Managing Customer Experience

Managing
Customer
Experience
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Table of Contents
Introduction......................................................................................................................................3
TASK 1............................................................................................................................................3
P1 Explication of the value along with significance of acknowledgement of various customer
groups in TUI.........................................................................................................................3
P2 Investigation of various assorted factors that posses impact on customer engagement....5
TASK 2............................................................................................................................................6
P3 Customer experience map in travel & tourism industry...................................................6
P4 Discussion on ways for creation of touch points throughout customer experience..........8
TASK 3............................................................................................................................................9
P5 Analyse of various ways where digital technology can be engaged for the purpose of
management of overall customer experience........................................................................9
TASK 4..........................................................................................................................................10
P6 Expatiate service in Travel & tourism.............................................................................10
P7 Illustration of various customer service strategies..........................................................11
CONCLUSION..............................................................................................................................13
References......................................................................................................................................14
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Introduction
Managing customer experience basically refers to a process that is based on tracking
activities of a customer managing the overall customer life cycle. It consists of different types of
practices related with designing and reacting for communication that takes place according to
customer loyalty, the level of satisfaction and customer advocacy. Present report is based on TUI
you travel PLC public organisation part of British travel group and it was founded in Year 2007.
The report consists of assessment of consumer demands and components that are leading to
customer engagement. Apart from this there is a customer experience map that has been created
to discuss various opportunities (Deac, Dobrin, and Gîrneață, ., 2016).Furthermore there are
examination of different digital media tool that is used for Organisation in management of their
customer experience and how customer service strategies are being managed to create a positive
customer experience for organisation.
TASK 1
P1 Explication of the value along with significance of acknowledgement of various customer
groups in TUI.
It is very important for every organisation to acknowledge the wants and Expectations of their
customers that can be established in the overall market place it helps in furnishing consumers
with effective services (Ingram, . and et. al., 2015). Identification of customer requirements there
can be more satisfaction level that can be provided. In case of TUI plc there are certain policies
that can be developed in order to enhance their satisfaction level of customers as discussed
below:
1) Monitoring consumer actions and real-time behaviour:
Every organisation has to approach their customers to understand their overlord requirements
that can be offered to them before they demand (Pushkar and Pandey, , 2019). TUI has to make
efforts to use certain tools exact reaction of their customers and that this can eat this organisation
in furnishing overall knowledge about their customers’ Expectations and demands.
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2) Aids in formulation of different marketing strategies:
There is certain action that has to be developed in every organisation to acknowledge overall
process of understanding the customers (SEZGİN,. and TELİNGÜN, 2016). such as in TUI,
there is requirement to understand the customer requirement with the help of some marketing
campaigns such as if a particular individual is planning to go on a holiday and planning with
their family then there is need to identify their overall goals and accordingly some attractive
packages have to be offered to be availed by such target customers.
It is very important to understand wants of customers according to above discussed points ensure
that there is high profitability margin that can be used for more sustainability and for a longer
duration of time.
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