Induction Understanding customers

Induction Understand-
ing customers

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
P1 Value & significance of wants, needs & preferences of target customer groups..................3
P2 Different factors which influence customer engagement of different target customer
groups..........................................................................................................................................4
TASK 2............................................................................................................................................4
P3 Develop a customer experience map.....................................................................................4
P4 Customer touch-points throughout the customer experience create business opportunities. 5
CONCLUSION................................................................................................................................6
REFERENCES ...............................................................................................................................7

INTRODUCTION
Customer experience is an 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 (Singh, 2017). In the present report, Hilton Hotel is used as a base company which is
located within United Kingdom. This report includes 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 (Setyaningrum, 2017). Therefore, it is very essential for the management team to
identify their needs and demands. In the present context of Hilton Hotel it has been identified
that target customers of the organization includes travellers, 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 .
Customers Needs and wants
Travellers  Customised services
 Attractive views from the room
 Wi-Fi facilities
Business organisation  Conference hall
 High quality meeting rooms
Families  Customised room services
 Range of choices as per requirements
 Package system