAØO MÖØNG CAÙC BAÏN ようこそ WELCOME BENVENUTI VÄLKOMMEN MALIGAYANG PAGDATING ยินดีต้อนรับ خوش آمدید SELAMAT DATANG
  • Four Points by Sheraton Loyalty Beyond Reason
    • Loyalty Beyond Reason
    • Brand Excellence
    • Service Profit Chain
    • The Four Points by Sheraton Guest
    • Human Truths
    • We Delight
    • Four Points by Sheraton Positioning
    • Four Points by Sheraton Core Values
    • Everything Communicates
    • Lasting Impressions
    • Associate Success Profile
    The Four Points by Sheraton Experience Culture Program Overview
  • The Four Points by Sheraton Experience Culture Program Overview
    • Everything Communicates
    • People, Place, Process
    • Everything Communicates
    • Transaction vs. Interaction
    • Simply Good Stays
    • Trip Personas
    • Needs, Wants, and Expectations
    • Power of Consistent Behaviors
    • Exceeding Expectations
    • Emotional Connections
    • Emotional Intelligence
    • Emotional Bank Accounts
    • Emotions and Feedback
    • What’s My Style?
    • Social Styles Self-evaluation
    • Understand, Respect and Value Differences
    • Social Styles and Relationships
    The Four Points by Sheraton Experience Culture Program Overview
    • Possibilities
    • Service Netting
    • Recognizing Opportunities
    • Emotions and the Guest Experience
    • Creating Service Heroes
    • Honest Solutions
    • Cost of a Broken Promise
    • Service Recovery
    • Service Solutions
    • The Delightful Guest Experience
    The Four Points by Sheraton Experience Culture Program Overview
  • Leading The Four Points by Sheraton Brand Culture Program Overview
    • Building a Culture of Performance
    • Communication & Performance
    • Driving Performance and the Associate Success Profile
    • Reinforcing Performance Daily (Toolkit)
    • Building a Culture of Accountability
    • Accountability Moments of Truth
    • Creating a Strategy for Accountability
    • Giving and Receiving Feedback
  • Leading The Four Points by Sheraton Brand Culture Program Overview
    • Building a Culture of Trust
    • Importance of Trust and Credibility
    • Building our Trust and Credibility
    • Emotional Intelligence
    • Building a Culture of Collaboration
    • Collaboration and Service Delivery
    • Ingredients of Collaboration
    • Collaboration in Practice
  • Introductions
    • Name
    • Role
    • What brand are you emotionally connected to?
    • Why?
  • Loyalty Beyond Reason Agenda
    • Brand excellence
    • Guest loyalty
    • The typical Four Points by Sheraton guest
    • The human truths
    • Reflection & call-to-action
  • Our Story
    • Four Points by Sheraton was born in 1995 as a sister brand of Sheraton Hotels. Like most little sisters, we do things differently than our older sister. The result? We’re a distinctly different brand. With a different level of services and amenities.
    • Different is good.
    Possibilities: 3
  • The Pinwheel
    • We love pinwheels. They’re simple. Fun. Playful. They remind us of freewheeling, carefree times. When simple, honest things made our lives more fun.
    • Fun the way it was when you competed against your older brother trying to get all 50 states’ license plates. Or playing "I Spy with My Little Eye". Back when all you needed for simple, spirited fun was a simple toy and a little breath of wind.
    Possibilities: 3
  • The Pinwheel
    • And truth is, those times are still here. That's why we use the pinwheel in our logo.
    • In a glance it tells you everything you need to know about Four Points: we’re simple, honest, fun.
    • And at the end of your journey, it’s proof that travel is still a source of delight and fun.
    • Like a pinwheel.
    Possibilities: 3
  • Our Property
    • Upcoming multi-million
    • dollar renovation
    • Indoor Pool, hot tub, business center
    • Excellent family environment
    • What else?
