(PDF) Customer Experience Management: Assignment

Added on - 22 Nov 2020

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MANAGINGCUSTOMEREXPERIENCE
Table of ContentsINTRODUCTION...........................................................................................................................3TASK 1..........................................................................................................................................3COVERED IN PPT.....................................................................................................................3TASK 2............................................................................................................................................3COVERED IN PPT.....................................................................................................................3TASK 3............................................................................................................................................3P5. How Digital Technology is employed in managing customer experience within ThomasCook............................................................................................................................................3TASK 4............................................................................................................................................6P6. Illustrate about customer service strategies..........................................................................6P7. Demonstrate how customer service strategies develop and create customer experience.....8CONCLUSION................................................................................................................................9REFERENCES..............................................................................................................................10
INTRODUCTIONCustomer Experience refers to the interactions of an organisation and its products withcustomers. For establishing effective customer experience, it is imperative that customerexperience be clearly understood by the company. It is important as it helps firms to clearlyidentify the perception of customers towards the company and its offerings. The followingassignment is based on managing customers' experience in Thomas Cook, which is a worldrenowned tourism company. The report would address expectations and needs of marketsegment for the service industry. It would also cover exploration of customer experience map forcreation of business opportunities and optimising customer touch points. An article on theimpacts of digital technology in customer relationship management is also briefly discussed inthe report. It also includes application of effective customer experience management to achievemaximisation of customer engagement.
TASK 1 & TASK 2
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