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Customer Experience Induced Introduction

   

Added on  2020-10-23

14 Pages3580 Words202 Views
CUSTOMER EXPERIENCE

Table of ContentsINTRODUCTION...........................................................................................................................1TASK 1............................................................................................................................................11 Importance of market division and guest profiling ............................................................12 Costumer profiling ways.....................................................................................................23 Factors of customers engagement.......................................................................................34 Strategies for engaged different customers.........................................................................4TASK 2............................................................................................................................................41 Customers journey or experience map................................................................................42 Customer Touch points........................................................................................................5TASK 3............................................................................................................................................71 Explanation page.................................................................................................................7CONCLUSION................................................................................................................................8REFERENCES................................................................................................................................9

INTRODUCTIONCustomer experience is the tool of interaction between a company and consumer over thetime period of their relationship. Good experience is developed when customer reach the alltouchpoint of the organisation brand and facilities. Consumer experience implies peopleinvolvement at various levels such as emotional, physical, censorial and rational. Client is thecentre of organisation business or success in this progressively digital world. Buyer, suppliers,workers and stakeholders all are the consumers, they all play their important role in makingbusiness more successful and powerful (Ali, Hussain, and Ragavan, 2014). Sofitel LondonHeathrow Hotel is among one of the most famous five star hotels in UK. They give their bestservices to people, they provide free Wi-Fi facility, Laundry service, best room services etc. tocustomers. In this report it explains the purpose of client profiling activity and marketsegmentation carries by hotel. It also defines the various ways which consumer can profiled ortheir expectations will be fulfil according to their needs. Further more in this study it explainsthree explanation page level of people satisfactions.TASK 11 Importance of market division and guest profilingIn hotel sector there are many people who visit in hotels for the purpose of spending theirholidays in it. Consumer is the most important part of business success, they give their supportthrough feedback and enjoying the good experience services of hotel industry. Sofitel HeathrowHotel is the most famous hotel in London. There are many people arrive daily to enjoy theirholidays with family and friends (Müller, and Hamm, 2014). Firm determine its target market orto achieve it they need to carries out consumer profiling and market division, thus this the bestway to make people happy and fulfill their needs and demands according to its requirements.Guest profiling is the process where industry offer goods or services to them according toconsumers need, it also helps to understand customers behavior, interest and characteristicsbetter, which is the best opportunity for Sofitel hotel. It makes relationship better between theguest and organization, staff members effective communication also gain people interest towardsthem.Thus, before profiling firm need to focus at people psychographics and demographicspoints that is very essential. Market segmentation refer to market and target to different customers groups withvarious culture and behavior with an offering the matches according to its budget level and needs1

(Hamka, and et.al., 2014). It is very important for hotel business to exactly reach guest withspecial needs and demands, it was a long term process which increase benefits for industrybecause firm are capable to use its corporate assets more perfectly and create better plans formarketing decisions. 2 Costumer profiling waysConsumer profiling is effective way that increase business profit and growth. It will helpto identify the potential guest who give their support in making business more successful andbetter than other hotel industries. Understanding consumers help Sofitel Heathrow Hotel to giveits best services and identify the target groups of guests, but on the other side unsuccessful tofind target market makes difficulty to promote its products and services (Cufoglu, 2014). Thus, itis necessary to identify types of guests which actually interested in facilities or goods, whichhave been offers by Sofitel Hotel. There are some effective ways to profile or understandconsumers perfectly:-Demographics profiling: Demographics profiling is based on people gender, age, incomeetc. This process help to find out the profitable guest which increase businessprofitability. These people can be find by doing a process called ideal customer profiling.Hotel need to know about the needs and demands of people as well as their family status,location and income source which might be very important for giving its better facilitiesto them. Thus, with the help of demographics identification Sofitel London HeathrowHotel get all the information's about its guest such as educational, marital status etc. Itwill be very helpful for industry to give its best experience services to costumers.Psychologicalprofiling: This is the another way of identify customers on the bases oftheir preferences and personality. For example if a person wear designer clothes, carrybranded sun glasses and drive OOD, it is very easy to identify that they like statussymbols. According to this example it's easy to understand the meaning of psychologicalidentification (Fernandes, 2016). Thus, Sofitel Hotel need to offer customers servicesaccording to its like's and dislike's which is very important to gain their experience. Firmneed to identify its potential consumers and give them their best facilities that attractmore people towards them. Affinity profiling: Affinity identification is effective way to understand customers betterthan now. According to this technique Sofitel Heathrow Hotel identify the purchasing2

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