Managing Customer Experience Assignment - (Doc)
Added on 2020-10-22
11 Pages2688 Words146 Views
INDUCTIONUNDERSTANDINGCUSTOMERS
Table of ContentsINTRODUCTION...........................................................................................................................1Digital technology for managing customer experiences.............................................................1Strength and weakness of customer relationship management systems ....................................2Designing Menu for the event.....................................................................................................3Customer service strategies in food industry .............................................................................5Recommendation.........................................................................................................................5CONCLUSION ...............................................................................................................................6REFERENCES................................................................................................................................7
INTRODUCTIONDigital technology increases the customer satisfaction by save their time, render selfservice options, easy and fast communication with service provider, improved reach, betterpricing. Automated purchasing option given by Hazev by using self service Kiosks and app.Customer can avail its desired food without wasting time in ques. It also enables them topersonalized their food as per their preference. And, customization is one the major element,contributes in consumer satisfaction. Heavenly match of cloud storage and data ingratiation, helprestaurant to share its buyer's data with all the department so they can make collective efforts toenhance buyer's burying experience. For instance marketing team shares it's marketing researchdata like current trend, taste preference and buying behaviour of people. On the basis of thesedata master chef of Hazev makes changes in menu and ingredients. RFID in inventorymanagement help cafe to keep optimum fresh raw material. Food temperature now maintain bymanager via Bluetooth temperature sensors, which not only keep food ready, also maintain itstaste for long time. Mobile food ordering becomes normal things, because it renders greatflexibility to buyer to order their food form anywhere and anytime. Hazev makes its site andapps more inactive by using AI chat boots. Apart from order, now consumer can get suggestionfor food, on the basis of given data. Technology also organisation to keep its expenses, cost and wastage in limitation, Whicheventually contributes in putting the reasonable price. And, price of product has directionrelation with buyer satisfaction. CRM is widely used software in service industry. It not onlysave customer data, but it handles the complainants effteuve, send automated mail to customerabout new product and offer, greeting on special occession etc. in short, CRM enhance betterinterpersonal relation with buyer and Business, which ultimately can be seen as consumerloyalty. Seamless communication, Anticipate Problems, lesser hold time and customerempowerment are advantage, renders by digital technology in food service industry. Digital technology for managing customer experiencesOrganization by adopting the digital technology tools have increased there customerexperiences which may helps the restaurant in increasing their profitability and attracting morecustomers towards the restaurant (Lemon and Verhoef, 2016). Hazev in order to provide itscustomers with better services with qualified product which helped the restaurant in increasingthe customers base. Hazev is using various technological tools for providing its customer with1
better service quality such as it is using social media sites that consist of Facebook, Instagram etcwhich has helps the customer in identifying various information about the restaurant throughdifferent sites. Moreover, The restaurant may also help the customers to order their food via theonline media or different websites. Also, It has provided the customer with home delivery of the food by ordering their foodthrough mobile devices has helped in providing the customers with better experience. Moreover,Hazev in order to improve its customer experience is implementing the latest technologyavailable in the market to provide the customers with better facilities (Peppers and Rogers,2016). Furthermore, the restaurant is using Chat-bots for responding to their customers queriesthrough which it is able to resolve their customers issues quickly and improving their customerexperiences.The pricing, reputation and different facility of the Hilton hotel attract the customertoward their hotels to enjoy their facilities. They set the price of the product according to thedifferent groups for example for families they provide large room with extra bed services andoffer customized food. For couple they offer different services like pool parties, free dinner,concert etc. Hilton can target the young age group by offering the online food and hotel bookingservices because they often use the online services. For the old age group they can offer themorning yoga session, grooming classes etc. to engage the customer towards the hotel andincrease their interest which help Hilton to increase the profitability and productivity. The different additional services help the Hilton to differentiate their product from thecompetitors and gain competitive advantages in the market. On the basis of the past experienceof the customer they can mold their services such as Hilton can provide the Extra one night stay.It help them to improve the experience of the customer. Strength and weakness of customer relationship management systems Customer relationship management systems assist in continuous interaction with thecustomers by using these systems the restaurant is able to identify the taste and preferences of thecustomers and maintain a strong relationship with its customers. The following are the types ofcustomer relationship management systems:Operational: This system provide the restaurant with the information about thecustomers. The main purpose of this system is to gather the customers details and providethem service for the long term (Buonincontri and et.al., 2017). It includes sales2
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