Use of Digital Technology in Management of Customer Experience

This document discusses the use of digital technology in managing customer experiences and enhancing customer service strategies in the food event industry. It explores the impact of digital technology on customer relationship management and the strategies employed by Hazev Restaurant. The document also highlights the importance of training and infrastructural development in providing high-quality customer service.

Digital Technology
Food Event

Table of Contents
INTRODUCTION...........................................................................................................................1
LO 3.................................................................................................................................................1
P5. Use of digital technology in management of customer experience.................................1
LO 4.................................................................................................................................................1
P6. Customer service strategies in relation to a certain service sector...................................1
P7. Customer service strategies create and develop experience for accomplishment of needs. .2
CONCLUSION................................................................................................................................3
REFERENCES................................................................................................................................4

INTRODUCTION
Management of customer experiences is a crucial task that needs to be performed by each
and every corporation in an effective manner. For this purpose, different types of plans and
technologies are taken into use. The present project is based on Hazev Restaurant which is
regarded to be one of the best Turkish restaurants of London. This enterprise is engaged in
provision of a wide array of tastes related to conventional Anatolian Cuisine. The project
consists of usage of digital technology for management of customer experience along with the
customer service strategies to enhance the experiences driven by clientele.
LO 3
P5. Use of digital technology in management of customer experience
Customer Relationship Management can be referred to as the process by which
companies seek to manage their interaction taking place with customers in market. For this
purpose, a number of technologies are now being used by firms across the globe. By employing
digital technologies, companies are able to inflate the experiences driven by clientele. Thus, it
can be acknowledged that digital technology has a massive impact over the management of
customer experiences. Through this, determining the past purchases of customers and gaining
knowledge of consumer purchase behaviour becomes quite easy for organisations.
With respect to Hazev Restaurant, it is acknowledged that their customer relationship
management is executed via the usage of software. This software is developed with the help of
automation. This provides aid to the respective restaurant in maintaining healthy relationship
with clientele without any extensive investment. This software capitalises upon optimisation of
enquiries and customer grievances in an effective manner. As a whole, this aids the firm in
having strong and effective interaction with people online. This enhances the overall experience
gained by customers.
LO 4
P6. Customer service strategies in relation to a certain service sector
It is of immense significance for each and every organisation to apply effective customer
service strategies so as to serve the customers in an effective way. With respect to this, it is
analysed that such strategies would provide aid to firm in deriving high satisfaction from them.
1

This will enable Hazev Restaurant to ensure its sustainability within market place for a long
period of time. There are several strategies that are employed by the respective restaurant in this
regard. However, the most effective and crucial ones are discussed in a detailed manner as
follows:-
Training: This is considered as one of the most crucial customer service strategies that
are employed by almost each and every firm operating within any corporate sector. This strategy
emphasizes upon the employees as they are the ones who are actually engaged in providing high
quality services to people. It is the executives of Hazev Restaurant who come into contact with
customers in order to serve them in a better manner. Training becomes essential in order to
acquaint the employees with the standards and demeanour which is required to be maintained at
the time of dealing with the customers. Training sessions enhance the existing level of skills and
knowledge of staff and thereby provide assistance to them in catering to the needs, demands and
preferences of clientele. This raises the goodwill and market share of firm.
Infrastructural Development: This is yet another effective customer service strategy
which is employed by firms with a view to engage customers effectually and serve them in a
better manner. Infrastructure includes the equipments used in food and beverage production,
technologies, knowledge, organisational capabilities etc. By capitalising upon the infrastructural
development, the management of Hazev Restaurant seeks to gain the attention of a large number
of consumers. When customers feel that they are getting service as per their demand, they derive
high satisfaction from them. This makes them exhibit loyalty towards Hazev Restaurant and
spreading awareness about the company via word of mouth publicity. This raises the sales as
well as profits of enterprise.
P7. Customer service strategies create and develop experience for accomplishment of needs
There are several ways through which customer service strategies appropriately create as
well as develop experiences of customers which accomplish their needs alongside required
business standards. This is explained in a detailed manner as below:-
Training of Employees: Hazev Restaurant is quite aware of the need to provide
development opportunities to employees so that they can serve the customers in an effective
manner. Thus, the management of this hospitality organisation conducts training and
development sessions at regular intervals of time. This enables the employees to inflate their
existing level of skills and knowledge. When they are competent to meet the needs of customers,
2

they are able to serve guests in a better manner. Thus, this strategy create and develop
experiences for accomplishment of customer needs through engaging them with knowledgeable
and educated employees who could assist them in a better manner.
Infrastructural Development: Hazev Restaurant is a well renowned restaurant which is
known for developing its infrastructure according to time and changing business environment.
Customers only have to update their mobile applications to acquire better and more appropriate
services. Moreover, they perceive ease, convenience and enhanced service quality in digital
services, which the firm could optimally ensure through developing its infrastructure.
CONCLUSION
On the basis of above discussion, it can be said that management of customer experience
is a key procedure for companies as it aimed at ensuring the stipulation of quality services to
people and consequently the attainment of extensive satisfaction from them. In addition to this, it
is important for firms to take into use a number of digital technologies prevailing in market to
appeal to customers in an effective manner. This enables companies to build strong connect with
customers and thereby influence them to experience the offerings of company.
3

REFERENCES
Books and Journals
Bilgihan, A., Kandampully, J. and Zhang, T., 2016. Towards a unified customer experience in
online shopping environments: Antecedents and outcomes. International Journal of
Quality and Service Sciences. 8(1). pp.102-119.
Bolton, R.N., and et. al., 2018. Customer experience challenges: bringing together digital,
physical and social realms. Journal of Service Management. 29(5). pp.776-808.
Chahal, H. and Dutta, K., 2015. Measurement and impact of customer experience in banking
sector. Decision. 42(1). pp.57-70.
Cottrell, S., 2015. Skills for success: Personal development and employability. Macmillan
International Higher Education.
4