Digital Technology's Impact on Customer Experience

This report concludes that digital technology is profitable for organizations to manage client experiences and consumer relationships. It justifies various customer strategies used by firms to promote food events, improve business performance in the service sector, and develop client experience levels. Digital technology plays a crucial role in making good relations between companies and consumers.

UNDERSTATING
CUSTOMERS

Table of Contents
INTRODUCTION...........................................................................................................................1
LO 3.................................................................................................................................................1
P5 Impact of Digital technology in managing consumer's experience.......................................1
LO 4.................................................................................................................................................2
P6 Consumer service strategies in Restaurant............................................................................2
P7 Consumer service strategy for developing their experience .................................................3
CONCLUSION................................................................................................................................4
REFERENCES................................................................................................................................5

INTRODUCTION
Customers is a person who buys products or services from organization and shops. They
play an important role in making business more successful and powerful than the other
organizations. Thus, to increase business profitability and productivity firms need to understand
their consumer's requirement and demands (Chiu and et.al., 2014). The present report is based on
Hazev restaurant that blend of classic and modern Eastern Mediterranean cuisine of Anatolia. In
this study explain digital technology impact in managing consumer experiences and also
discussed customers service strategies. Furthermore, this report justify the effectiveness of these
strategies for developing customers experiences.
LO 3
P5 Impact of Digital technology in managing consumer's experience
Digital technology include all kinds of electronic tools, applications and equipment that
use for the information in form of numeric code. These technologies are mostly adopted by the
organizations for attracting people more towards their firm services and also for managing their
experiences. Hazev restaurant using digital techniques for making their business successful and
serving good quality services to clients that help for operating guests experience. Modern
generation use digital technology for getting information about something and also to book
restaurant and hotel facilities. Organization applies this technique in their business activity and
functions for understanding guests needs and demand (Poncin and Mimoun, 2014). Thus, after
knowing all things about their preferences firm offer their best services and food products to
Docklands Academy staff members. Digital technology affect Hazev in operating their
consumer's experiences effectively and raise their reputation as well in the marketplace.
Digital technology help to build relationship between the organization and customers.
Customer relationship management (CRM) is a technology that use by the company for
managing relation and interactions with consumers and potential clients. It helps firm to stay
connected to clients, improve productivity and profitability, streamline process etc. they manage
the entire business connection and information as related with the customers. Operational and
collaborative CRM are the best example of Customer relationship management system.
Advantage of CRM system
Customer relationship management system help to manage customer info and allow
employees to be much efficient and productive by tracking consumers requirement and adding
1

reminders for meeting and sales calls. It also helps organization to maintain their growing
business speed and growth of clients experience (Advantages and disadvantages of CRM. 2017).
This process becomes automatic controller that send SMS and Emails automatically to guests
including bookings and other information. It builds strong and long lasting connection with
clients, by small and meaningful activity such as sending them wishes according to the
occasions.
Disadvantage of CRM system
By implementing CRM in business functions organization face major obstacles that
impact on their relationship with the potential and new customers. CRM system slow down the
effectiveness of employees and make them more dependable on other things. It also slows down
firm process of serving quality services and goods and develop the thought of being hacked
among team and clients.
LO 4
P6 Consumer service strategies in Restaurant
Strategy specify standards of service and products that restaurants offer consumers and
sets requirement for assemblage with those levels (Ashley and Tuten, 2015). It is an essential
part of firm business plan that relies on client's satisfaction and any other organization which
develop a strategy not only for attract consumer's, but make them comfortable and happy more
over than their competitor. Therefore, Hazev restaurant use CSS for developing their business
and increase profitability and productivity that grow its standard level. Docklands Academy
deliver an international food event for staff and students with the help of Hazev restaurant. They
need to offer the best facilities and services much better than its competitor, so for that they make
different customer service strategies.
Consumer's service strategy:
 Using social media: Social media are interactive digital technology that facilitate
creation, innovation and sharing ideas, information, thoughts and other expression
through networks and communities. It is one of the best strategy that apply by Hazev for
attract customer's and higher the level of their experience in firm. By promoting their
services and food products they assure clients about their deliver quality which enhance
their experiences. Through social media platform firm understand clients needs and
opinions which help in the process of offer service or improving it in much better way.
2

