Managing Customer Experience in Travel and Tourism Management Coursework
Added on 2020-10-23
16 Pages4287 Words280 Views
Managing CustomerExperience
BTEC HND in Travel and Tourism ManagementCoursework........................Tutor: ................Submitted by
Table of ContentsINTRODUCTION...........................................................................................................................1LO 1.................................................................................................................................................1P1. Explaining the value and importance of understanding the needs, wants of selected targetmarket..........................................................................................................................................1P2. Exploring the different factors that drive and influence customer engagement to differenttarget groups................................................................................................................................2LO 2 ................................................................................................................................................4P3. Creating a customer experience map for a selected service sector organisation..................4P4. Discussing the touch points in order to create the opportunities throughout the customerexperience...................................................................................................................................6LO 3.................................................................................................................................................7P5. Examining how digital technology is employed in managing the customer experience......7LO 4.................................................................................................................................................8P6 Explaining the customer services strategies in travel and tourism sector..............................8P7 ................................................................................................................................................9CONCLUSION ...............................................................................................................................9REFERENCES .............................................................................................................................10
INTRODUCTIONCustomer experience is the concept that describes how a company can control itscustomer and how they interact with them. Each organisation tries to build the satisfactorycustomer relationship by offering the satisfactory services. Present report has been based onmanaging customer relationship of Thomas Cook Group, it is British global travel companywhich was formed in 19 June 2007 by the merger of Thomas Cook AG. However, presentassignment will be explaining the value and importance of customer understanding and theirneeds and wants on the basis of their target customers. Customer experience also influence frommany factors that drive customer engagement, report will also describe the driven factors ofcustomer conflict.However, this report also covering the important aspects of customer engagement bypreparing the customer experience map for the travel and tourism sector. Apart from that, thisassignment also discussing the potential customer touch points in order to create opportunitiesthroughout the customer experience in hospitality sector.LO 1Explaining the value and importance of understanding the needs, wants ofselected target market.Identifying the target group of customers of the company is effective marketing strategiesin order to understand their needs and wants. In other words, target group of customers havingthe similar needs or characteristics that company provides (Bowen and Chen McCain, 2015).Thomas Cook having the details of 20 million people which they send on holiday every year,from email, phone number, home addresses or even the family information as well. This showinghow people often travel with Thomas Cook. As per the data 175 million people using ThomasCook which is the benchmark for the company or for the cost (Thomas Cook: I’d be surprised if1
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