Managing Customer Experience: Touchpoint Analysis of Lean Restaurant

This presentation provides an overview of customer experience management, focusing on Lean Restaurant in London, UK. It highlights the importance of understanding customer preferences and perceptions in a competitive market. The presentation covers touchpoint analysis, emphasizing the mapping of the customer journey and identifying contact points between the company and its customers. It concludes that managers need to identify the customer experience map to enhance products and services, acknowledging key touchpoints for improvement. References to relevant academic articles are also included to support the analysis.

MANAGING
CUSTOMER
EXPERIENCE

TABLE OF CONTENT
 Introduction
 Customer experience management
 Touchpoint analysis
 Conclusion
 References

INTRODUCTION
Managing customer experience is a framework which helps managers and
staff members to carry on activities according to customers tastes and
preferences. The company selected for this presentation is Lean
restaurant, which is based in London, UK. The presentation covers the
customer experience management and toughpoint analysis of company.

CUSTOMER EXPERIENCE
MANAGEMENT
Customer experience management is more often about
providing services to customers online, it also tells about
the customer’s preference. You can make and deliver you
own individualize observation which will make them more
true to you and also make other people aware about it.
And that's the upmost point for Leon. Attaining knowledge
about the customer choice isn't enough. It is obtained
through customer perception and also acknowledging the
view point of customer.

CONTINUE…
Customer experience management is vital for Leon, as the
customer experience is a critical differentiator in hyper-
competitive, hyper connected global market place for
company. It is important for Leon to build up the product
preference among the youth through their different
experiences shared with the company.

TOUCH POINT ANALYSIS
In marketing, touch point specify relation between company
and customers. More often it is interconnection between
company trademarks, goods, services employees. This
contact can be made by sellers and customers during and
after the purchase of the product.

CONTINUE…
In Leon touchpoint analysis can be done as follows:
 It is basically the mapping of customer’s journey. Leon
Company understands how a viewer becomes a customer.
To this end, it is important that how customer does comes
to know about the company, products and the services.
 Next step is to record the contact points. What medium
does customers contacts the company through provides
information about touchpoint. The mediums are sales,
partners, support and etc.

CONCLUSION
From the above presentation it can be concluded that managers of company
needs to identify the customer experience map to enhance the products
and services of company. In addition to this, they also need to
acknowledge the touchpoints on which it would be working.

REFERENCES
Ebert, C., 2018, May. Managing software products in a global context.
In Proceedings of the 13th International Conference on Global Software
Engineering (pp. 69-76).
Gbadamosi, A., 2020. Managing products and customer
value. Entrepreneurship Marketing: Principles and Practice of SME
Marketing, p.112.
Dunkley, K., Diack, M. and Ritchie, M., 2018. Managing stress in
pharmacy: creating a healthier working environment in pharmacy by
managing workplace stress.