Procedure for receiving message on telephone and in person
paging and types of paging a guest
Handling guest room key cards
Processing of key cards
Handling guest mail
Wake up call
procedure of room change
Guest complaints and types
Customer loyalty is a customer's willingness to buy from or work with a brand again and again, and it's the result of a positive customer experience, customer satisfaction, and the value of the products or services the customer gets from the transaction.
Existing customers spend 67% more than new customers. In short, customer loyalty really pays off -- and customer loyalty programs end up paying for themselves.
Brands want to provide great customer service so customers will continue subscribing or purchasing. But customer loyalty is paramount to brands' success -- because loyal customers can grow business faster than sales and marketing.
Our Vision !!
Educaterer India is an unique combination of passion driven into a hobby which makes an awesome profession. We carve the lives of enthusiastic candidates to a perfect professional who can impress upon the mindsets of the industry, while following the established traditions, can dare to set new standards to follow. We don't want you to be the part of the crowd, rather we like to make you the reason of the crowd.
Today's Effort For A Better Tomorrow
In the service industry, definitions of service quality tend to focus on meeting customers needs and requirements and how well the service delivered meets their expectations
Each of the 5 Service Quality Dimensions makes an extra addition to the level and quality of service which the company offers their customers.
Click on the link below to watch full video on youtube :-
https://youtu.be/gbsJ9D9BL8A
Customer Relationship Management Model defines framework to manage customer relationship through stages from acquisition till retention.
CRM Model lays down strategy to develop customer relationship by focusing on :-
Customer Satisfaction
Building Customer Loyalty
Enhancing Customer experience through customized product/ service
Providing competitive advantage
Establishing strong multi-channel communication network
CRM MODELS- IDIC Model, QCI Model, Value Chain Model, 5 Forces Model.
Thank You For Watching
Subscribe To DevTech Finance
Services MarketingBy Himansu S M
MANAGING
DEMAND and CAPACITY:
Matching Demand & Capacity
Waiting Line Strategies When Demand And Capacity Can't be Matched
Waiting Line Strategies
Most waiting lines work on the principle of first come, first served. Customers tend to expect this—it's only fair, after all. In many cultures (but not all), people get very resentful if they see later arrivals being served ahead of them for no obvious reason.
An itinerary is a plan of a journey showing the route and the places that the visitor will visit. Thus, it is a schedule or timetable produced in association with a package tour. It is basically designed to identify the route, day-by-day journey format, origin, destination, and all the enroute halting points, period of halts along with accommodation, mode of travel, activities and other services offered during a visitor’s tour.
Procedure for receiving message on telephone and in person
paging and types of paging a guest
Handling guest room key cards
Processing of key cards
Handling guest mail
Wake up call
procedure of room change
Guest complaints and types
Customer loyalty is a customer's willingness to buy from or work with a brand again and again, and it's the result of a positive customer experience, customer satisfaction, and the value of the products or services the customer gets from the transaction.
Existing customers spend 67% more than new customers. In short, customer loyalty really pays off -- and customer loyalty programs end up paying for themselves.
Brands want to provide great customer service so customers will continue subscribing or purchasing. But customer loyalty is paramount to brands' success -- because loyal customers can grow business faster than sales and marketing.
Our Vision !!
Educaterer India is an unique combination of passion driven into a hobby which makes an awesome profession. We carve the lives of enthusiastic candidates to a perfect professional who can impress upon the mindsets of the industry, while following the established traditions, can dare to set new standards to follow. We don't want you to be the part of the crowd, rather we like to make you the reason of the crowd.
Today's Effort For A Better Tomorrow
In the service industry, definitions of service quality tend to focus on meeting customers needs and requirements and how well the service delivered meets their expectations
Each of the 5 Service Quality Dimensions makes an extra addition to the level and quality of service which the company offers their customers.
Click on the link below to watch full video on youtube :-
https://youtu.be/gbsJ9D9BL8A
Customer Relationship Management Model defines framework to manage customer relationship through stages from acquisition till retention.
CRM Model lays down strategy to develop customer relationship by focusing on :-
Customer Satisfaction
Building Customer Loyalty
Enhancing Customer experience through customized product/ service
Providing competitive advantage
Establishing strong multi-channel communication network
CRM MODELS- IDIC Model, QCI Model, Value Chain Model, 5 Forces Model.
