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Managing Customer Experience PDF

   

Added on  2020-10-05

13 Pages3852 Words456 Views
Managing customerexperience

INTRODUCTIONConsumers Experience Management refers to the activity of scheming or human action toconsumer action in order to reaching at their basic requirements. It assists organisations inincreasing their loyalty, advocacy and satisfaction (Peppers and Rogers, 2016). In the presentassignment, chosen organisation is Alain Ducasse at The Dorchester which is a London basedrestaurant established in year 2007. It serves contemporary French cuisine to its customers usingBritish ingredients and seasonal French. This report covers expectations and needs of thecommercial centre for commercial enterprise and the significance or value of apprehensionpreferences, or requirements of selected audience. It also includes consumer cognition analysisreport for developing enterprise possibility and optimizing basic requirements of buyers. Alongwith this, the influence of integer advancement on buyers interrelationship assessment andapplication of effectual buyers experience administration to maximise their engagement withinbusiness is discussed in the appropriate report. TASK 1P1 The value and importance of understanding the needs, wants and preferences of targetcustomer groups for a service sector industryQuestionnaire:Type of consumer Different types of customer needs Business Person Wi-Fi Mobile, telephonecharging pointsMeeting rooms Quick service Attractive interiors Private section ofrestaurantsCollege studentsGrab & go coffee andfood Wi-Fi Charging points Food that make themremember thingsfrom past Soft music Entertainment Gym trainerInformation relatedwith calories in theFruits or vegetablesmoothies A good and attractiveview from the panel ofgym. 1

menu of gym.Healthy dishesDifferent type of menu High quality serviceP2 Factors that drive and influence customer engagement of different target customer groupswithin a service sector organisationCovered in poster.TASK 2P3 Customer experience map for a selected service sector organisationInternet sites: As per the perspective of buyers the websites of restaurant first when theyare searching for food or the places to eat. In order to ensure to provide consistentmessage to customers, Alain Ducasse at The Dorchester provide right information to itswebsite. The pictures are taken from the food that they actually served within restaurant.They use warm and welcoming words on their websites which assists in garb attention ofmore customers (Lemon and Verhoef, 2016). Telephone: Phones are used within restaurant through which all the informations relatedto food, discounts etc. are provided to customers. Numbers are given to buyers orpresented on internet sites which make easy for the buyers to make contact on the servicecounter of Alain Ducasse at The Dorchester restaurant and ask for any inquiry they haveregarding food or any other thing. In this way, telephone is used in firm to provideconsistent message to customers. Review Sites: Each organisation have their review sites that can have huge impact onbottom line. Online reviews can break or make the decisions of customers to visit therestaurant. A consistent message is delivered by Alain Ducasse at The Dorchester to itspotential customers through providing appropriate services to heir customers through theappropriate supervision of restaurants members. It results in buyers gratification andtheir good response towards firm (Homburg, Jozić and Kuehnl, 2017). Restaurant Environment: In hospitality sector, guests are more looking for goodenvironment where they come with their family and have peaceful dinner. Bymaintaining a healthy environment within Alain Ducasse at The Dorchester, a consistentmessage is delivered by restaurant to its customers. 2

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