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(solution) Managing Customer Experience PDF

   

Added on  2020-12-10

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MANAGING CUSTOMEREXPERIENCE
(solution) Managing Customer Experience PDF_1
Table of ContentsINTRODUCTION...........................................................................................................................1INDUCTION TRAINING PACK...................................................................................................11. Importance of Customer segmentation and different customer profiling activities fordetermining target market.......................................................................................................12. Different ways of customers profiling and the effect of customers wants and preferences indesigning products and services.............................................................................................13. Drivers of Customers engagement.....................................................................................24. Reviewing different strategies employed by hotel.............................................................3CUSTOMER EXPERIENCE MAP.................................................................................................31. Preparing a customer experience map for Four Season.....................................................32. Identifying touch points when customers interacting with the Four Seasons Hotel..........6EXPLANATION OF MAP ON THE BASIS OF LEVEL OF TOUCH POINTS..........................71. Creation of business opportunities by touch points............................................................72. Activities and action at touch points..................................................................................73. Optimization of customer touch points..............................................................................7CONCLUSION................................................................................................................................7REFERENCES................................................................................................................................9
(solution) Managing Customer Experience PDF_2
INTRODUCTIONCustomers' satisfaction is the primary objective of all the organisations because makingcustomers happy by offering products and services according to customers’ expectations, helpscompanies to stand out in the competition of industry (Lemon and Verhoef, 2016). The presentreport is about Four Seasons Hotels Ltd, a luxurious hospitality firm headquartered in Toronto, itwill include an induction training pack that will focus on market segmentation and itsimportance. It will also discuss what is customer profiling and the ways of segmentingcustomers. Customer journey map will be prepared in the report which will show how differenttouch points creates opportunities for the hotel. INDUCTION TRAINING PACK1. Importance of Customer segmentation and different customer profiling activities fordetermining target market Hotels conduct market segmentation on the basis of Demographic, Geographic, Psychographic and Behavioural aspects of customers that delivers proper, strategic and specific reach toits customers. These strategies at Four Seasons strengthen its delivery procedures. Demographicsegmentation provides it a unique identity, customer retention as it provides personalisedservices to its customers. Geographic segmentation defines its accessibility to customers whichresults in increasing brand value. Similarly, customer profiling generates a specific outline of services that has to beprovided depending upon customer's needs. It portrays a responsive image of the hotel towardsits customer. Segmentation and profiling provide a clear view of what customer wants and how toprovide all services to different customers timely. The target of Four-season hotel is generallybased on needs and preferences which differs according to behavioural and demographicpreferences.2. Different ways of customers profiling and the effect of customers wants and preferences indesigning products and servicesCustomers are profiled on the basis of following factors:1
(solution) Managing Customer Experience PDF_3

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