This report discusses the importance of understanding customer needs and wants, factors that drive customer engagement, customer experience map, and digital technologies in the hospitality industry. It explores how customer touch-points can influence customer education and how digital engineering is engaged in carrying off the customer experience within the service sector. The report focuses on the Intercontinental Hotels and Resorts and provides insights on how the company can modify each of the client touch points to influence the action, responses, and act of its customers to hike the client education.

Discover customer needs, engagement, experience mapping, and digital tech in hospitality. See how touch-points and engineering impact service sector experience.

Managing the Customer Experience in Hospitality Industry - Desklib

Managing the Customer Experience in Hospitality Industry

This report discusses the importance of understanding the wants, needs, and preferences of target consumers in the hospitality industry, with a focus on Leon restaurant. It explores the factors that influence and drive customer engagement, evaluates the needs of different consumer groups, and analyzes the consumer experience map. The report also discusses the optimization of customer touchpoints and the use of digital technology in enhancing customer experience. Additionally, it examines the advantages and disadvantages of CRM systems.

Professional Development

Design and Creativity

Languages and Culture

Recognising and Serving the Individual

This report discusses the importance of understanding customer needs, factors that drive customer engagement, customer on-boarding strategies, and customer experience mapping in the hospitality industry. It evaluates different target customer groups' needs and expectations in terms of customer engagement. The report also includes a detailed analysis of The Barbary and Murano customer engagement process.

Marketing

Artificial Intelligence

Managing Customer Experience : Thomas Cook

This document discusses the value and importance of understanding customer needs in the service sector. It explores factors that drive customer engagement and create business opportunities. It also examines how digital technology is used in managing the customer experience and illustrates customer service strategies in a specific service sector context.