Citas bibligráficas
Solsol, M., Villanueva, B. (2024). Mejora de la Experiencia del Cliente en el Gran Bombonaje Rioja Hotel: Implementación de un Sistema de Gestión de la Experiencia del Cliente (CEM) [Trabajo de Suficiencia Profesional, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/674465
Solsol, M., Villanueva, B. Mejora de la Experiencia del Cliente en el Gran Bombonaje Rioja Hotel: Implementación de un Sistema de Gestión de la Experiencia del Cliente (CEM) [Trabajo de Suficiencia Profesional]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2024. http://hdl.handle.net/10757/674465
@misc{sunedu/4395004,
title = "Mejora de la Experiencia del Cliente en el Gran Bombonaje Rioja Hotel: Implementación de un Sistema de Gestión de la Experiencia del Cliente (CEM)",
author = "Villanueva Accho, Beatriz",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2024"
}
This paper proposes strategies to address the challenges faced by the Hotel Gran Bombonaje Rioja, focusing on enhancing customer satisfaction and competitiveness in the hotel industry. It suggests implementing a Customer Experience Management (CEM) system to collect and analyze customer feedback, allowing for better service personalization and informed strategic decisions. Additionally, the development of eco-friendly tourism packages is considered to attract environmentally conscious market segments, increase revenue, and demonstrate the hotel's commitment to sustainability. However, this option requires detailed research, product development, and close collaboration with local suppliers committed to sustainability. Lastly, the possibility of establishing strategic partnerships with local businesses to diversify service offerings, generate additional revenue, and strengthen the hotel's competitive position is evaluated. While these partnerships offer significant benefits, they also entail complex negotiations and dependency on third parties. Each strategy aims to enhance customer experience and hotel sustainability, but the choice between them will depend on the hotel's vision, available resources, and long-term objectives.
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