The Customer Experience: Factors, Standards, Culture, Investigation, and Techniques

The Customer Experience

Table of Content
INTRODUCTION
● Factors contributing in offering quality services
● Importance of setting standards in delivery quality service
● The purpose of promoting a customer-focussed culture
● An investigation into customer requirements and satisfaction levels
● Application of customer care and service techniques
CONCLUSION
REFERENCES

INTRODUCTION
The hospitality and tourism is collective industry as tourism companies consider the hospitality
business which relies on strong customer services for generating revenue along with provides
welcoming, enjoyable experiences to the guests. The tourism has dealing with the attractions,
activities and events whereas hospitality have focus on offering great accommodation, travel and
other facilities such as restaurants or sports centres to people. The term customer experiences is
related to the business which affects the customer perception and feelings. It is sum of all the
interactions which customer is having with the organisation (Herlina, and et.al., 2020). To make
any business success positive customer experience is important as happy customer is one who
becomes loyal customer and helps in boosting revenue.

Factors contributing in offering quality services
The quality services has dealing with the clients and customers in the respectful and helpful
way. This involves the five factors which contributes in delivering of service quality which are
reliability, tangibility, empathy, responsiveness and assurance.
● Reliability
● Tangibility
● Empathy
● Responsiveness
● Assurance