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Customer Experience Management Assignment Solution

   

Added on  2021-01-01

27 Pages4769 Words233 Views
MANAGING CUSTOMER EXPERIENCE1
Customer Experience Management Assignment Solution_1
Table of contents Introduction......................................................................................................................................3Task 1...............................................................................................................................................3LO1 Explanation of the needs and expectations of market segments in customer serviceindustry.........................................................................................................................................3P1 Explanation of the importance of understanding the requirements and preferences ofexisting customers in service industry.........................................................................................3Task 2...............................................................................................................................................5P2 Explore the different factors that drive and influence customer engagement of differenttarget customer groups within a service sector organisation.......................................................5Task 3.............................................................................................................................................14LO2 Discussion about the customer experience map to create business opportunities anddevelopments.............................................................................................................................14P3 Establish a customer experience map for the service sector organisation............................14P4 Discussion of the way by which the customer touch points through customer experiencehelps to create business opportunities for the service sector organisation.................................15LO3 Analysis of the impact of digital technology in customer relationship management....17P5 Analysis the way by which digital technology helps in managing customer experiencewithin the service sector by providing specific example of CRM system...............................17LO4 Application of customer experience management within the service sector to developcustomer relationship.................................................................................................................18P6 Analysis of the strategies for improvement in customer service........................................18P7 Demonstration of customer service strategies that helps to develop customer experienceand meet their requirements.......................................................................................................19Conclusion.....................................................................................................................................232
Customer Experience Management Assignment Solution_2
References list................................................................................................................................243
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Introduction In this study, it mainly focuses on the customer needs and preference of different customer of theorganisation name “Gilpin Hotel & Lake House. This analysis maintains helps to determinethe preferences and expectation of customer in different firms. However, it provides a goodquality food and accommodation in a wide, arranged room as per the customer’s need. In thiscase, organisation may offer the holidaymaker with poolside services and entertainmentmaterials to fulfil their requirements.Task 1LO1 Explanation of the needs and expectations of market segments in customer serviceindustryP1 Explanation of the importance of understanding the requirements and preferences ofexisting customers in service industryIt is seen that the following customer requirements can be appropriate for the different customertypes. Disabled Customer Access ramp next to front stepsSufficient space to pass between tablesMenus written in brailBusiness Person Wi-FiMobile, telephone charging pointsMeeting roomsGym Instructors Calorie information printed on the menuHealthy dishesA nice view from the windowPrimary School children Menus written in brailFun foodCrayons and colouring books4
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Holiday maker Local foodEntertainmentPoolside serviceHospital Patients Nutritious foodMeals brought to the bedsideEasy to eat foodCouple on a first date No garlic in the dishesCandlelightSoft musicOld age pensioner Meeting roomsPlenty of time to eat the meal without rushingFood that makes them remember things from the pastPopstarChampagnePrivate section of the restaurantLuxurious foodCollege student Wi-FiPoolside serviceComfortable sofas to sit onCommuter Grab & Go coffee and foodWi-Fi, so that they can collect emailsRestaurant/Cafe is on their route to the bus/train stationTeenagers Loud pop musicMilkshakes and sodaFast foodMothers with babies Nappy changing facilitiesBottle warmersStrollers and pramsCustomer going totheatreRestaurant being close to the theatreThemed menu reflecting the show they are going to see5
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Quick serviceSoldier Meals that give extra energyPlenty of space to eat with other soldiersA secure place to put their riflesHence, the above mentioned requirements are appropriate for the different types of customers. Task 2P2 Explore the different factors that drive and influence customer engagement of differenttarget customer groups within a service sector organisation In the modern competitive market, there are many hospitality organisations which providecustomer services as per their customer needs. As stated by Eggert et al.(2014), the competitionmakes the entire hospitality organisation create different strategies to develop their business inthe modern service industry. Among all, Gilpin Hotel & Lake House is a top rated hospitalityorganisation, which provides the service of a luxury hotel, proper accommodation, and qualityrestaurants. There are different types of customer, who like different things and have differenttaste such as a holidaymaker always wants quality foods and accommodation, poolside servicesand entertainments to make their holiday better. The organisation can provide a good qualityfood and accommodation in a wide, arranged room as per the customer’s need. The hospitalityorganisation may offer the holidaymaker with poolside services and entertainment materials tofulfil their requirements. This business strategy can help the organisation to meet their customerneeds and make a good service experience among the customers. On another hand, a couple on a first date wants a candlelight dinner and soft kinds of music tomake their date memorable for them. Hence, the organisation needs to provide an arrangement ofcandlelight and some soft background music to meet the customer’s need. The better service canmake a great experience among the customers and help the customer engagement to bedeveloped. Similarly, the old persons want quality and hygienic foods and plenty of time to eat itwithout rushing as well as a meeting room for spending the spare times. According to Kumar andReinartz (2018), the hospitality organisation has to provide healthy and quality food at a fair6
Customer Experience Management Assignment Solution_6

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