Thank You For Watching
Subscribe To DevTech Finance
Services MarketingBy Himansu S M
MANAGING
DEMAND and CAPACITY:
Matching Demand & Capacity
Waiting Line Strategies When Demand And Capacity Can't be Matched
Waiting Line Strategies
Most waiting lines work on the principle of first come, first served. Customers tend to expect this—it's only fair, after all. In many cultures (but not all), people get very resentful if they see later arrivals being served ahead of them for no obvious reason.
An itinerary is a plan of a journey showing the route and the places that the visitor will visit. Thus, it is a schedule or timetable produced in association with a package tour. It is basically designed to identify the route, day-by-day journey format, origin, destination, and all the enroute halting points, period of halts along with accommodation, mode of travel, activities and other services offered during a visitor’s tour.
18 Reasons to Invest in Visual Marketing NowSnap Ireland
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Need to Convince the Boss? Snap Slides will help you make the case for more design-work in your marketing.
invest in Design with Snap in Ireland before March 31st 2016 to get our money back offer on Design : €100 Back for every €500 ex vat spent on Graphic or Web Design here http://bit.ly/SnapGraphicOffer
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As technology infuses itself into live experiences, event marketers are often left with a sea of meaningless metrics. This presentation, originally presented by Ben Grossman at EventTech 2013, outlines the three types of measurement that actually matter (ROI, KPIs and beyond), how to make marketing measurement happen and why doing it will make you a better marketer. Topics covered include measurement methodology, optimization opportunities and benchmarking.
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The goal is to identify changes that increase the chance of the what you want to occur, occurring.
Here are 15 awesome A/B testing statistics to inspire your own tests.
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Sales And Marketing Alignment: The Good, The Bad, and The UglyAltify
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Net Promoter Score - A 10 Slide IntroductionGenroe
We talk to lots of people about Net Promoter Score and there are many mis-conceptions about it. So we put together this brief introduction to answer the questions we hear most often.
Widemile and Microsoft Multivariate Testing Case StudyWidemile
A joint presentation at DMDays09 New York, showcasing a case study between Widemile and Microsoft Office Live Small Business, which through Widemile's multivariate testing platform improved Microsoft's online conversions by 40%.
The most effective way to continuously increase a website’s conversion rate UXDXConf
The key principle of a winning strategy of a design project.
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eBay Partner Network & Optimizely: Optimization Best PracticesSejal Patel
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- How to align these areas for optimization with your company goals
- How to incorporate these goals into a detailed testing plan
This is relevant for:
Digital Marketing
Product Management
User Experience
Web Analytics
E-Commerce
Sign up here for all the remaining classes of this summer:
http://pages.optimizely.com/summer-school-2015.html
Sign up for Optimizely here: https://www.optimizely.com/
This session will present a survey of advanced web analytics that will provide deeper insights into whether a strategy is working, and how to create the infrastructure to glean those insights.
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- A better approach to increase chances of redesign success
To learn more about Optimizely, find more info here: https://www.optimizely.com/
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# Internet Security: Safeguarding Your Digital World
In the contemporary digital age, the internet is a cornerstone of our daily lives. It connects us to vast amounts of information, provides platforms for communication, enables commerce, and offers endless entertainment. However, with these conveniences come significant security challenges. Internet security is essential to protect our digital identities, sensitive data, and overall online experience. This comprehensive guide explores the multifaceted world of internet security, providing insights into its importance, common threats, and effective strategies to safeguard your digital world.
## Understanding Internet Security
Internet security encompasses the measures and protocols used to protect information, devices, and networks from unauthorized access, attacks, and damage. It involves a wide range of practices designed to safeguard data confidentiality, integrity, and availability. Effective internet security is crucial for individuals, businesses, and governments alike, as cyber threats continue to evolve in complexity and scale.
### Key Components of Internet Security
1. **Confidentiality**: Ensuring that information is accessible only to those authorized to access it.
2. **Integrity**: Protecting information from being altered or tampered with by unauthorized parties.
3. **Availability**: Ensuring that authorized users have reliable access to information and resources when needed.
## Common Internet Security Threats
Cyber threats are numerous and constantly evolving. Understanding these threats is the first step in protecting against them. Some of the most common internet security threats include:
### Malware
Malware, or malicious software, is designed to harm, exploit, or otherwise compromise a device, network, or service. Common types of malware include:
- **Viruses**: Programs that attach themselves to legitimate software and replicate, spreading to other programs and files.
- **Worms**: Standalone malware that replicates itself to spread to other computers.
- **Trojan Horses**: Malicious software disguised as legitimate software.
- **Ransomware**: Malware that encrypts a user's files and demands a ransom for the decryption key.
