1. Customer Satisfaction in the Automotive Industry Prepared by: 1.Mouawia Al Lababidi 2.Carlos Castro 3.Colin Chirairo4.Aundrea Cozzo 5.Tomasz Gerula 6. Natalia Kudelina 7. Tudor Opris8.Nataliya Penkova 9. Migiwa Sakurai 10. Nicholas Thomson

3. Customer Satisfaction in Hospitality Industry

4. Brand Expectations

5. Hotel Group Analysis/

6. Recommendations

9. Brand value and customer satisfaction gap

10. Aim

11. To increase the total car purchase and service experience

13. Creating value through service

15. Efficiency of Employees

16. Price

17. Special Value/Adding Services

18. Quality of Product

19. Image/Brand-Named RecognitionRemarkable growth of the online travel marketplace. ! 75% of adults in the US – TIA doing travel research

20. Direct vs. Indirect Online Distribution Online travel adoption rate (PhoCusWright 2007)

21. Companies’ Focus "To become the world's leading consumer company for automotive products and services.” "To sustain profitable growth by providing the best customer experience and dealer support.” “Four Seasons is dedicated to perfecting the travel experience through continuous innovation and the highest standards of hospitality. From elegant surroundings of the finest quality, to caring, highly personalized 24-hour service,Four Seasons embodies a true home away from home for those who know and appreciate the best. The deeply instilled Four Seasons culture Is personifiedin its employees ﾐpeople who share a single focus and are inspired to offer great service.”

23. 82 properties

25. Strong Premium Brand

26. Personal service

27. Excellent Experience

29. Service Consistency = Advantage

31. Personal touch

32. Listen to customers

33. Go above and beyond for the guest

35. Adopted differentiation focus strategy

36. “Software” rather than “hardware”

38. Intangible (hospitality)

40. 21% growth rate per yr.

41. Hiring process

42. 4 interview process,

43. attitude and behavior

44. Management programs  recruit from top colleges

45. Training

46. probationary period

47. improvisational training

48. Orientation, ongoing training (Kusluvan, S. p.439)

49. Retain employees

50. Self fulfilling prophecy

51. Incentives and benefits

52. Free room nights

53. Employee discounts

55. Facilities & Amenities

56. Procedures

57. Flexibility (Culture), adaptation

58. Incentive & Development ProgramsRotman University, Toronto, 2007

60. Involve your employees and convey your corporate culture

61. Be customer oriented rather than profit oriented

62. Achieve consistency of services and make recent checks

64. Conclusion

65. Customer Satisfaction in the Automotive Industry Prepared by: 1.Mouawia Al Lababidi 2.Carlos Castro 3.Colin Chirairo4.Aundrea Cozzo 5.Tomasz Gerula 6. Natalia Kudelina 7. Tudor Opris8.Nataliya Penkova 9. Migiwa Sakurai 10. Nicholas Thomson

67. CNNMoney.com

68. Customer Relationship Management (n.d.). Retrieved November 19, 2008 from the http://www.answers.com/topic/customer-relationship-management.

69. http://www.fourseasons.com/employment/hotel_divisions

70. Managing Employee Attitudes and Behaviors in the Tourism and Hospitality Industry(Kusluvan, S. p.439).

71. Ryals, L. (n.d.). Retrieved Novemeber 19, 2008 from the https://www.som.cranfield.ac.uk/som/news/manfocus/downloads/crm.doc