Strategies for Enhancing Customer Experience in the Service Sector

Desklib provides past papers and solved assignments for students. This report explores effective customer experience management strategies.

Managing the customer experience
1

Table of Contents
Introduction......................................................................................................................................3
LO4 Apply effective customer experience management within a service sector business to
maximise customer engagement......................................................................................................3
Conclusion.......................................................................................................................................5
Reference list...................................................................................................................................6
2

Introduction
This report aims to evaluate the effective customer experience management within a service
sector business. The study will also suggest recommendations for improving the quality of
customer experience.
LO4 Apply effective customer experience management within a service sector
business to maximise customer engagement
Evaluation of customer experience management
Reaching customer satisfaction points are essential in the service sector since this sector deals
with the customers directly. The interaction of this sector with customers is direct, so here
customer relationship management is necessary for increasing the satisfaction of the customer
experience. To enhance customer experience, it is essential to apply customer service strategies.
Some of the primary customer service strategies used by organisations in the service sector are:
Creating customer experience map: This may help to reach customer satisfaction points with
ease. Hence, in the service sector this map is significant for achieving the touch points.
Organisations design this kind of plan by considering all touch points of customer experience
(Peppers and Rogers, 2016)
Attend the customers: Unattended customer always leaves a negative remark. Thus customers
handled are properly, and this is the priority of the organisation, otherwise negative statement
will detain the customer to opt service from them.
Divide customers based on mode: Online and offline customer’s divided and same priority given
to different medium of customers. The organisation addresses both types of customer's needs,
solve their issues and addresses their requirements.
3

Looking after employees: Employees addressed well within the organisation since employee
productivity increases and this increase directly initiate growth in the bundle of the growth
strategy
Rewarding Loyal customers: Retaining customers is the primary challenge in service sector
hence to retain customers it is necessary to provide some rewards and these rewards offered by
the organisation to its loyal customers since it helps to maintain customers and attract new
customers
Greeting customers: In the service sector, customers always like to be greeted. Hence, proper
greeting etiquette not only helps to reach customers satisfaction points but also help to initiate
growth by attracting new customers (Homburg, Jozić and Kuehnl, 2017).
Provide customised services: Different customers need different things, and these needs are
different. Hence, the customisation procedure helps in this process. Proper customisation
procedure helps to increase customer satisfaction, and this satisfaction attracts the customer
towards that organisation.
Providing free services: Every person likes to get free service, and this free service strategy
utilised in service sector increases the customer volume and helps to build the active customer
base — these free services provided to customers in any form such as discounts, offers and many
more.
Recommendations for better customer experience
Organisation beside the above basic strategies must implant some innovative ways to increase
the customer experience since with modernization, and customer requirements also changed an
organisation must change itself according to the demand of the customers.
Organisations can customers a point person since customers sometimes pass through a hard time
to connect with the brand and by providing them with a point, the person helps to communicate
with the brand of the organisation.
4

Offering different mode of payments can help to reach customer satisfaction points since
different customer likes to pay differently and if the organisation accepts all these modes of
payments, then customers are satisfied with the service of the organisation.
5

Conclusion
The organisations must implement proper strategies to increase the customer experience, and this
increase will generate growth within the organisation and help them to achieve its goals.
6

Reference list
Homburg, C., Jozić, D. and Kuehnl, C., 2017. Customer experience management: toward
implementing an evolving marketing concept. Journal of the Academy of Marketing Science,
45(3), pp.377-401.
Peppers, D. and Rogers, M., 2016. Managing customer experience and relationships: A strategic
framework. John Wiley & Sons.
7