Elmes, Michael B.
Worcester Restaurant Group
The Sole Proprietor, an upscale seafood restaurant in Worcester, Ma, sought innovative methods to enhance and track customer loyalty. Research suggests that incentive-based customer loyalty programs are an innovative and successful tool for such customer-relationship-management initiatives. Two focus group sessions and an electronic survey with a sample of The Sole Proprietor's customers suggested that a well-managed loyalty program would facilitate increased guest loyalty.
Worcester Polytechnic Institute
Major Qualifying Project
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