Understanding Customers: Values, Importance, and Factors

Induction - Understanding
Customers

Table of Contents
INTRODUCTION...........................................................................................................................1
LO 1.................................................................................................................................................1
P1 Values and importance of understanding needs, wants and preference of target customer
group...........................................................................................................................................1
P2 Factors that drive and influence customer engagement.........................................................1
LO 2.................................................................................................................................................2
P3 Customer experience map......................................................................................................2
P4 How customer touch points throughout the customer experience create business
opportunities................................................................................................................................3
CONCLUSION................................................................................................................................4
REFERENCES................................................................................................................................5

INTRODUCTION
Understanding customers termed as a key of supplying goods and services to the
customers as per their needs and expectations. As the management of customer experience is a
combination of procedures which a business uses in order to track and organise every
interactions among a customer and organisation throughout the life-cycle of customers. Hazev
Restaurant is considered to be chosen as a best place which is one of the best London Turkish
restaurant that offers exciting taste. In this report discuss about the value and importance of
customer expectation for hospitality services, prepare customer experience mapping, drivers of
customer engagement and about the touch points.
LO 1
P1 Values and importance of understanding needs, wants and preference of target customer
group.
For every business organisation customers are considered as a most important aspect for
which they facilitates goods and services. It is requisites for businesses to operates in that manner
which results in the serving better the customers requirement and expectation. In order to
become a successful business the Hazev restaurant needs to analyse the customers needs, wants
as well as preferences that will help in gaining long term success (Mone, 2018). The need
determination helps in formulating appropriate strategies through which the customer's gets
higher satisfaction and valuable experience. Ensuring about the increased customer experience
helps the restaurant in creating and maintaining positive image within the market.
Some of the ways through which customer's can be profiled within the market such as
age group, gender, marital status and so on (Goodman, 2019). As all categories demand different
tastes, goods, preferences so that the Hazev Restaurant needs to analyse customers requirements
firstly in order to binding them for longer duration of time. The expectations of target customers
drive the goods and services of restaurant because on the basis of this Hazev will make a plan for
satisfying the emerging needs of customers.
P2 Factors that drive and influence customer engagement.
Customer engagement refers to the process of business communication which take place
between a restaurant and their external stakeholders by using media such as television,
newspaper etc. For being a well reputed restaurant, Hazev attracts large customers on regular