Customer Loyalty: Strategies for Strathboggle Visitor Centre

This report examines the critical role of customer loyalty and satisfaction in business success, focusing on the Strathboggle Visitor Centre as a case study. The report highlights the benefits of good customer care, including increased customer base, positive brand image, and employee satisfaction. It analyzes the different expectations of various customer segments, such as families and business clients, and identifies issues causing a decline in visitor numbers, including poor employee attitudes and inadequate service. The report recommends strategies to improve customer experience, such as employee training, addressing staff shortages, and enhancing technological support. It emphasizes the importance of attentive customer service, efficient reservation processes, and improved restaurant services to foster customer loyalty and drive business growth. The analysis also provides insights into the importance of understanding customer needs and providing value for money to ensure customer satisfaction and repeat business.

Engendering customer loyalty through customer
satisfaction establishing relationships and building
rapport with customers
Retaining the existing customers as well as attracting new
customers are very important for any business. At the same time
the quality and timely support that a business and its staff
provide to people who come to them for services which can be
described as good customer care is a fundamental for that.
Good customer care can explain as how the business treats its
customers before, during and after selling their product or
service. It ensures that customers have a good experience in
meeting their needs. It's not as an isolated act, but as a vision
that drives an entire business to prioritize customers. It is the
responsibility of the organization to provide a better experience
for customers by meeting their needs.
Here the Strathboggle Visitor Centre has been open for business
for over a year, but after a promising start visitor number have
been declining over the last few months making the centre less
successful than predicted. It seems the strategies appilied by the
center for good customer care service may not be worked
properly here.
Benefits to business –
Customer satisfaction is the main advantage of good customer
care. Satisfied customers will recommend the business to others,
which will help to increase the customer base of the business. The
less damage they can do to the business, the less likely they are
to leave a negative review.
It will make the goodwill of the business and help to popular
among the people. It primarily affects the building of the image of
the business as a whole. It creates a positive image if it provides
good customer service and a negative image if it provides bad or
unsatisfactory service. Such customers are loyal to the business
and prone to repeated purchases.

It creates a brand friendly customer base for the business. If the
business has a good name, it is more likely to charge a higher
price than a less recognized business and consumers will be more
willing to pay for such a product which will help to make the
business more profitable and reduce the cost.
Benefits to employees –
A work place where the satisfied customers flocked around is a
pleasant place to work where job security and satisfaction is
available. Such kind of work places create good morale to
employee which to help to do more and more developments of
the services.
Happy employees automatically create customer friendly and
caring environment. Such environments provide a good training
opportunity to the employee to get develop their skills and
ultimately help for their carrier development which is a benefit for
the organization.
Benefits to customers –
customers will meet their expectations and get satisfied with the
service. They feel comfortable and happy. Eventually they will be
recognized and valued while justifying the value for money.
2) Importance of the place
A good visitor center is a specific attraction or place of interest.
If the site has permit requirements or guided tours, the visitor
center is often the place where these are coordinated.
That place may have a wide range of clientele consist with local
customers, foreign customers, corporate and individual
customers, or business customers leisure customers etc. All
these types of customers usually expect to meet their
expectations but they are different from each other.

Families
Usually, families can be used these centers for their educational
and Leisure customers. They can be local or foreign. Depending
on the stage of life, the choices can be varied. Family needs are
multi-generational and difficult to serve.
However, identifying them and treat them accordingly is
important. The choice of young families is normally depending on
the children's activities. Arranging secured place for children,
providing children activities with special care, food menus with
special preference to children, providing educational information,
and giving information about an opportunity to protect, conserve,
and enhance recreational, natural, historical, and cultural
resources.
Kids clubs also may be one of their expectations. Younger
couples may be more interested in recreational. Elderly families
enjoy with quiet environment and relaxation. However, the
facilities and services provided here must be balanced with the
money they spent. All the families may prefer to have shops,
shopping malls closer to hotel or budget taxies available.
Business customers:
Visitors center may get some business clients who want service,
speed and convenience, emphasizing affordability. There may be
some others who want to carry out their duties comfortably,
freely while maintaining luxury and privacy without any
disturbance whom expects space for their confidential business
discussions.
Technological instruments may be another requirement if they
are planning to go for business presentations. Both of the
segments may require wifi etc. they may require quality and
timely information access. Most of them expects wake up calls,
cloth dry cleaning and pressing.
They may require safe lockers to keep locked their valuables
during their business and direct dialing with international call

facility. They expect the convenience as well as value for money
with trust. Banking facilities specially money exchanging can also
be requested.
3) Demand for the visitors Centre is currently in a declining state.
The following issues can be identified as two complaints raised by
consumers to resolve.
1. The attitudes and behaviors of the employees are
unacceptable
The staff is not friendly. Upon entry, reservations are made in
advance but it takes considerable time to fill out the form and
staff support is not sufficient. There is no one to direct to rooms
or to find out the facilities requested.
Technological support is very poor. Providing information is
lethargic. The restaurant staff is not friendly and does not take
proper care of the table setting and catering. There is no plans
to sit down together for round table discussions during the buffet
and it takes time to cater the food requested.
Train the staff to listen attentively to the customer and show
genuine interest in the matter. Understand the importance of
being customer friendly and make sure to act accordingly.
Train the staff to develop the skills and specially with the
knowledge of customer care. If there is a shortage of employees
recruit new where necessary to fulfill the requirement. Evaluate
the employee performance and reward the best in order to
motivate others.