Customer Experience Management: Docs
Added on -2020-11-23
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MANAGING THECUSTOMER EXPERIENCE
Table of ContentsINTRODUCTION...........................................................................................................................1TASK 1............................................................................................................................................1Values and importance of understanding the needs and wants and preferences of targetcustomers group of service sector...............................................................................................1P2 Factors that drive and influence customer engagement of different target customers groupswithin service sector...................................................................................................................2P3 Customer experience map for selected services of QBIC.....................................................3P4 how customer experience create business opportunities for Qbic.........................................6P5 Digital technology is employed in managing the customer experience within service sector.....................................................................................................................................................7P6 Customer service strategies in QBIC hotel............................................................................8P7 Customer service help in customer experience and business objectives.............................10CONCLUSION .............................................................................................................................11REFERENCES..............................................................................................................................12Books and journals....................................................................................................................12
INTRODUCTIONCustomer experience management is design and reacting to meet and exceeded thecustomers expectations and its help to increase customer's satisfaction, loyalty and advocacy.Customer experience management requires the process change and other technology to achieveit. this project summarised the need and expectations of market's different segments for serviceindustry. Business opportunities and optimise customers touch-points, factors that affect thecustomer's engagement of different target customers groups in service sector and digitaltechnology is employed in managing the customers experience in service sectors and strategiesin a service sector, how customer service develop the customer's experience ion a way that meetsthe needs of the customers.TASK 1Values and importance of understanding the needs and wants and preferences of target customersgroup of service sector.The prepared questionnaire describe the different needs and wants of targeted customergroup, the selected groups are below(Peppers and Rogers 2016).BUSINESS PERSON- business person have those needs and wants that will help themfor their work. That type of some needs are below that show the value and importance for theservice sector-WI-Fi- Its most important for the business person to stay connected with online business activitylike with the mail, their personal work portal, internet facilities help a business person for collectthe information and their transformation.Pool side service- This service prefer by the business person because mostly time they don'twant to take any services with their work in restaurants so they enjoy their work with the otherservices.Crayons and colouring books- business persons have many projects where they have to presentthe graphs and statistics with different colour so its also need for the business personsNappy changing facilities- many times business persons have with their babies so its necessaryfor the restaurants to have nappy changing facilities.Charging points- business persons always need that their mobiles phone and laptop are enoughcharge 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 toset 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 entranceand exit Wi-Fi- in their spare time they will be able to use internet for the entertainment and otherpurpose.Sufficient space- it is important to have a enough passing space so disabled people will easilypass.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 makethem feel goodGYM 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 thefood item for gym instructor.Fruit and vegetables smoothies- its needed the range of fruit and vegetables smoothies for thegym instructor menuNice view from windows- it is important for the to restaurant to have a pleasant view from theoutletNappy change facilities- it is important to have the changing facilities for the babies with thegym instructors(Hoegele, Schmidt and Torgle, 2016).Menu in different languages- there should be different languages in menu so it will convenientfor the gym instructor to understand.
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