Q1. Outline strategies that a travel agency may use to retain the loyalty from its top spending 20% of customers. How might the travel agency apply tiered service for its customers?

Tiered service definiton - Focus thefirm's resources and attention by targetingthe most valuable customer tier(s). Higher level segments are more attractive but have fewer clients. Customise the marketing approach to the select tier segment(s) based on customer expectations and the return on investment (ROI) for the firm.