Hilton Hotel

These things that I learned at farthest slighton 1)Product and service difference Basically Products ar tangible and services ar intangible. For example Apple Iphone, Coffe mocha at Starbucks are products,but healthy services sector,home repair service,wireless communication,trip to somewhere they dont result ownership of anything. 2)Customer vs. featurer Customer and consumer are not same things. For examplemother pervert napkin for her baby and then baby consume it in this situation baby is a consumer, mother is a customer . )Sales dont mean to marketing. Sales palm just selling but marketing process makes the wide-eyed strategy. Selling and advertising are just part of larger marketing mix marketers purpose satisfying customer needs. 4)Consumer BehaviorThe behavior that consumers viewing in searching for purchasing,using,evaulating and disposing of products and services that they expect will satisfy their needs. When ? decide to buy innovative product what factors in fluence on me?A)External factorscultural,social,family roles&status,reference groups B)Internal factorspsychological factors(motivation,perception,learning,belief and attitudes) * Consumer behavior includes all the decisions a consumer makes when spending their time and money. The what,why,when,where,and how of consumer purchases are examined. 5)Two consumer entities Personal consumerthe individual who buys goods &services for his or her own use for household use. Organizational consumerBusiness,government Marketing pattern Production orientationcompany wanted efficient production lines ,not focalisationed product variation.Sales Orientationoverproduction,excess product Marketing conceptfocus on customer,expectations of customer,marketers become more sophisticated in understanding the consumer and delivering products that play their need. Societal Marketing ConceptConsider consumers long run best interest,in this concept marketers are consciousof ostracize effect health,environm ent. * Fair trade trying to give support manufacturer,especially poor companies such as Africa Endonesia. memberation, calculateing,positioningSegmentshare simialr meet and expectations and enables marketers to target consumers.Divide the total market into smaller segments. (segmentation) Types of segmentationgeographic,demographic(age gender,family size,family life-cycle Marketing mix The dumbfound of tactical marketing tool. 4P=PRODUCT,PLACE,PROMOTION,PRICE. P roductgoods&services combination. Placeincludes company activities that make the product available to target consumers. for exampleusing social networks,internet stores. Promotionactivities that malke product availableto target customers,and persuade. (public relation,advertisement,selling process. Customer setPerceived value is relative and subjective.Developing a value proposition(unique selling proposition) is critical in attaining successful positioning of a broad Customer trust Recommendation,word of mouth influence on customers,newspaper,websites Customer retentionloyal customerbuy more products, are less price sensitive Customer profitibality-focused marketing BCG growth-share matrix=each produsct hs assorted contribution(star,question mark,cash cow,dog) Platinum- heavy user,not price sensitive Gold-heavy user but not as profitable Iron Lead-like dogs in bcg approaches SEYMA TEMEL-135710019Hilton HotelNews Brief Hilton Hotels tops in customer satisfaction http//planyourmeetings. com/2006/06/01/hilton-hotels-tops-in-customer-satisfaction/ By Kristi Casey Sanders Published June 1, 2006 Hilton Hotels Corporation leads the hotel persistence in customer satisfaction, according to the latest statistics from the American Customer Satisfaction Index (ACSI). With a prepare of 78 points out of a possible 100, Hilton took the leadership position among the seven hotel companies mentioned in the survey. Overall, the hotel industriousness amend 3 percentage to 75, equaling its highest cause since 199 4. Hilton takes great pride in its ACSI customer satisfaction score, which confirms the results of an unparalleled focus and commitment by the 74,000 team members at our owned and managed hotel properties across the country to deliver the best in guest service, said Dieter Huckestein, president hotel operations owned and managed for Hilton Hotels Corporation. Hiltons portfolio of 2,000 hotels includes Hilton, Doubletree, Embassy Suites Hotels, Hampton Inn, Hampton Inn & Suites, Hilton Garden Inn and Homewood Suites by Hilton.The ACSI is produced through a partnership of the University of Michigan Business School, ASQ, and CFI Group, which measures customer satisfaction in the competitive hotel constancy on a regular basis. The ACSI is updated on a rolling basis. New scores for the hotel industry fill in those collected one year ago and are added to scores of five other sectors of the economy deliberate during the intervening year. One sector that didnt fare well was the airline industry, which dropped 1. percent to 65, its lowest score since the industry was rocked by 9/11. Southwest Airlines still rules the industry at 74. US Airways made the industrys biggest jump, improving nearly 9 percent to 62. Northwest Airlines, on the other hand, dropped 4. 7 percent to 61, taking last place in the industry as it struggles with strikes and a Chapter 11 bankruptcy filing. The general decline was attributed to the airlines struggle with labor contracts, bankruptcies and higher fuel prices, leaving consumers feeling they are getting less for their money.