Spa and massage booking system with utilizing consumers' behavior

• Main Author: Bui, Van Tuong
• Other Authors: Ng Wee Keong
• Format: Final Year Project
• Language: English
• Published: 2015
• Subjects: DRNTU::Engineering::Computer science and engineering::Computer systems organization::Special-purpose and application-based systems
• Online Access: http://hdl.handle.net/10356/62551
• Institution: Nanyang Technological University

Customers who feel they are treated as individuals are more satisfied with their experience and more inclined to remain loyal. Loyal customers buy more, purchase more often, cost less to serve, and have higher retention rates. Loyal customers are very good for business. How do we recapture that same feeling a customer gets when their barista remembers their drink or their hairstylist becomes their confidante? The answer is to utilize the wealth of customer data we have available to tailor the contact center experience to the known needs and habits of the customer. Every enterprise has or should have information about their customers. At a minimum this should include the customer’s name, address, account number and purchase or subscription history. More advanced organizations will have loyalty cards or other mechanisms that provide a history of past interactions, purchase behaviors, recent transactions or other indicators of relative value to the enterprise. Best in class enterprises will offer consumers alternative communication channels that mirror the preferences and lifestyles of their customers, such as web portals that provide a similar customer experience from both desktop and mobile devices. Consumers should be able to communicate in the channel of their choice or even a mix of channels. In this FYP, the student will build prototypes of service personalisation for a few selected service sector.