The Fairmont Hotels chain of hotels and resorts has a practice of inputting information about a guest's preferences into a database, which is referred to by the employees the next time the guest returns to the hotel. Philip, who is a regular customer of Fairmont Banff Spring. He On arrival, he gets out of the cab, enters the hotel, goes to the guest desk, and talks to the guest executive about his room. These customer interactions are referred to as .

Touch points

Explanation:

Touch points of a business are the points at which there are contact with the customer in the course of a business providing service to the customer.

For example a customer may encounter a business brand on its website, through add, or calls to its customer service.

In the given scenario Fairmont Hotels inputs information about a guest's preferences into a database, which is referred to by the employees the next time the guest returns to the hotel.

This is a record of touch points with customer to guage how to give him better service in the future

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