An Analysis of Customer Experience Strategies at Prezzo Plc

This report examines customer experience management at Prezzo Plc, a British multinational restaurant. It explores how digital technologies, such as social media, websites, and email, are employed to manage customer relationships and gather feedback. The report delves into Prezzo's customer service strategies, including providing employee product knowledge, building supportive infrastructure, resolving issues promptly, empowering employees, and delivering on promises. Furthermore, it analyzes strategies for developing customer experiences by meeting customer needs, such as creating a customer vision, assessing needs, hiring the right employees, setting goals, holding employees accountable, and rewarding excellent service. The report concludes that digital technology and well-defined service strategies are crucial for enhancing customer satisfaction and building lasting relationships.

Managing Customer
Experience

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 3............................................................................................................................................1
P5 Digital technology that manage customer experience by managing relationship system......1
TASK 4............................................................................................................................................2
P6 Customer service strategy in context with service sector.......................................................2
P7 Customer service strategy that develops experience by meeting needs of customer.............3
CONCLUSION................................................................................................................................4
REFERENCES................................................................................................................................5

INTRODUCTION
Customer experience is the phrase used to explain the relationship a customer has with a
business. It refers to the total of all experiences the customer has with the business, based on all
interactions and thoughts about the business. This report is based on Prezzo Plc which is British
multinational restaurant whose headquarters are situated in UK. They are specialise in serving a
tasty Italian food delivered at home, by ordering it from local restaurant. They are basically
delivering international hospitality facilities for customers. The aim of this report is to examine
how digital technology manages customer experience and making good relationship with them.
Prezzo will describe customer service strategies which create and develop experience of
customers (Bilgihan, 2016).
TASK 3
P5 Digital technology that manage customer experience by managing relationship system
Digital technology can be described by electronic equipments which generate, store and
processes data in terms of positive and non-positive form. Prezzo has opted social media as a
digital technology which is useful for transmitting messages. Technology play vital role in an
organisation that build digital interaction in between customer and company. Prezzo is primarily
using physical communication media by converting analogy signals.
Managing digital customer experience
Digital customer experience is managed when customer interact with brand and
understand brand online. An organisation is creating a way with emotional connections with
users, collect feedback from customers and respond to their issues. Digital transformation is
enabling businesses by connecting with customers and providing consistent and memorable
experience (Cetin and Dincer, 2014).
Websites: This is provided in areas where customer can respond to question by seeking
answers from others. Prezzo is providing use of websites for collecting different answer from
customers which manage customer experience. So it can be very useful for the organisation to
improve its working by using customer experience.
E-mail: This digital technology is define by improving customer service with having
quick respond to certain needs. It is useful for Prezzo customer to build experience and therefore
they can get easy updated information quick without making more efforts because e mail is very
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popular now a days and everyone is using it. It is low cost source to communicate customer
experience.
Social media: Social media is also a digital technology which provide product use and
services via television, Facebook, Instagram etc. This technology manage customer response on
particular product and build experience since almost every customer are on social media.
Therefore it is very important source used by the company for developing customer experience.
Customer relationship management:
It is define as a strategy which is managed by interacting potential customers for build-
up relations. It is helpful in increasing sales, services and profitability in an organisation. Prezzo
is using communication tool for building strongest customer relationship (Homburg, Jozić and
Kuehnl, 2017). For example, mobile CRM provide GPS and voice recognition capabilities, social
media in CRM helps in sharing experience of the customer on a social platform.
TASK 4
P6 Customer service strategy in context with service sector
Customer service strategies plays a vital role in an organisation for beating competition.
Company employees are providing excellent product and service with required information. It is
a standard operating procedure which make essential growth in business. Hospitality services are
leading with top priority nowadays. For instance, strategies are defined below.