- **Spyware**: Software that secretly monitors and collects user information.
### Phishing
Phishing is a social engineering attack that aims to steal sensitive information such as usernames, passwords, and credit card details. Attackers often masquerade as trusted entities in email or other communication channels, tricking victims into providing their information.
### Man-in-the-Middle (MitM) Attacks
MitM attacks occur when an attacker intercepts and potentially alters communication between two parties without their knowledge. This can lead to the unauthorized acquisition of sensitive information.
### Denial-of-Service (DoS) and Distributed Denial-of-Service (DDoS) Attacks
1. How to Improve your
Website Conversion
1st December 2011
Mark Patron
2. Agenda
• What people say works
• What really works
• Testing
• How to reduce basket abandonment
• Segmentation
3. Why are conversion rates so low?
• Average retail conversion rate has declined from 8.4% to
3.8% over last five years. At same time market has grown
from £30.2bn to £58.8bn
• Due to move from “online purchasing” to “online shopping”
• For multi-channel retailers little incentive to improve
conversion of online media if online results better than
offline
• Improving website conversion is complex
• And it’s a lot easier to spend more with Google…
Source: IMRG Capgemini e-Retail Sales Index
4. Conversion rate optimization ROI
• Adobe Omniture estimates that the industry spends nearly
$25 billion on getting people to a site, but only $250 million
on conversion rate optimisation (CRO). In other words for
every $100 spent on driving traffic to websites, companies
spend only $1 converting that traffic into business.
• So spending money intelligently on CRO should be a better
investment than spending more money on generating traffic...
9. Best practices carried out by organisations
40%
20% 20% 19% 19% 18% 16% 14% 13% 11%
52%
61% 57% 57% 60% 68%
63%
59%
53% 57%
9%
19% 24% 24% 21%
14% 20% 27% 34% 32%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
We do this well We need to improve
Source: Econsultancy/RedEye Conversion Rate Optimization Report 2011
10. 10
What are the biggest barriers preventing
you from improving conversion?
Technology is no longer the major barrier it was
Down 4th to 8th place
Over last 3 years down from 3rd to 7th place
Source: Econsultancy/RedEye Conversion Rate Optimization Report 2011
11. Agenda
• What people say works
• What really works
• Testing
• How to reduce basket abandonment
• Segmentation
12. How to improve website conversion
• The four variables most strongly correlated with
improved website conversion are:
Perceived control over conversion rates
A structured approach to CRO
Having someone directly responsible for CRO
Incentivising staff based on conversion rates
The challenge is becoming one of people and processes
Source: Econsultancy/RedEye Conversion Rate Optimization Report 2011
13. How to improve sales
• The top three variables most strongly correlated improved
sales are:
A structured approach to CRO…
Source: Econsultancy/RedEye Conversion Rate Optimization Report 2011
14. Do you have a structured approach to
improving conversion rates?
50%
33% 29%
15%
50%
67% 71%
85%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Large increase Small increase No change Decrease
Change in sales
Yes No
Does your organisation have a structured approach to improving
Source: Econsultancy/RedEye Conversion Rate Optimization Report 2011
15. How to improve sales
• The top three variables most strongly correlated improved
sales are:
A structured approach to CRO
Perceived control over conversion rates…
Source: Econsultancy/RedEye Conversion Rate Optimization Report 2011
16. Perceived control over conversion rates
3% 2% 2% 4%
24%
35%
44%
65%
50%
49%
44%
23%
24%
14% 10% 8%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Large increase Small increase No change Decrease
Change in sales
How much control do you feel your organisation has over conversion
rates?
No control Very little control Quite a lot of control A great deal of control
Source: Econsultancy/RedEye Conversion Rate Optimization Report 2011
17. How to improve sales
• The top three variables most strongly correlated improved
sales are:
A structured approach to CRO
Perceived control over conversion rates
Having someone directly responsible for CRO
Source: Econsultancy/RedEye Conversion Rate Optimization Report 2011
19. The more ways you use to improve
conversion the better
Companies whose conversion rates have improved over the
previous 12 months are using on average 26% more methods
to improve conversion than those companies whose
conversion rates have not improved.
Source: Econsultancy/RedEye Conversion Rate Optimization Report 2011
20. More methods also improves sales
Sales
Average number of methods
used
Large increase 4.54
Small increase 4.15
No change 3.33
Decrease 3.55
Source: Econsultancy/RedEye Conversion Rate Optimization Report 2011
21. Complimentary data helps understand
online customer behaviour
Companies with £10m+ revenues
who integrated user testing and
analytics well were twice as likely
to have seen a large increase in
sales as those that didn’t do this.
