Analyzing Customer Experience and Business Opportunities: A Report

This report delves into the critical aspects of customer experience management within the service sector. It begins by examining the values and importance of understanding diverse customer needs and preferences, categorized by different target groups such as business persons, disabled customers, and gym instructors. The report then explores the factors that drive and influence customer engagement, including food, location, price, ambiance, and service. A significant portion is dedicated to a customer experience map for QBIC hotel, analyzing various touchpoints like the website, telephone service, review sites, and restaurant environment. The report further investigates how customer experience creates business opportunities for QBIC, emphasizing customer satisfaction, trust, and the impact of staff behavior. Finally, it discusses the role of digital technology in managing customer experience and highlights customer service strategies employed by QBIC, concluding with the impact of customer service on overall business objectives.

MANAGING THE
CUSTOMER EXPERIENCE

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
Values and importance of understanding the needs and wants and preferences of target
customers group of service sector...............................................................................................1
P2 Factors that drive and influence customer engagement of different target customers groups
within service sector...................................................................................................................2
P3 Customer experience map for selected services of QBIC.....................................................3
P4 how customer experience create business opportunities for Qbic.........................................6
P5 Digital technology is employed in managing the customer experience within service sector
.....................................................................................................................................................7
P6 Customer service strategies in QBIC hotel............................................................................8
P7 Customer service help in customer experience and business objectives.............................10
CONCLUSION .............................................................................................................................11
REFERENCES..............................................................................................................................12
Books and journals....................................................................................................................12

INTRODUCTION
Customer experience management is design and reacting to meet and exceeded the
customers expectations and its help to increase customer's satisfaction, loyalty and advocacy.
Customer experience management requires the process change and other technology to achieve
it. this project summarised the need and expectations of market's different segments for service
industry. Business opportunities and optimise customers touch-points, factors that affect the
customer's engagement of different target customers groups in service sector and digital
technology is employed in managing the customers experience in service sectors and strategies
in a service sector, how customer service develop the customer's experience ion a way that meets
the needs of the customers.
TASK 1
Values and importance of understanding the needs and wants and preferences of target customers
group of service sector.
The prepared questionnaire describe the different needs and wants of targeted customer
group, the selected groups are below(Peppers and Rogers 2016).
BUSINESS PERSON- business person have those needs and wants that will help them
for their work. That type of some needs are below that show the value and importance for the
service sector-
WI-Fi- Its most important for the business person to stay connected with online business activity
like with the mail, their personal work portal, internet facilities help a business person for collect
the information and their transformation.
Pool side service- This service prefer by the business person because mostly time they don't
want to take any services with their work in restaurants so they enjoy their work with the other
services.
Crayons and colouring books- business persons have many projects where they have to present
the graphs and statistics with different colour so its also need for the business persons
Nappy changing facilities- many times business persons have with their babies so its necessary
for the restaurants to have nappy changing facilities.
Charging points- business persons always need that their mobiles phone and laptop are enough
charge so service sector have to set charging points in their outlets

Meeting rooms- business persons may have in the group so service sector have enough space to
set a meeting rooms with proper facilities(De Keyser, Schepers and Konuş 2015).
DISABLED CUSTOMER- PHYSICALLY and MENTALLY unfit
Ramp in front step- its important needs for the disabled people to a easy way for the entrance
and exit
Wi-Fi- in their spare time they will be able to use internet for the entertainment and other
purpose.
Sufficient space- it is important to have a enough passing space so disabled people will easily
pass.
Low-calorie meals- in menu their should be low calories' food also to maintain the health.
Menu written in brail- for convenient to the blind people its help to read the menu.
Intimate brail- there should be need for the friendly environment to the disabled people it make
them feel good
GYM INSTRUCTOR-
calorie information in menu- its show their diet plan for the work out
Healthy dishes- a healthy food menu should present in restaurant so it's make easy to select the
food item for gym instructor.
Fruit and vegetables smoothies- its needed the range of fruit and vegetables smoothies for the
gym instructor menu
Nice view from windows- it is important for the to restaurant to have a pleasant view from the
outlet
Nappy change facilities- it is important to have the changing facilities for the babies with the
gym instructors(Hoegele, Schmidt and Torgle, 2016).
Menu in different languages- there should be different languages in menu so it will convenient
for the gym instructor to understand.

P2 Factors that drive and influence customer engagement of different target customers groups
within service sector.
Factors that influence the customers engage with service sector
customer's needs- customers have engaged with any business because of their own needs and
where they get a proper and satisfy service which are meet with their expectations they will
engage with them. There are some preferences with the customer's that's why they engage with
any service sector.
Foods and taste- it is also an important factor that influence the customers to engage with the
business. People who like a specific type of food and taste they will prefer that restaurants. Its
help the business to make long relationship the customers.
Location of outlet- location is also helpful for the business to engage the current and potential
customers to the restaurants many people have a mind set to have their meal on a special location
so they engage with that restaurants.
Price- price is a factor that is the main concern of the many group of segments price play a role
for engage customer in restaurants, right price of the right food is essential for the company to
engage more customers to restaurants.

