Managing the Customer Experience

Managing the
Customer Experience

Table of Contents
INTRODUCTION......................................................................................................................3
TASK 1......................................................................................................................................3
P 1. Value and importance of understanding the preference, needs and wants of target
customers group ....................................................................................................................3
P 2: Covered in poster............................................................................................................4
TASK 2 .....................................................................................................................................4
P 3 Consumer experience map for a selected service organization.......................................4
P4 Customer touch point throughout the customer experience create business opportunities
................................................................................................................................................6
TASK 3 ....................................................................................................................................8
P 5. Digital technology is employed in managing the customer experience within the
service sector..........................................................................................................................8
TASK 4......................................................................................................................................9
P 6.Illustarte consumer service strategies in context to specific services sector ...................9
P 7. Consumer service strategies create and develop the customer experience....................9
CONCLUSION........................................................................................................................12
REFERNCES...........................................................................................................................13

INTRODUCTION
For an organisation it is essential to manage the customers in such a way that they
become satisfy and feel joyful as a result their experience can be better. People have different
desires and needs so it is necessary for corporation to fulfil their wants as per the
requirement. In this report chosen restaurant is Gymkhana and it is from London. The
objective of organisation is to manage the consumer experience by satisfying the needs of
people. This report discusses about the following topics which are: various factors that drive
& influence customer engagement, expectations and needs of market segments, impact of
digital technology, consumer experience map to create business opportunities. Apart from
this report talks about effective customer experience management in hospitality industry.
TASK 1
P 1. Value and importance of understanding the preference, needs and wants of target
customers group
To analyse the desire and needs of people is difficult for an organisation because all
persons have its own demand as per their taste and food habits. For a hospitality industry it is
not an easy task to identify the desires of all consumers who visits in hotel and restaurant.
Gymkhana can analyse the needs of customers with the help market segmentation and on the
basis of it organisation can fulfil the wants of persons. It can provide the services to
consumers as per their likes and dislikes (Wong, 2013). Gymkhana provides various services
as per the needs and preference of people so consumers like to come in their premises. It
targets various types of consumers such as business persons, gym inspector, disabled
customers and hospital patients.
Questionnaire:
Type of customer Different
types of customer needs
Holidaymaker Pool services and
transport facilities,
Changing and nappy
facilities,
Meal at beaside and
proper place to take
food
Business person Separate room for
business class
Proper space to pass
between table, Charging
Quality food and Wi-

persons, comgortable
seat
point for phone Fi facility
Hospital patients
guest
Provide clean room
for rest
Purified water and
Healthy food
Proper information
about calorie on menu.
Soft music Charging point for cell
mobile
Beautiful view from
window
Gymkhana targets consumers and always try to satisfy them by providing quality
foods and better facilities as per their needs.
Holiday maker: Gymkhana provides the foods and other services to consumers as per
the needs and demands and makes the services faster so that delivery can be reduced. It
includes transport facilities, quality food, pool facility, nappy and cell phone charging facility
etc.
Business persons: Gymkhana provide better and quality services to its business class
persons. It is focused to satisfy the wants of consumers by providing excellent services to
them and try to fulfil the needs of consumers. It provides facilities like: Wi- Fi facility,
separate room facility, poolside services etc.
Hospital patient guest: Gymkhana always try to provide the services on the basis
consumers demand and expectations. It focuses to fulfil the needs of persons who comes
from various cities from medical treatment. It gives facilities like: healthy and nutrition food,
charging point facility and soft music (Peppers and Rogers, 2016).
P 2: Covered in poster
TASK 2
P 3 Consumer experience map for a selected service organization
There are various things which can be used by Gymkhana to maximize its reach to the
consumer and which are based on experience map.
Website: All companies have their personal websites which provides the information
about organisation to consumers. Gymkhana has its own website which gives useful