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Managing Customer Experience - Doc

   

Added on  2020-10-05

20 Pages4751 Words199 Views
Managing CustomerExperience

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INTRODUCTIONTo manage the consumers are important for a company and it can be managedby providing quality services in order to satisfy the needs. Consumer experiencemanagement is to be referred as the process of planning & managing the overallexperience of consumers. In the hospitality industry it is required in order to fulfil theexpectations of persons and it helps the corporation to earn more profits. To betterunderstand this concept Thomos Cook has been chosen which is a British Travelcompany. In this report, there are following topics are covered such as: needs &expectations of market segments, analyse consumer experience map to developsbusiness opportunities & optimise consumer touch points, to investigate the impacts ofdigital technology in consumer relationship management. Apart from this it also discussabout to apply effective consumer experience management within a service sector. Learning Outcome 1P1. Value & importance of understanding the needs, wants and preferences For an organisation it is important to understand the needs of persons is not easyall people have different wants and habits. To fulfil the desires of individuals are notsimple reason being all persons have different expectations. It is required for ThomosCook to identify the wants of consumers through the market segmentation so thatservices can be provided as per the preference of individuals. For the management ofcompany it is required to analyse the needs of people so that services can be deliver onthe basis expectations which helps to maximize the market reach as well as profits. Asorganisation target different types of persons which involves holiday maker, businesspersons and hospital patients guest (Reynolds, 2013).Questionnaire: Type ofcustomer Differenttypes of customerneeds BusinesspersonComfortable seat &separate room. Charging point &enough space to passbetween table. Wi-Fi & quality foodservices 1

HolidaymakerTransport facility &pool services Nappy & changingfacility Proper place to takefood & meal atbedside Hospitalpatients guestClean room for restNutrition food & purified water Adequate information regardingcalorie on menu. Soft musicCharging point Beautiful view fromwindowAs Thomos Cook targets customers & fulfil the satisfy the desires of persons byproviding quality services. Holiday maker: These are those persons who want to plan holidays for thepurpose of fun, enjoyment and rest. To satisfy the desires of consumers are importantfor Thomos Cook which help to grab more market share. It involves charging facility formobile phone, pool facility, nappy and quality products. It helps the corporation to fulfilthe expectations of people which is required for the growth of business (Bruce andLove,2018).Business person: These are those persons who involves in their own businessand Thomos Cook always try to provide better services and facilities in order to satisfythe preference of consumers. The excellent services and facilities are helpful for theorganisation to attract more number of consumers. The services which are provided areas: poolside services, Wi-fi facility and separate room facility. Hospital patient guest: These are those persons who come to meet to the patientand Thomos Cook always try to fulfil the wants of patient guest. There are variouspersons who comes from different cities for the purpose of medical treatment. Thefacilities which are provided which are follows: soft music, healthy food and purifiedwater and charging point. 2

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