Enhancing Customer Experience - Thomas Cook

Added on - 21 Feb 2021

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Enhancing customerexperience1
Table of ContentsINTRODUCTION...........................................................................................................................3PART 1:...........................................................................................................................................3P1 Value and importance of understanding needs & preferences of target customer groupswithin service sector industry......................................................................................................3P2 Different factors that influence customer engagement of different target customer groupswithin a service sector organization............................................................................................5P3 Customer experience map......................................................................................................6P4 How customers touch points throughout the customer experience create businessopportunities................................................................................................................................8PART - 2..........................................................................................................................................9LO4..................................................................................................................................................9P6 Customer service strategies in a service sector context..........................................................9P7 Customers service strategies create and develop the Customer experience in a way thatmeets the requirements of the business standards.....................................................................11PART 3:.........................................................................................................................................12P5 Importance of digital technology in managing customer experience with examples ofcustomer relationship management system...............................................................................12CONCLUSION..............................................................................................................................14REFERENCES..............................................................................................................................152
INTRODUCTIONCustomer experience can be defined as a relationship which a customer has with abusiness. This present study has 3 parts in which first part is presentation, second part isindividual report and third part is article. Thomas cook is a British global travel company whoseheadquarter is in London, UK. This second part and individual report is going to show somecustomers service strategies that are being used by Thomas Cook hotel. It helps them indeveloping customers experience and satisfies their all needs and demands. Last part of thispresent study and article will show the importance of digital technology in order to managecustomers experience along with advantages and disadvantages of CRM system.PART 1:P1 Value and importance of understanding needs & preferences of target customer groups withinservice sector industryCovered in PPT...P2 Different factors that influence customer engagement of different target customer groupswithin a service sector organizationCovered in PPT...P3 Customer experience mapCovered in PPT...P4 How customers touch points throughout the customer experience create businessopportunitiesCovered in PPT...3
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