Give all your employees excellent product knowledge:
Prezzo is focusing on customer service with satisfaction. Customers having right to
know about product with relevant information. So, company provide their employees absolute
information about product and service which goes towards long way. This strategy stated that
employees of Prezzo would provide excellent knowledge about food which it delivers.
Build infrastructure that support great customer service:
This strategy is meant by incorporating SMS powered which is define by live charts and
support tickets. This infrastructure build great customer service (Khodakarami and Chan, 2014).
Resolve customer issues at first point of contact:
Prezzo employee is having responsibility to ensure person who initially for resolving
customer concern. It is a repetitive chain for making first contact resolution of problem. An
organisation offering live chat support on websites to customers .
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Empower your employees to make customers happy:
Staff members of Prezzo is making whole organisation shine by pleasing customers
joyful. An organisation is constructing power in employees to make their customers feel valued
and happy.
Deliver on your promises:
Prezzo arrive food package on time that reinforces customer trust in an organisation.
Customers want delivery on time with trustable promise.
Make it personal:
Prezzo employees make quick apologize when they are not meeting with promises. They
are setting right things quickly which is helpful in growing long way.
P7 Customer service strategy that develops experience by meeting needs of customer
Customer service strategy is used in form of satisfaction and efficient need of customers.
Need drive customer purchasing decision with original motive and opportunity to build
satisfaction. Strategies are develop in form of efficient decision which is made by customers.
Create customer vision:
First step is to create customer service vision quality and understand organisational goals
with responsibility. This will provide better customer experience that leaves front line employees
by dealing with customer issues.
Assess Customer Needs:
Second step of strategy is to create products and service which often waste valuable
resources and making plans that meet needs. From the first step, company is finding out
customer perception which is determine by needs and expectations (Klaus, 2014).
Hire right employees:
In this step Prezzo is define with overall strategy for strong customer service. This step is
screening employees ability that possess disposition and skills for supporting strong
environment.
Set goals for customer service:
After hiring right employee next is to identify needs of customer for satisfy their wants.
This stage measures customer satisfaction which is build by setting up of goals. Employees of
company is understanding the needs which is helpful for an organisation to reach corporate
objectives.
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Hold people accountable:
This step is to understood good services which affects on overall performance and
achieve customer satisfaction goals. Prezzo is dealing with comprehensive part by managing
performance by cultural norm.
Reward and Recognize good service:
It is a last step of strategy in which employees of Prezzo are rewarded and acknowledges
good customer service. Employees need positive reinforcement which is rewarded by
demonstrating behaviour with strong service culture (Nasution And et. al., 2014).
CONCLUSION
From the above mention report, it is concluded that social media technology can manage
experience and relationship between customers and company. An organisation is building
infrastructure with having support service which concluded that it is alternatively cheapest form
of outsourcing services. Chosen organisation has examined strategies which concluded that it can
resolve issues within first contact. Service strategy is concluded that they meet customer needs
and wants which fairly build standard.
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REFERENCES
Books and Journals
Bilgihan, A., 2016. Gen Y customer loyalty in online shopping: An integrated model of trust,
user experience and branding. Computers in Human Behavior. 61. pp.103-113.
Cetin, G. and Dincer, F. I., 2014. Influence of customer experience on loyalty and word-of-
mouth in hospitality operations. Anatolia. 25(2). pp.181-194.
Homburg, C., Jozić, D. and Kuehnl, C., 2017. Customer experience management: toward
implementing an evolving marketing concept. Journal of the Academy of Marketing
Science. 45(3). pp.377-401.
Khodakarami, F. and Chan, Y. E., 2014. Exploring the role of customer relationship management
(CRM) systems in customer knowledge creation. Information & Management. 51(1).
pp.27-42.
Klaus, P., 2014. Measuring customer experience: How to develop and execute the most
profitable customer experience strategies. Springer.
Nasution, R. A. And et. al., 2014. The customer experience framework as baseline for strategy
and implementation in services marketing. Procedia-Social and Behavioral
Sciences. 148. pp.254-261.
Ordenes, F. V. and et. al., 2014. Analyzing customer experience feedback using text mining: A
linguistics-based approach. Journal of Service Research. 17(3). pp.278-295.
Peppers, D. and Rogers, M., 2016. Managing customer experience and relationships: A strategic
framework. John Wiley & Sons.
Online
Customer Service Strategy. 2019. [Online]. Available Through:
<https://thethrivingsmallbusiness.com/customer-service-strategy/>
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