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Managing Customer Experience Assignment Solution (Doc)

   

Added on  2020-10-05

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Managing CustomerExperience

Table of ContentsINTRODUCTION...........................................................................................................................1TASK 1............................................................................................................................................1P1 Value and importance of understanding needs and wants and preference of targetcustomer's group for hospitality industry....................................................................................1P2 Investigating different factors that drive and influence customer's engagement of varioustarget group of customer's...........................................................................................................2TASK 2............................................................................................................................................3P3 Creating customer experience map for selected service sector organisation.........................3P4 Touch points to create opportunities through customer's experience within organisation....4TASK 3............................................................................................................................................5P5 Examining digital technology in managing customer's experience.......................................5TASK 4............................................................................................................................................6P6 Illustrating customer's services strategies in a specific service sector...................................6P7 Demonstrating how customer's service will create and developing customer's experience.7CONCLUSION................................................................................................................................9REFERENCES..............................................................................................................................11

INTRODUCTIONIn today's context customer's are refer to practice of reacting towards interaction which isusually carried out with customer's as per their need and preferences in order to meet upcustomer's expectation. By meeting customer's need and wants an organisation is able to haveadvocacy, loyalty and satisfaction of customer's in an attractive manner. It is a accumulationprocess which are adopted by many organisation in order to track, organise and overcome withcommunication among organisation and customer's(. Blázquez, 2014). In this report organisationchosen is Easy Hotel Plc , an international super budget hotel chain headquartered in London.This report is going to analysis importance of customer's experience along with different factorsthat drive customer's engagement as well as customer's experience map. Moreover, creatingopportunity by customer's experience and scrutiny of digital technology in enhancing customer'sexperience. Furthermore, developing customer's service strategies and illustration and differentways in which customers experience is developed.TASK 1P1 Value and importance of understanding needs and wants and preference of target customer'sgroup for hospitality industryIn every organisation in it necessary to take in to consideration that customer's need andwants are to be fulfilled in an appropriate manner so that a particular organisation can remaincompetitive in marketplace for longer duration of time. Addressing needs and preference ofcustomer's can help an organisation to improve their satisfaction level of its potential consumeras well as acquire high customer's loyalty(Alexander, 2013). In context to Easy Hotel Plc arehaving strong customer's base as they are providing great experience in spending their leisuretime by travelling and exploring places. With such offerings a particular organisation is able tomaintain their brand image in competitive marketplace. Herein, they are targeting theircustomer's by identifying wants and need so that they can meet up their aims and objectiveswithin stipulated period of time. Different needs and wants of customer's of target group of a particular organisation

Customer GroupNeedsWantsPreferencesBusiness personsConference room andbanquettes for havingofficial meetings withhealthy environmentAvailability of socketand Wi-Fi facilities. Peaceful ambience andgood quality of foodand beverages Families Attractive gamingzone for kids,swimming pool andspecious rooms andother facilities. Funlovingenvironment withbetter quality of foodand services. Relaxing facilities suchas meditation sessions,yoga classes, Spa,transportation facilitiesto visit sites. YouthWell-equipped roomswith attractivepremises Wi-Fi facilities,swimming pool andlounge area.Disc and bar area forparty in order to spendtime.From the above drawn table it has been identified that different age group of people arehaving different needs and requirement as per taste and preference. It are the targeted customer'sof Easy Hotel Plc. They are offering their services as per their need and requirement in thismanner they are able to maintain high customer's base in competitive marketplace of sameindustry line.P2 Investigating different factors that drive and influence customer's engagement of varioustarget group of customer'sIn hospitality industry there are different target group of people that exist within businessenvironment which creates impact on customer's engagement within industry (Cetin and Dincer,2014). It is essential for Easy Hotel Plc consider environment factors in an effective manner sothat they can attain sustainability for longer period of time. Herein, factors that drive andinfluence customer's engagement of various target groups are as follows: In today's era youth are basically attracted towards parties, exploring places in differentway in order to have leisure time. For such they need disc, bar, swimming pool, loungearea as per their requirement so that they can spend their time accordingly to their way.Thus, it is essential for an organisation to consider such offerings so that they can attractlarge number of youth towards their organisation in an effective manner.

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