Customer Engagement Factors Influencing Customer Experience in The Royal Horse Guards
Added on 2021-01-02
20 Pages4484 Words195 Views
Managing customerexperience
Table of ContentsINTRODUCTION ..........................................................................................................................3TASK 1............................................................................................................................................3P1 Explaining the value and importance of understanding needs, wants and preferences oftarget customer groups in The Royal Horse guards...............................................................3TASK 2............................................................................................................................................4P2 Factors driving and influencing customer engagement of different targets' customer groupsin The Royal Horse guards.....................................................................................................4M1 Review customer engagement factors determine customer on boarding strategies fordifferent target customers ....................................................................................................11D1.........................................................................................................................................11TASK 3..........................................................................................................................................18P3 Creating customer experience map for service sector organisation................................18P4 Discussing customer touch points that helps customer experience creating businessopportunity...........................................................................................................................20M2 Creating detailed customer experience map.................................................................20D2 Analysing the selected services sector organisation that helps to optimise each of thebuyer touch points................................................................................................................21LO 3...............................................................................................................................................21P5 Examining digital technology employed in managing customer experiences providingexamples of customers relationship management system....................................................21M3 Evaluating the digital technologies employed in managing the customer experience withinservice sector........................................................................................................................22D3.........................................................................................................................................22LO 4...............................................................................................................................................22P6 Illustrating customer service strategies...........................................................................22P7 Demonstrating customer service strategies create and develop the customer experience thatmeet needs of customer and required standards...................................................................23M4 Review the application of customer service strategies of a specific service sector.......24D4.........................................................................................................................................25CONCLUSION .............................................................................................................................25
INTRODUCTION Managing customer experience is the most essential and required type of managing workin an efficient manner. Managing work with customer helps in creating customer's loyaltytowards the business activities. Present study is based on customer's managing experience withhospitality sector where customers are the first priority of businesses. For which, study will betaking the Royal Horse Guards Hotel situated in London.Further study will be introducing theimportance of understanding the needs, wants and preferences of target customer groups for aservice sector industry. Present study will help to identify the new approaches to make the newoperating departmental tools and technique to approach customer attraction. TASK 1P1 Explaining the value and importance of understanding needs, wants and preferences of targetcustomer groups in The Royal Horse guardsCustomer needs and wants are the primary duty for the hospitality sector that helps tokeep the following charges and best performing goals. In case of tourism sector, customerrequires experiencing satisfaction (Adhikari and Bhattacharya, 2016). Business traveller alwayslook for services in actual manner of growth in order to meet out their own personal needs andgrowth. However, every customer requirements can be put under the headings of a need.Besides, another need of customer is happy and friendlily hotel staff through which client caneasily convey their needs in easily manner. In order to approach target customer, Royal Horseguards needs to considered following given point. Client confidence: Every customer and manager think differently. According to that,The Royal Horse guards needs to understand the needs and wants of the client requirement. Ithelps to enhance the confidence level of customers towards the company brand (Bowie, Buttle,Brookes and Mariussen, 2016). The Royal Horseguards also must convey all requiredinformation about goods and services to their potential client. Build brand image: understand needs and preferences of customers also helps onbuilding the brand image national as well as internationally. Achieving, The Royal Horseguardshave to understand the need and wants of the customer in order to meet out the best performinggoals. This will help in increasing the business in future date in order to build up the newdeveloping target performance area.
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