EVENTS MANAGEMENT & CUSTOMER CENTRICITY

Events Management & Customer Centricity



Events Management & Customer Centricity

Introduction

The event management is the process of design, planning and production of conferences, festivals, ceremonies, festivals, conventions or other meetings, each of which may have different purposes. Just like other businesses, in event management firms, customer orientation is the orientation of an organization, to satisfy the needs of potential and actual customers (Larson and Wikstro 2001, p. 51). Customer orientation is the key to economic success in event management firms, particularly. In order to really concentrate on the customer, the entire organization, not only the employees at the interface to customers, the customers at the center. All activities, from planning new services to marketing, as well as, the purchase and until the service should be geared to the customer.

Rationale of the Study

The event of Hajj is an important one in the Saudi culture. It has been observed that the event of Hajj is attended regulary each year by millions of people. Managing such a huge and important event requires a lot of efforts and hard work to fulfill the needs of the people attending the event. This may call for fulfilling their basic needs such as residence, food, transport, etc. and all with the superior quality. The customer is a person, with his needs, expectations and emotions. We must win (and keep) his confidence (Gronroos 1996, p. 5). Do not just write mission, procedures to be distributed or communicated to the four winds. The centrality of the customer should not be a catchphrase or must become a useless list of resolutions.

Aims & Objectives of the Study

The major aim of the study is to explore the concept of a Strategic customer centricity. In addition, the study will investigate strategic customer centricity with reference to the management of Hajj event.

Literature Review

Customer Centricity

Customer centricity is a philosophy that must permeate the entire company, from management to employees. Everyone must be aware of the importance of the customer for the company and everyone must contribute to the objective of placing the customer at the center of the organization.

From these considerations, it appears the so-called relationship marketing, which is defined as the social and managerial process of establishing and cultivating relationships with customers, creating links with benefits for each of the parties, including vendors, distributors and each of the key partners for the maintenance and operation of the relationship.” From this perspective, the main concern of business is retaining customers generating high levels of satisfaction, not to mention other concepts such as recovery of dissatisfied customers (Reid and Arcodia 2002, p. 342).

Eevent Management

Event management is one of the most complicated of the organization as it is the moment in which we not only have to make sure everything is in order, but it is also important to watch every single detail you can get to fail to prevent harm event, so we say that the event management is mainly based on monitoring their development, so we say that it requires attention to more ...