When great service leads to great customers: The case of Shangri-La Hotel Sydney

This study reports on a major case study was undertaken at the Shangri-La Hotel in Sydney, Australia. In-depth interviews of senior staff members and an analysis of internal and external documents helped to identify the key drivers behind customer retention at Sydney's most successful deluxe hotel. One major and overarching theme emerged from the data in reference to the development of relationships with key customers at the Shangri-La hotel. This was the level and style of service provided. Allowing this service to develop was a customer focused corporate culture, clear communication flows between management and staff, and value adding innovation.