Ambience- A good ambience create a pleasant environment of the restaurant which help to
attract the customer it is important for the customer's experience, character, mood and
atmosphere can be attach with it. Ambience relate to architecture of the building, temperature,
interior, lighting, wall texture and employee uniform is also the part of ambience
User generated content- Mostly customers who eat in restaurants they are ready to share there
collected informations with their network. So its help the other customer's with their review
images and feedback. No one wants to have a bad meal UGC help to provide right information
about the restaurants. It's help to the restaurant to create brand awareness and engage the
customer in target group.
Service- an excellent service help to make customer experience good service is the factor which
is very important to make the consumer engaged to the company, service make a good
relationship between company and customers (Peppers and Rogers, 2016).
P3 Customer experience map for selected services of QBIC
Qbic hotel is one of the best hotels. They provide their great services through hospitality
sector. There is no reservation costs, they give best price guarantee, great rates and give special
offers as well. In organisation they work for customer satisfaction and filling their needs. Firm
provide their services by using various different service sectors such as website, telephone
service, review sites, restaurant environment, text message, e-mails etc. The goal of this
organisation is that they want all the customer used services effectively and touch all the points.
Services Customer experience
1. Website Website help customer to find all general
information about the place where they want to
go. Qbic hotel provide all the information about
there hospitality sector and other services on
website. The customer experience is very good
when they get all the general knowledge about
the industry. It mentions their services, facilities
and room booking rules as well.

2. Telephone Qbic hotel give the information about the
booking on telephone and also serve their
services by listening the demand of guests on
telephone. Thus, the experience of customer is
impact on the business growth. The over all
process satisfy customer according to their
requirement.
3. Review sites This is a source of giving views and saw the
reviews about product, people and business.
Qbic customer focused on watching review sites
about services which they provide to their
guests. It attracts customers for using all the
facilities in hotel.
4. Restaurant environment Qbic restaurant environment is quite good and
fresh. Visitors get attract after watching the
familiar environment of firm. The experience is
really very good to attract the other people.
5. Text message This service section is the way to give the
information and stay make connection between
the customer and em

ployees of company. The experience of guests is
quite good for this service.
6. Restaurant staff Customer experience is most important for the
organisation. In Qbic hotel they manage their
restaurant staff in proper way. The hole staff
serve food in good and proper manners.
Customer feels happy to come in this place
again.
7. E-mails In the recent time e-mail is the fastest way to
give the information about people, business or
thing. Qbic sent mail to guests for their booking.
The mail is sent when they entered or exit to the
company. This fast service give better
experience of customers and raise the rating of
Qbic business.
8. Restaurant management The firm provide food service as faster than they
can. Thus, customer get attract and give better
experience stars for their faster service then the
other hotels.
9. Paper mail This type of service work through paper. Postal
service delivered paper mail to customers.
P4 how customer experience create business opportunities for Qbic
Customer experience is based on their satisfaction and needs. Qbic hospitality sector
provide their best services information through website, telephone, review sites, restaurant
environment, text message, restaurant staff, e-mails, restaurant management and through paper
mail. All these services provide customer satisfaction according to their requirement. Experience
is everything for everyone (Lemon and Verhoef, 2016.). Qbic still improve their guests
experience. It is the best opportunities to gain new customers more than other competitors.

Visitors always visit on the right place. Costumer trust is also very important they spend money
at the right place in good service price, it also important for better customer experiences. Website
give all the information to the person who want to visit Qbic hotel, telephone, e-mail, and paper
mail give all the basic details about the services and facilities of the organisation. All such things
give details about what services the organisation provide in which price, what type of facilities
they give and how they can make contact to them for booking room. Good experience increase
business and bad experience of customer decrease the growth of company. Trust and
understanding is very important between the visitors and hotel management. All the guests
services are basic and non-negotiable ( Kandampully, Zhang and Bilgihan, 2015). Behaviour of
restaurant staff and management will also impact on the increasing customer toward their food
and services. Familiar environment has to be created in restaurant because they attract more
customer than now. All these things increase growth of business and all the good services
provide customer a good experience which is also made business successful in marketplace.
P5 Digital technology is employed in managing the customer experience within service sector
The hole marketing world is based on digital technology. They provide best services
through advertisement, promotions etc. to introduce new business digital marketing is the source
of it.They build strong relationship between the customer and organisation. Qbic make
relationship stronger to their customers by using digital technology, they promote their business
through making videos and post on social media sites. This process help customers to visits on
the site which they want and get all the details about it. New and innovative digital technology
attract visitors toward the Qbic hotel (Kim, Vogt and Knutson, 2015). All this technology make
strong communication between both of them. Making video is the best physical evidence of
organisation. People search the place where they want to go for holidays, so they search that site
on Digital technology which provide all the information about the palce.
11 The name of the hotel is Qbic, they give their best hospitality service better than they
other.11 The presentation is made by the John Allen.11 They demonstrate Feed back app, it helps people and organisation to manage the work
according their services.11 The main key element of this program is social media, E-mail etc.