22. Agenda
• What people say works
• What really works
• Testing
• How to reduce basket abandonment
• Segmentation
24. 24
Specifically for your website, what do you
test?
Source: Econsultancy/RedEye Conversion Rate Optimization Report 2011
25. Structured approach for testing
• Brainstorm ideas for tests with 4 to 8 key stakeholders.
• Test things that will really move the dial, don’t tinker around
the edges.
• Compare like with like.
• Make sure results are statistically significant.
• Test everything and assume nothing. Testing is not there to
prove an idea works, but to assess whether it works.
• Build up a knowledgebase of what worked and what didn’t.
• Prioritizing test initiatives is the number one process issue
cited by users of online testing software…
Source: Forrester
26. 26
A simple way to prioritise tests
How valuable
High
Low Cost High
29. Core Journey Analysis
Business goals, Segmentation
Research & Data
Repository for quant & qual, design ideas
Prioritisation
Quantify, Predicted Uplift, Justification
Testing (A/B, MVT)
Test plans, Hypotheses, Design variations,
Implementation, Measuring success
Website Improvement
Increased Conversion, AOV, RPV, X-Sell, UX
Quick wins e.g.
Fixing issues
Optimising Landing
pages
X-Sell / merchandise
optimisation
Behavioural email
Document
Knowledge
Conversion Rate Optimisation (CRO) process
30. Agenda
• What people say works
• What really works
• Testing
• How to reduce basket abandonment
• Segmentation
31. Ways to reduce basket abandonment
• Have a clear value proposition
• Reduce the number of steps in your checkout process
• Include a progress indicator on each checkout page
• Provide a link back to the product
• Be transparent, provide delivery costs early in the process
• Include prompts, for example free delivery when you spend
£30
• Make it obvious what to click next
32. Ways to reduce basket abandonment (cont.)
• Make sure your pages load quickly
• Use persuasive copywriting so visitors take action
• Implement wireframe templates to finalise page look and
feel
• Offer as many payment methods as possible
• Minimize required fields in forms
• Basket abandonment email…
33. 33
How do you target consumers who abandon
shopping carts or ‘drop off’ during the buying
process?
Source: Econsultancy/RedEye Conversion Rate Optimization Report 2011
34. 34
How soon after a customer has dropped off a
sale do you target them to complete their
purchase?
Source: Econsultancy/RedEye Conversion Rate Optimization Report 2011
Test recency and frequency
36. Agenda
• What people say works
• What really works
• Testing
• How to reduce basket abandonment
• Segmentation
37. The more ways you segment the better
Companies whose conversion rates have improved
are using on average 50% more ways to segment
their visitors and customers than those companies
whose conversion rates have not improved.
Source: Econsultancy/RedEye Conversion Rate Optimization Report 2011
38. 38
In which ways do you segment your visitors
and customers?
Source: Econsultancy/RedEye Conversion Rate Optimization Report 2011
39. 39
What do you use segmentation for?
Source: Econsultancy/RedEye Conversion Rate Optimization Report 2011
41. Behavioural email results
• Evans Cycles achieves over 100% year
on year increase in email revenues
• Clifford James achieve 678% ROI
with abandoned basket email campaign
• Halfords Autocentres over 5,000% ROI
from triggered behavioural email
• Monarch Airlines abandoned booking
dynamic content behavioural email
ROI 17,257%
42. Conclusion
• Improving your website conversion is a
major opportunity to increase sales
• But it is complex
• Technology is longer the barrier
• A structured process is key
• People make the difference
43. Thank You
Download the full Econsultancy/RedEye Conversion Rate Optimization
Report 2011 at
http://econsultancy.com/reports/conversion-rate-optimization-report
Download RedEye’s white paper, A Structured Approach to Conversion
Rate Optimization at
http://www.redeye.com/events/whitepapersandreports/a-structured-
approach-to-conversion-rate-optimization/econ/
Free trial abandoned basket email at www.ondemand.redeye.com
mark.patron@redeye.com
Editor's Notes
Half of the organisations who had a large increase in sales had a structured approach to improving conversion whereas only 25% of companies that had a decrease or no change in sales had a structured approach. In other words, you are twice as likely to have a large increase in sales if you have a structured approach.
Just under three-quarters (74%) of organisations who had a large increase in sales felt they had a great deal or quite a lot of control, opposed to only a third (31%) of companies that had a decrease in sales.