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(solved) Managing Customer Experience: Assignment

Added on - 23 Nov 2020

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Managing customerexperience
Table of ContentsINTRODUCTION..........................................................................................................................1TASK 1............................................................................................................................................1P1 Explaining the value and importance of needs and wants of target customers.....................1TASK 2............................................................................................................................................2P2 Exploring the different factors that drive and influence customer engagement. Threeposters.........................................................................................................................................2M1 Explaining how customer engagement factors determine customer on-boarding strategies......................................................................................................................................................6D1 Evaluating the broad range of different target customer group needs and expectations.Four Posters................................................................................................................................6TASK 3............................................................................................................................................8P3 Creating customer experience map for hospitality sector.....................................................8M2 Creates a detailed customer experience map.......................................................................9D2 Explaining how Hilton achieves all customer touch points to influence behaviour response...................................................................................................................................................11P5. Importance of digital technology in managing customer experience within service sectors...................................................................................................................................................11M3. Evaluation of digital technologies which effectively acquire and retain customers.........12D3. Advantages and disadvantages of CRM systems used in service sectors..........................12L 04................................................................................................................................................13P.6 Illustrate customer service strategies in Hilton..................................................................13P.7 Demonstrate how customer service strategies create and develop the customer experiencein a way that meets the needs of the customer and required business standards.....................13M.4 Review the application of customer service strategies In Hilton and givingrecommendations for improvement.........................................................................................14CONCLUSIONS............................................................................................................................14REFERENCES..............................................................................................................................15
INTRODUCTIONCustomer managing experience is the most important and essential needs of theorganisation that creates the long term goals and managing successful business growth. In orderto meet out the goals and best forming result. Customer managing is the most essential andtypical part for the organisation to create in a good manner. Present study will be based onManaging customer experiences of Hilton. Further study will be explaining about the value andimportance of understanding the needs wants of the target customers. Further study will becovering the factors that influence customer engagement of different target customer groups.Further, it also presenting the customer experience map for a selected service sector organisation.However, study will be presenting the importance of customer experiences and hospitalityindustry will be presenting their offers according to their needs and wants.TASK 1P1 Explaining the value and importance of needs and wants of target customers.Target market customers are the customer which is very important for the hospitalityindustry. Hilton is the high rated brand among hospitality companies (Bilgihan, Kandampullyand Zhang, 2016). They always targeted high profile clients or guest who really indulged withthe luxurious services and growth. Hilton sets their clients and arrange all service requirementaccording to them only. It brings new services growth and new managing successful businessgrowth in order to meet out the best possible action results and new managing successfulbusiness growth.Target market customers for HiltonBusiness Persons: Business man's who always preferred to take luxurious hotel serviceswhich makes them relaxed and comfortable. Many of the clients are come for their businesspurpose or to take new business growth for the new engagement purpose (De Keyser and et.al.,2015). They usually preferred to have polite nature, silence, good connection of internet, lounge,or cafeteria. These are the first customer target group of Hilton.High profile people :another target group of clients who ready to invest huge on theservices of hospitality sector. In order to keep the all sources and effective and long term growthfor the business purpose.1
Other clients :some other clients which can be differentiated into other categories. Suchas hospital clients who came from other country just to have their medical treatments. Thoseclients usually preferred to have healthy environment, Nutritious food, etc. for that Hilton needsto arrange accordingly (Gopalakrishna, Malthouse and Lawrence, 2017). Overall, hospitalitysector is one of the sector who needs to fulfilled their customer needs by give them best servicesand value to his needs. In order to meet out the best possible action and make good resultoriented task. It has been given new growth channel and mind blowing result outcomes to thebusiness purpose. Overall, it helps to take the new service growth.TASK 2P2 Exploring the different factors that drive and influence customer engagement. Three postersIn order to generate the long term goals and better goal services, after making new goaloriented in order to keep the market great oriented deal and managing successful business growth(Homburg, Jozić and Kuehnl, 2017). There are so many concepts through which customerengagement process has been changed accordingly. Customer engagement is the process underwhich employee more focused on connection between the customers. Through various channelcompany make the customer more involved within the company services. Such as onlineadvertisement, e-mail marketing, offers sale etc. customer engagement increases the possibilitiesof company sale and stability level (Lemon and Verhoef, 2016). In order to sustained in moreappropriate manner. Apart from that it keeps the new managing and effective growth. In order tokeep the marketing functional upgrade and new managing successfully business. Apart from that,customer engagement can be effect different factors some of these are given below.Privacy concern :this is the first factor due to which customer does not connect with thecompany in proper manner. Hospitality sector is the fast forward results and long term goalschallenging that facing by the company in order to meet out the results and long term target. Inorder to concern with the sources and make the proper changes into their privacy system.Marketers needs to understand customer by analysing their online behaviour (Lemon andVerhoef, 2016). Hilton needs to acquire proper privacy system into their business practices intomore appropriate manner of growth. Apart from that, it also influenced the choices of businessand long lasting effects. Client always prefer to select place where they are safe and secure2
within its proper limits. Overall, it brings new managing effective services in order to appropriatein the best manner.Hilton needs to make its privacy system effective and also needs to acquire into propermanner. Looking back at the study we see that these data sources are considered very sensitiveby far higher percentage of consumers (Nema and Joshi, 2016).Technology issuesit is the another factor that driven the customer engagement, in recent times customers arealways needs to make the best forming result and goal oriented process in order to meet out thebest oriented result. Such as today's, clients can easily booked prior reservation before reached tothat place with the help of technology. It helps to meet the long term results and longer channelof company objectives. Due to delayed in process, customer sometimes get irritated and notinterested to visit that particular site again (Peppers and Rogers, 2016). Hilton needs to makesure about its techniques and website functioning through which clients booked number ofreservations.Unanswered questionAnother factor that drive changes in customer engagement. It has been proved the bigquestion about customer engagement for which companies doe yet have goo answers. Hiltonshould need to solve the query of customer and solve them into the best effective manner. Due toimproper dissatisfaction customer are no longer to manage to sustained with the same brand. Itgives possible action plan in order to meet out the customer result oriented goals.3
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