 Identify service quality: Organization need to identify their goods and service quality by
using different tools and techniques that help for measuring things in much better way.
Thus, after identifying facilities and products firm improve its quality that develop
customer's interest more and attract them toward business functions and procedures. It is
very important thing that need to be focus by Hazev restaurant for making their business
more successful and satisfying their consumer's as well.
 Customer service training: Hazev develop customized worker training that express their
approaches to service. It is a practical technique that demonstrate the employee's respond
which they expected to all service interactions. Training tech workers how to perform
their work effectively at restaurant that build its reputation. Skilled employees hardly
perform for enhancing consumer experiences.
 Customers feedback's: Clients feedback directly inform about customers dissatisfaction
and satisfaction that they feel with service or products offer by Hazev (Ordenes and et.al.,
2014). Through getting guests feedback's firm modify their facilities structure and make
it more attractive that attract people. This is one of the best and effective strategy that
organization apply in deliver good quality facility.
P7 Consumer service strategy for developing their experience
Hazev restaurant and Docklands Academy both follow different CSS for develop and
creating clients experience that meets with the demand of customer and requirement of business
standards. Thus, to develop guests experiences, both promote and plan food event in restaurant
that help to increase business profitability and standard level more than its business competitors.
There are such strategies that developed customer's experience-
 Level of satisfaction: Hazev restaurant use strategies for developing customer
experience more and provide them better services through effective team or staff. By
using social media tools they identify clients demands and preferences which they expect
form the firm. They offer consumer products and facilities according to their requirement
that make them happy and satisfied with organization services. Firm want to invest
money for creating friendly environment at workplace that enhance customer's
experience and maximize profit margin.
 Direct contact: Hazev apply customer feedback's strategy that help to identify clients
satisfaction and dissatisfaction levels. Through this process they improve service quality
3

which meet with the needs of client. Feedback is the most effective way that directly
connect organization with the consumer's for purpose of knowing their needs and
demands. Firm demonstrate clients and expectation toward them that help in the process
of serving goods. Thus, after knowing guests need firm give them good facilities which
develop their experience more over than now. They attract guest by creating or innovate
new techniques that make their business successful.
 Customer need and requirement: It is essential to Hazev for providing better goods and
services to clients for develop their experience and raise it at higher stage. They use many
strategies that enhance on customer's experiences and make business profitable. By
identify consumer's need and trained employee's organization maximize the level of
clients experience in better way that meet with demand of guests and business standards
(N. Bolton and et.al., 2014). Effective workforce also give their support for increasing
profitability and productivity and also contribute through hard working performance that
developed good experiences.
CONCLUSION
In this report has been concluded that digital technology is very profitable for
organization to manage clients experiences and consumer relationship with the business. The
present study justify various customer strategies that use by the firm to promote and plan food
events that help to better business performance in service sector. Furthermore, this study has
concluded different consumer's service strategies that are beneficial for developing and
increasing clients experience levels. It also explains digital technology use by company in
making good relation to consumer relationship management which includes weakness and
strength of CRM system in firm.
4

REFERENCES
Book and Journals
Ashley, C. and Tuten, T., 2015. Creative strategies in social media marketing: An exploratory
study of branded social content and consumer engagement. Psychology & Marketing.
32(1). pp.15-27.
Chiu and et.al., 2014. Understanding customers' repeat purchase intentions in B2C e‐commerce:
the roles of utilitarian value, hedonic value and perceived risk. Information Systems
Journal. 24(1). pp.85-114.
Klaus, P., 2014. Measuring customer experience: How to develop and execute the most
profitable customer experience strategies. Springer.
N. Bolton and et.al., 2014. Small details that make big differences: a radical approach to
consumption experience as a firm's differentiating strategy. Journal of Service
Management. 25(2). pp.253-274.
Ordenes and et.al., 2014. Analyzing customer experience feedback using text mining: A
linguistics-based approach. Journal of Service Research. 17(3). pp.278-295.
Poncin, I. and Mimoun, M.S.B., 2014. The impact of “e-atmospherics” on physical
stores. Journal of Retailing and Consumer Services. 21(5). pp.851-859.
Online
Advantages and disadvantages of CRM. 2017.[ONLINE]. Available through:<
https://www.targetintegration.com/advantages-and-disadvantages-of-crm/>
5