Managing Customer Experience in Hospitality Industry

Managing Customer
experience

Table of Contents
Contents
INTRODUCTION...........................................................................................................................3
LO. 1................................................................................................................................................3
Discus value as well as importance of understanding desires, preference, needs and want in
context to target clients groups in terms to those industry which are related to hospitality?3
In detail describe different factors that influence and drive customer engagement with
regards to various types of target customer groups in such form of organisation which is based
to service sector?....................................................................................................................4
LO. 2................................................................................................................................................5
In context to selected service sector firms. Develops consumers/ clients map ?..................5
LO.3.................................................................................................................................................8
Discuss how digital technology used to manage or control customer experience in those
service sector organisation. Also give suitable example to customer relationship management
systems?..................................................................................................................................8
In terms to particular service sector context.Briefly discus customer service strategies through
giving some examples?...........................................................................................................8
Explain in what manner clients service strategies can leads to be create & develop customer
experience so that organisation can satisfy the demands of customer as well as to maintain
business standard....................................................................................................................9
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11
Books and journal..........................................................................................................................11

INTRODUCTION
Management of customer experience is the management of customer interactions through
both physical as well as digital touch point in term to deliver those experience which is
personalized. It tends to drive brand loyalty and also try to raise the level of revenue. The
respective related project covers an analysis related to client experience management in context
to the organisation Marriott International. It is a multinational brand that deals in hotels,
timeshare properties, residential. It has its headquarter in Bethesda, Maryland. In the year 1927 it
was established in Washington, US by J. Williard Marriott. The Chief Executive officer of the
company is Anthony Capuano. This project comprises of detailed information regarding
requirements and desires of diverse target segment. Exploration in terms to customer experience
map to develop opportunities to business as well as maximum optimise end user touch points
explain under this assignment. Investigation of affects of digital technology with regards to
clients relationship management and also to application of consumer experience management in
those business which is relates to service sector as it leads to gain maximum customer experience
LO. 1(Dirsehan, 2020)
Discus value as well as importance of understanding desires, preference, needs and want in
context to target clients groups in terms to those industry which are related to hospitality?
Target market indicates a group of people for whom organisation wants to offer their
product & serv (Hedonists, 2020)
ices. In terms to goods and services target market is considered as one part of the total market
In modern scenario main objective of hospitality industry, irrespective to scale and size is
to achieve large customer through providing them high level of satisfaction. As customer are
consider as most supreme facet so according to their requirements services and products are
developed by organisation of any industry. With regards to long term sustainability customer
experience plays a most vital role in hospitality industry. This sector organisation needs to
perform function in such a manner that aligned with fulfilment of preferences, desires, wants
and need of audience. Marriott International analyse customer preferences in terms to taste which
tends to give advantage to the organisation by attracting large number of customers of various