HFT 3240 Exam 1
True or false: Embassy Suites, Waldorf Astoria, Residence Inn, and Hampton Inns are
all Hilton Brands.
False, they do not own the Residence Inn it's owned by Marriot
True or false:
With Hilton Honors you can earn airline miles.
True
True or false: The Hilton Brand is connected to around 500,000 rooms.
True
True or false: The CRM initiative started by Hilton in 2002 states that: Customers Really
Matter.
True
True or false: The Mobley Hotel was founded by Paris Hilton in 1919.
False
My Starbucks Idea is an example of
customers co-creation of value
Why customer-to-customer communication should be also carefully managed?
It has significant influence on customer purchasing decisions
To monitor traffic and learn about customers perceptions
To engage in some of the conversations where it can be beneficial for the company
To make an informed decision about the amount of resources allocated towards social
media
All of the above
Which questions would be the most effective in defining levels of customer satisfaction
and loyalty with service they received?
Would you come back in future?
Did you enjoy the experience?
Would you recommend a service to someone else?
Would you leave a review on the website?
Did you post anything about us in the social media?
Which statement is true about internal (or partial) customers?
Internal customers exist only in the service firms