Managing Customer Experience

Managing Customer
Experience.

Table of Contents
Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
TASK 1............................................................................................................................................1
P1 Explain value and importance of understanding needs, wants and preferences of target
customer groups . .......................................................................................................................1
P2. Explore different factors that drive and influence customer engagement of different target
customer groups..........................................................................................................................3
Task 2...............................................................................................................................................4
P3. Create customer experience map for selected service sector ...............................................4
P4. Discuss customer touchpoint throughout customer create business opportunities. .............6
Task 3...............................................................................................................................................7
P5. Digital technology is employed in managing customer experience including specific
examples of customer relationship management system............................................................7
Task 4...............................................................................................................................................8
P6. Customer experience strategies in specific service sector....................................................8
P7. How customer service strategies create and develop customer experience that fulfils
demands of customers and business standard.............................................................................9
CONCLUSION .............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
The customer experience is practise and designing as well as reacting to customer
interactions to accomplish with their goals and exceeds their expectation, leading to greater
customer satisfaction, loyalty and advocacy (Abd Ghani and et. al, 2017). These purpose of
having effective interaction that enhance for making better way of interaction that allows to
providing in better outcomes generates as well as helps to focus on business to elaborates in
effective needs of important customer. This is reflects for customer actual experience in positive
and negative manner.
As in this report, the organisation is Premier Inn where it is British hotel chain and UK is
having largest chain with more than 72,000 rooms and 800 hotels, it operates hotels in variety of
various location that allows more than largest city within airports overall companies with risk
likes Travel lodge and Ibis hotels. The company is majorly was established by Whitbread as
travel in 1987 to compete which is merged within business under the name of Premier travel inn.
In this report that accommodate with having more advancement towards getting better
opportunities for gain customer satisfaction. In this report, topics are covering by highlight about
better understanding needs and wants of target customer preferences, within different factor
within that drive influence customer group service sector organisation. Customer experience map
for selected organisation (Aichner and Gruber., 2017). Digital technology and employed in
managing within provides examples. Customer service strategies service sector as well as
develop customer meet needs and wants of company recommendation.
MAIN BODY.
TASK 1.
P1 Explain value and importance of understanding needs, wants and preferences of target
customer groups .
Overview of Target Market: It is basically of define standardised and to highlighting
effective as well as potential customer as per demand by any particular business. In perspective
of hospitality business like Premier Inn they only approach those customer who are eagerly
seeking for hospitality kind of services that enables to get attain their satisfaction in order to
provide higher benefits.
Characteristics of target audience through target market by approach segmentation.
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It is prospect to gaining customer way to perform to describe that enhance for basic
required for matching business offered services in positive manner (Badwan and et. al., 2017).
There is various characteristics and demand from customer through basis of Premier Inn where
they specifically target their marketplace in segmentation that explain below as:
Specification of target customer: Age group: To approach customer is not easy there is must to identify provide Vegan
traits of products and services that allows many as who having preferences of
vegetarian as well as non vegetarian (Baker and Kim, 2018). To consider age group
people like adults to old age as 20 to above 50 years which is more preferred that
enables high outcomes required for Premier Inn. Basis of income: Through perspective of Premier Inn they also prefer to target people
to having higher paying system practises that effectively affordability matter for them
where moderate age group of individual as well.
 Occupation: The Premier Inn has targeted certain gtroup who is having occupation and
with having involves in professionals, business person and age individual on
accordingly.
 Geographic location: Through approaching better Premier Inn is located by enhance
towards easy for businesses to generate optimise attract lot of more customer get
attaining provide discount profitability in increases through better way.
Value and importance of Target customer group:
The targeted customer group has varied range of importance and values which is covered
in below related in Premier Inn such as described in following steps: Customer Service: Some of aspect is most necessity prospect and under of important
way to attract customer through different way of service in which company like Premier
Inn they mainly deliver their services to customer as per their expectancy and quality
base that enhance more vulnerability towards better certain period of time.
 Social Responsibilities: Some of responsibilities that is played is business under which
is environmental that effectively care is protected that involves development traits of
factor which is benefits towards company (Dion and Borraz., 2017). In relation of
Premier Inn, as their management makes assure that their work objective must
contribute in society through less pollution and enhance market productiveness.
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