Customer Journey in Dukes Hotel London

Dukes Hotel London

Table of content
• INTRODUCTION
• Service Blueprint
• Customer service journey
• Physical evidence of service journey
• On stage interactions of service journey
• Back stage interactions
• Support procedures
• Applying knowledge to service blueprint diagram
• Where social distancing measures are implemented-
• CONCLUSION
• REFERENCES

Executive Summary
•This report has summarized the different stages of customer journey map in the organization.
Also, this report has summarized the physical evidence stages of the company and way they will be performed in
the organization.
• It has been identified that by considering all the social distancing measures, firm satisfied their consumers and
gained competitive advantages

Introduction
 DUKES LONDON is one of the most luxuries hotels in the United Kingdom.
 Organization target consumers based on income, age and education level, all the age group of people
especially business man,
 Some trends are reducing carbon foot print and use of organic food items to cook food or prepare a meal for
guest.
 Customers expect that workers will provide quality services to them after wearing proper uniform and wear
mask as well.