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Customer Experience Management

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Added on  2020-10-22

Customer Experience Management

   Added on 2020-10-22

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MANAGING THECUSTOMER EXPERIENCE
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Table of ContentsINTRODUCTION...........................................................................................................................1MAIN BODY ..................................................................................................................................1P5. Digital technology is employed in managing customer experience.................................1LO 4.................................................................................................................................................2P6. Customer service strategies..............................................................................................2P7. How customer service strategies can create and develop customer experience that meetconsumer's need......................................................................................................................3CONCLUSION................................................................................................................................4REFERENCES................................................................................................................................5
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INTRODUCTIONManaging consumer experience is important for every organisation to understand whattheir potential and target consumer's need and expectations and to know opportunities that canenhance customer experience. Hotel Hazev is one of the modern and classic cafe established inLondon and is collaboration of Tas and Haz groups. Organisation is going to participate ininternational food event organised by Docklands Academy. This study will investigate howdigital technology can employ in customer relation management and it will also analyse thatwhat customer service strategy can be implemented by the academy. Afterwards the study willend up with some recommendation to the organisation to improve the quality of customerexperience.MAIN BODY P5. Digital technology is employed in managing customer experienceHotel Hazev can adopt digital technology efficiently to leverage consumer experience. Itis seems as more effective form of managing customer experience through digitalisation (Cook,2017). Digital technologies can help the hotel to meet consumer need through digital channels orsoftware such. Hotel Hazev can use CRM system in their organisation to manage its customerexperience effectively.Customer relationship management system help hotel to develop effective strategies formanage their interaction, relationship and enable them to manage customer experienceeffectively (What is CRM, 2018). CRM is useful for both new and existing customers andimprove their experience.Hotel can employ CRM software that help in to track information of potential consumersand categorised and collect data of taste and preferences of different customers. This softwareboost customer satisfaction, foster guests loyalty by encouraging them to keep returning to therestaurant, it provides hotel competitive advantage and most important build everlasting relationwith the customer (De Keyser and et.al., 2015).It collects all the necessary data of customer and gather their information about whatconsumer like, their taste and preferences that help the hotel to serve services effectivelyand with relevant information that help to meet consumer's satisfaction.CRM system able to create consistent experience and improve overall customerexperience as it is enables the hotel to resolve the concerns and issues very quickly and in1
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