    Possibilities: 4
  • A Brand is a Promise – A Product is Physical
    • A brand is not a product, a sign or a logo
    • A brand is:
      • The feeling that you get when you use the product
      • The experience it provides you
      • Loyalty beyond reason
    Possibilities: 6
  • World Class Brands Possibilities: 6
  • Why is Loyalty Important? Possibilities: 6
  • Four Factors that Drive Brand Loyalty
    • Deliver product quality and consistency
    • Execute excellence along the entire experience
    • Personalize guest service
    • Connect emotionally to guests
    Possibilities: 7
  • Service Profit Chain Associate Excellence Highly Satisfied Guests Loyalty/ Long-term Profitability The Leader In Me Possibilities: 8
  • Guest Loyalty Drives Financial Performance Possibilities: 8
  • Engaged Associates Drive Guest Loyalty Possibilities: 8
    • Demographics
    • Psychographics
    Understanding our Guests Possibilities: 10
  • The Typical Four Points by Sheraton Guest
    • age:
    • gender:
      • household income:
      • % college graduates:
      • have children under 18 living at home:
      • length of stay:
      • Number of stays per year
      • avg. spend per night:
    • 46 years old
    • Male: 60% / Female: 40%
    • $147,200 per yr.
    • 71%
    • 35%
    • 1.8 days
    • 6
    • Business: $142 / Leisure: $133
    *2005 bwcb research data – nad/lad Possibilities: 10
  • Activity Preference b. Watching Television c. Exercising/Walking d. Going Out to Eat 70% 58% 51% 74% a. Visiting Family & Friends *2005 bwcb research data – nad/lad Possibilities: 11
  • Dining Preference
    • a. Asian
    b. Italian c. French d. Seafood 32% 57% 26% 55% *2005 bwcb research data – nad/lad Possibilities: 11
  • Automobile Preference
    • a. Ford
    b. Toyota c. Honda d. Mercedes 24% 20% 18% 2% *2005 bwcb research data – nad/lad Possibilities: 11
  • Shopping Preference b. IKEA c. Home Depot d. Bed, Bath & Beyond 20% 29% 58% 54% a. Ralph Lauren *2005 bwcb research data – nad/lad Possibilities: 11
  • Magazine/Reading Preference
    • a. Sports
    b. Business c. Travel d. News 16% 19% 15% 24% *2005 bwcb research data – nad/lad Possibilities: 11
  • The Human Truths
    • we need to be understood
    • we want to belong
    • we long to feel special
    • we crave more control over our lives
    • we dream of reaching our potential
    Possibilities: 12
  • We Need to be Understood
    • “If I’m not going to spend a lot of time in the hotel, I’m not going to spend a lot of money for that room.”
    • “This is my home for the evening and I want you to address my needs.”
    Possibilities: 12
  • We Want to Belong
    • “I like the hotels that remember you, where the staff greets you. It feels good, welcoming, and inviting.”
    • “Then there’s the excitement about seeing new places. Or if I’m going to New York, it’s something about seeing old friends.”
    Possibilities: 12
  • We Long to Feel Special
    • “My first emotion is one of depression at being in yet another queue to check in at the airport, at being in another airport lounge that looks like every airport lounge in the world, at being cramped in airplanes.”
    • “I like when the guy knows you – when they know you’re coming. It’s not that big a deal, but it’s the little extras. Glad to get the newspaper at his doorstep.”
    Possibilities: 12
  • We Crave More Control over our Lives
    • “They should try to suit me, and not make me to try and suit them.”
    • “Why was the business center closed on Sunday? I was working!”
    • “The gym was small but open 24 hours – I thought to myself,
    • ‘Now, that makes sense.’”
    Possibilities: 12
  • We Dream of Reaching our Potential
    • “I owe it to myself.”
    • “When I book meetings at a Four Points by Sheraton, I know that it will go flawlessly and my boss will look good – within budget and well done. I can count on them.”
    Possibilities: 12
  • What our Associates are Saying * Based on 2004 Global StarVoice Data Analysis
  • The Human Truths Possibilities: 14
  • Reflection & Call-to-action Possibilities: 16-17
  • Thank You GRAZIE 谢谢 XIN CAÛM ÔN MERCI OBRIGADO DANKE SCHÖN GRACIAS 감사합니다 XIN CAÛM ÔN ありがとうございました THANK YOU MERCI OBRIGADO TERIMA KASIH GRACIAS ขอบคุณ شكرا لكم TERIMA KASIH