This report discusses the value and significance of understanding the wants, needs, and preferences of target customer groups. It also explores different factors that drive and influence customer engagement of various target customer groups.
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Induction Understanding customers
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Table of Contents INTRODUCTION...........................................................................................................................4 TASK 1............................................................................................................................................4 P1 Value and significance of understanding wants, needs & preferences of target customer groups.....................................................................................................................................4 P2 Different factors that drive and influence customer engagement of various target customer groups.....................................................................................................................................6 TASK 2............................................................................................................................................7 P3 Develop a customer experience map.................................................................................7 P4 Customer touch-points throughout the customer experience create business opportunities. ..............................................................................................................................................10 CONCLUSION..............................................................................................................................11 REFERENCES..............................................................................................................................13
INTRODUCTION Customer experienceisan important factor helps in maintaining sustainability and raising the profit ratio in an effective manner. For an organisation it is essential to examine customer experience so that they can modify their strategies according to the requirements and needs of customers (Al-Ahmad and Mohammad, 2012). In the present report, Hilton Hotelisusedas a base company which is located withinUnited Kingdom.This reportincludes discussions about requirement and demands of customers, developing customer experience map as well as various factors which influences customer engagement. TASK 1 P1 Value&significance of wants, needs & preferences of target customer groups. In today’s world customers are the king who consumes all the goods and services offered by companies. Therefore, it is very essential for the management team to identify their needs and demands. In the present context of Hilton Hotelit has been identified that target customers of the organization includestravellers,business organisation, families. For this, managers of Cosmo restaurant are going to conduct a study which helps them in satisfying the needs and wants of consumer (BERHE, 2017). CustomersNeeds andwants TravellersCustomised services Attractive views from the room Wi-Fifacilities Business organisationConference hall High quality meeting rooms FamiliesCustomised room services Rangeofchoices as per requirements Package system
With theassistanceof abovestatedchart ithasbeen identified that there are different types of customers having their own requirement and needs from Hilton hotel. Therefore, it is required by the management team of the company that they must analyse their target customers needs and wants so that they can satisfy their wants and maintain sustainability for a long period of time (Bruce and Love, 2018). P2 Different factorswhichinfluence customer engagement ofdifferenttarget customer groups. Customer engagementrefersto thebasically the relationship among the customer and the company. Companiesadoptboth onlineandofflinemethodsin order to connect with large number ofcustomers.It has been identified that with the help ofECRM techniquemanagement teamof an organization will be able to maintain relations withcustomers. Travellers:Itconsistsallthoseindividualswholovesto travel andwants to explore new places. Their requirements are quite different from other targeted customers as they prefer customised services and unique stay places where they gain new experience(Gingiss, 2017).In the present context of Hilton Hotel, managers provide customised services and give them rooms with unique views and surroundings. Businessorganisation:InthepresentcontextofHiltonHotel,managersprovide conference and meeting hall to the business organisation so that they can conduct their Official meetings at hotel in an effective manner. By providing them high quality service to the clients who belong to different businesses help them in maintaining their brand image at the competitive marketplace. Families:They are thepeoplewho go for familyvacationswherethey requires personalised packages as per their requirement. In the present context of Hilton Hotel, managers examine needs and wants of such customers and provide them customised services in order to retain them for a long period of time. TASK 2 P3 Develop a customer experience map. Itreferstoa toolusedbylarge number of organizations in order to examine the perception of customers towards the services offered by them.In thepresentreport, ithasbeen considered thatconsumerexperience mapare veryessentialfactors (Cook, 2017.). In reference
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to Hilton hotel, managers of the company adopt mapping method on a continuous basis so that they will be able to know about the perception of customers. Pre TourDuring TourPost Tour TouchpointsAtpresent,customer adoptonline portalsin ordertosearch informationregarding anything. This is one of the easiest method as it saves cost as well astime(Harmeling and et.al., 2017). Itisrequiredto givequalitative servicesoncethe bookingis confirmedby customers. Itissaidthat customer examine feedbackand commentsand thenmake perception towards the company. Customer perceptionThisisthephase wherecustomers createperceptions towards the company on the basis of print mediaandthentake decisions accordingly. Customersusually feelunsatisfied whenthereisno properinteraction betweenthelocal residents. Thisisthepoint wheretravellers sharetheir experiencewith friends,family, colleagues. Ideas for improvementCompaniesmight improvetheirservices sothat they can gain positive response from customersbygetting regularfeedbacks from them. Itisessentialto providetraining to tour guidesin order toimprove themselvesin various manner. Atthisphase, consumersshare theirexperienceas wellasphotos witheach others(Hilland Alexander, 2017).
P4 Customer touch-points throughout the customer experience create business opportunities. It is said thattouch pointofcustomerstakes place whenindividualsinteract with the organisation for a very first time in order to consume their services and products. For making a positive interaction with customers, managementteam of Hilton hotel use some techniques which are going to be discussed as follows: Website:In today’s world everyorganization wants to maintain appropriate competition for this they decides to make their official website where they can share information related to the service offeredby them (Gingiss, 2017). In the present context of Hilton hotel,marketing managerprovide all the required information on their website so that it becomes easy for the customers to know about different services offered by company. This as a result increase the knowledge of customers and help the company to maintain their brand in competition at the competitive marketplace. Telephone:Itis considered asone of the mostcommonmethodof communicationwhich takes placeamongthe organization andthe customers. In the present context of Hilton Hotel, large number of customer prefer telephonic communication in order to confirm booking. Therefore, managers need to hire candidates who have effective communication skills so that they can assist in increasing the overall profitability of the company (Goodman, 2019). CONCLUSION Withthe assistance of above stated, it is said thatcustomer experienceshelps in maintaining sustainability andincreasinggrowth rate of theorganization. Before operating business functions at the marketplace it is essential to identify the needs and requirements of target customer so that they attainpositive results. Along with this by satisfying all the requirements in an effective manner, management team of the hotel will be able to maintain reputation of the company in an appropriate manner.
REFERENCES Books and Journals Al-Ahmad, W. and Mohammad, B., 2012. Can a single security framework address information security risks adequately.International Journal of Digital Information and Wireless Communications.2(3). pp.222-230. BERHE, D., 2017.The effects of service quality dimensions on customer satisfaction: the case of nib insurance sc(doctoral dissertation, st. Mary's University). Bruce, A. and Love, S., 2018.Speak for a Living: The Insider's Guide to Building a Speaking Career. American Society for Traini Cook, S., 2017.Measuring customer service effectiveness. Routledge. Gingiss,D.,2017.Winningatsocialcustomercare:Howtopbrandscreateengaging experiences on social media. CreateSpace Independent Publishing Platform. Goodman, J., 2019.Strategic customer service: Managing the customer experience to increase positive word of mouth, build loyalty, and maximize profits. Amacom. Harmeling, C. M., and et.al., 2017. Toward a theory of customer engagement marketing.Journal of the Academy of Marketing Science. 45(3). pp.312-335. Hill,N.andAlexander,J.,2017.Thehandbookofcustomersatisfactionandloyalty measurement. Routledge.