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(PDF) Managing Customer Experience

   

Added on  2020-10-05

17 Pages2576 Words452 Views
Managing CustomerExperience

Table of ContentsINTRODUCTION ..........................................................................................................................1PART 1............................................................................................................................................1i)..................................................................................................................................................1Explaining the organisation carries out market segmentation and customer profiling activitiesto determine its target customer..................................................................................................1Explaining the different methods in which customers can be profiled.......................................1Evaluating the drivers of customer engagement across a broad range of different targetcustomers group..........................................................................................................................3Explaining the different strategies that required in on boarding these diverse customers..........3ii.)................................................................................................................................................4Customer journey mapping process............................................................................................4Identifying the customer touch points at the time of company interaction.................................5PART 2............................................................................................................................................5Develop the strategies of good customer experience..................................................................5Identifying the key drivers of customer satisfaction and implementing Net Point Score as thesingle KPI for customer satisfaction...........................................................................................6PART 3............................................................................................................................................7Define that how digital technology is employed in managing the customer experience............7Critically evaluating the advantages and disadvantages of the customer relationshipmanagement................................................................................................................................8CONCLUSION ...............................................................................................................................9REFERENCES..............................................................................................................................11

INTRODUCTION Customer managing experience is the most important task for the organisation to keepgrowing and sustaining in order to get the best outcomes results and growth. Customerexperience defined the customer perception towards the company environment and resultoutcomes. It comes out the relationship with the brand resulting from all their interactions withthe brand during the customer life cycle. Present study based on the managing customerexperience. Study will be taking Thomas Cook for taking into consideration. PART 11

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