Customer Listening Posts at a quality award winning luxury hotel

To anticipate customer/market needs and trends the Conrad Centennial Singapore, a luxury business hotel and winner of the 2007 Singapore Quality Association Award, employed a range of listening and learning tools. Inputs were gleaned from customers, team members, competitive comparisons, suppliers/vendors, and potential customers. Mechanisms employed included: 1). Satisfaction and Loyalty Tracking (SALT) - an…

BPIR Categories

1.1.7 Review customer listening & learning methods
1.3.2 Determine & provide customer contact mechanisms