Managing the Customer Experience

Managing the Customer Experience

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
TASK 1............................................................................................................................................1
1...................................................................................................................................................1
2...................................................................................................................................................2
TASK 2............................................................................................................................................3
3...................................................................................................................................................3
4...................................................................................................................................................4
TASK 3............................................................................................................................................5
5...................................................................................................................................................5
TASK 4............................................................................................................................................6
6...................................................................................................................................................6
7...................................................................................................................................................7
CONCLUSION................................................................................................................................8
REFERENCES..............................................................................................................................10

INTRODUCTION
It is essential for an organisation to successfully and correctly management customer
experiences in order to meet with their needs and demand. Customer experiences can be describe
as the respond of customers that is attain by the products and services offered by organisation to
its potential customers (Gao and et.al., 2021). It is crucial that organisation is conducting
effective practices that will lead to influence the customer experiences as well as lead to improve
overall performance level of organisation. This report is based on Holiday Inn company. This is
one of the well known company dealing in hospitality sector. This organisation was developed in
year 1952 and founder of this organisation is Kemmons Wilson. Head office of this company is
located in Atlanta, United States. This report includes importance of understanding the needs of
target customer groups. In this different factors that drive and influence customer engagement
and customer experience map has been analysed. It includes how digital technology is employed
in managing the customer experience. Apart from this customer service strategies as well as how
customer service strategies create and develop the customer experience has been identified in
this report.
MAIN BODY
TASK 1
1.
It is essential for Holiday Inn company to analyse and evaluate the different needs, wants as well
as preferences of customers in order to successfully enhancing their experiences with respective
hotel. It has been identified that there are different benefits and advantages that could be
accomplish by organisation by providing effective customer services as well as meeting with
their needs and wants (Waqas, Hamzah and Salleh, 2021). Value and importance of
understanding the needs, wants or preferences of targeted customers group for a services sector
is mention below –
1