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Managing the Customer Experience in Hilton Hotel

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Added on  2020-12-18

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Identifying the different factors which drives as well as influences customer engagement within Hilton hotel 4 LO 2 5 P3 Creating a customer experience map for Hilton hotel5 P4. Demonstrating the way customer service strategy develop the customer experience.9 CONCLUSION 9 REFERENCES 10 INTRODUCTION Customer experience management can be defined as the procedure which is utilized by organization for tracking, overseeing as well as organizing interaction between customers. It is very much important for an enterprise to develop the understanding about the needs as well as

Managing the Customer Experience in Hilton Hotel

   Added on 2020-12-18

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Table of ContentsINTRODUCTION...........................................................................................................................3LO 1.................................................................................................................................................3P1. Analyzing the value as well as significance of understanding the needs and preference oftarget customer group. ................................................................................................................3P2. Identifying the different factors which drives as well as influences customer engagementwithin Hilton hotel......................................................................................................................4LO 2.................................................................................................................................................5P3 Creating a customer experience map for Hilton hotel ..........................................................5P4. Analysing the way customer touch points throughout the customer experience creatingbusiness opportunities For Hilton hotel .....................................................................................7LO 3.................................................................................................................................................8P5. Analyzing the way digital technology is employed in Hotel for managing customerexperience ..................................................................................................................................8LO 4 ................................................................................................................................................8P6. Customer service strategies for Hilton hotel ......................................................................8P7. Demonstrating the way customer service strategy develop the customer experience. ........9CONCLUSION ...............................................................................................................................9REFERENCES..............................................................................................................................10
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INTRODUCTIONCustomer experience management can be defined as the procedure which is utilized byorganization for tracking, overseeing as well as organizing interaction between customers. Thepurpose of customer experience management by companies is to meet the needs as well asexpectations of client. An effective customer experience management is essential for smoothrunning as well as growth of business. The study has focus on analyzing the value as well as significance of understanding theneeds as well as preference of customers In context of Hilton Hotel. It is a global brand whichprovide complete hotel services. Study also emphasizes on identifying the different factors whichdrives as well as influence customer engagement in service sector.LO 1P1. Analyzing the value as well as significance of understanding the needs and preference oftarget customer group. In context of Hilton hotel, Segmentation, target as well as positioning can be consideredto be as the technique which is utilized by organization for identifying group of people in orderto sell products or services. An organization has divided the large market into small segmentwhich has assisted an enterprise in addressing those people who will buy goods or services.Hilton hotel target those people who seek quality. In addition to this, an organizationconcentrates on targeting especially business travelers as well as holiday makers. It is very muchimportant for an enterprise to develop the understanding about the needs as well as demands ofthe customers which is very much important in order to meet customer expectations (Goodman,2019). Developing the understanding about the needs as well as demands of customers willprovide Hilton hotel an ease in managing the customer experiences which is very much essentialin order to foster business growth and also for maintaining the sustainability in the market. It isbasically tactics which is applied by Hilton hotel in order to gain customer loyalty. Developingthe understanding about the needs of target customer group is very much essential for anorganization in order to provide client with high level of satisfaction. It is the technique whichhelps management in identifying the best strategies for influencing target customer group to buyspecific products or services. Developing the understanding about the needs of target customergroup also provides management of Hilton hotel an ease in making the decision related to new
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product development. It is also very much important in order to developing strong relationshipwith clients and retaining the profitable clients for long time. In context of Hilton hotel, it is verymuch important for an organization to develop the understanding about customer preference, asit will help them in providing high level of satisfaction to clients.P2. Identifying the different factors which drives as well as influences customer engagementwithin Hilton hotelCustomer engagement is considered to be as driving force in context of fostering growthof business. In context of service sector industry, the two factors which promotes or drivecustomer engagement includes word of mouth as well as co-creation. Word of mouth mean anorganization ability to fulfill its commitment related to providing quality products or services tocustomers. In context of Hilton hotel, it is required by an organization to segment is market, asthis tactic will assist business entity in an ease in fulfilling the needs of customers and will helpthem in meeting the expectation of clients. The factors which are influencing the customerengagement in Context of Hilton hotel are:Cleanliness: Hilton hotel has clean, hygienic as well as decorative rooms which helpsguest in felling comfortable and provides client with high level of satisfaction. A proper checklistis prepared by management in an organization in order to make sure that clean rooms are readyfor incoming guests. It is the factor which has positively influenced customer to engagethemselves with hotel and to be loyal towards brand.Excellent customer services: It is considered to be as one of the crucial factor whichinfluences customer engagement. Customers' generally come into hotels with certain pre-setexpectation of getting treated in Good way (Morgan, 2018). In context of Hilton hotel,employees are provided with training related to communicating with customers and attendingthem. It is the friendly as well as supportive nature of workers in Hilton hotel which encouragescustomer to remain engaged with brand. Relevant amenities as well as provided by an organization: In context of Hilton hotel,an organization provide number of facilities such as food, accommodation, room facilities, freeinternet , online booking as well as payment facilities which influences customers to remaincommitted with brand.
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