What is the most important element of this case study specific to customer lifetime value (CLV and long term customer loyalty?
The most important element of this particular case study to customer lifetime value (CLV) would be that the “old saying the customer is always right”. In this case, the customer was simply unhappy with all of the selections on the table and in order to win her back Gordon could have offered her another free meal or a discount in her next meal when she returns. But the waiter’s immediate response to her dissatisfaction of the customer can show many of the other customers that they were quick to try to resolve the issue which is CLV approach. They acknowledged thee complaint and their behavior was apologetic.
It appears that Gordon did discover that as much as the waiters and the chefs tried to figure a way to show her customer service in finding out how to please her and to understand why she was unhappy with the meal, it is certain that in this case the type of customer service applications and approach that was used do not always bring a positive result (Anderson & Mittal, 2000). Some unhappy customers simply cannot be satisfied which falls in the ideology of understanding customer satisfaction is not always a straight forward or simple fix (Anderson & Mittal, 2000).
Gordon Ramsay October 2, 2009. Gordon Confronts Complaining Customer: Kitchen Nightmares. https://www.youtube.com/watch?v=gKRNRz6VK_k
Anderson, E. W., & Mittal, V. (2000). Strengthening the Satisfaction-Profit Chain. Journal of Service Research, 3(2), 107–120. https://doi.org/10.1177/109467050032001
