TABLE OF CONTENTS 2
1 SUMMARY 3
2 INTRODUCTION 4
2.1 ABOUT CLUB MED 4
3 CURRENT POSITION 5
3. ... 1 LARGE NETWORK OF RESORTS 5
A BIG NETWORK OF RESORTS IS THE BASIS FOR REPEAT PURCHASES AT CLUB MED. THE NETWORK OF RESORTS GIVES GM’S (GENTILS MEMBRES) THE ABILITY OF VISITING A CLUB MED VILLAGE EVERYWHERE IN THE WORLD. THE LOCATION’S NATURAL BEAUTY TOGETHER WITH CLUB MED’S FIXED CONCEPT CREATES AN OPPORTUNITY TO GIVE THE GM’S EXACTLY WHAT THEY EXPECT. ... 2 LARGE SALES BASE AND LOW PRICES 5
4 IMPROVEMENT OF QUALITY AND SALES 7
4.1 Dimensions and measurements of quality 7
4.4 SERVICE QUALITY IMPROVEMENT OF GO 8
5 Economies of Service and Quality Improvement 10
BOOKS 13
INTERNET PAGES 13
1 Summary
Club Med as the inventor of the ‘all inclusive’ vacation has unique concept, a very strong brand name and huge market barriers for its competitors. ...
The market in which Club Med is operating is a business where positive ‘word of mouth’ and repeat purchase have an enormous financial leverage.
If Club Med is able to increase the satisfaction rate by 10 percent to 90 percent if customers will make a 5 in stead of 4 repeat purchases, their extra generated sales revenue is estimated over a five years period on $ 2,224 million. ...
To increase customer satisfaction, the focus of quality measurement should not be any more on the quality of features as bar, rooms and food but by highly personal customer contact through the GO (gentils organisateurs) teams.
Club Med should be aware that GO teams can generate a high overall satisfaction. ... 1 About Club Med
In 1950, an Olympic water polo champion from Belgium named Gerard Blitz organised a beach holiday for a few hundred of his friends in Majorca, Spain. ... Club Med is the inventor of the all inclusive vacation. ... Of course, the Club Med vacation concept evolves over time, in response to the needs and wishes of our GMs (gentils membres).
Club Med has a long list of villages (105), which cater to a variety of tastes and lifestyles in different parts of the world.
Club Med is a French company, with its own special vocabulary. ... 2 Content
In this report, first the market and the financial situation of Club Med will be explained and after that it will show how important it is for Club Med to keep their quality at such a level that GM’s will make an optimum level of repeat purchases.
3 Current position
The threats of the potential entrants and substitutes are low in Club Med’s market. ... These factors will result in a position in which Club Med can defend its competitive advantage well. Club Med is continuously working to stay in front of the competition by means of after sales feedback (a questionnaire is send to all their customers after returning home, see appendix 8. ... 1 Competitive advantages
The new competition has to face a very strong Club Med. ... 1 Large network of resorts
A big network of resorts is the basis for repeat purchases at Club Med.
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