Managing the Customer Experience

Managing the Customer
Experience

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
P 1. Importance and value of understanding the wants, needs and preferences of target consumers
groups..............................................................................................................................................3
P 2: Covered in Poster.....................................................................................................................4
TASK 2............................................................................................................................................4
P3: Customer experience map for a selected service sector organisation.......................................4
P 4. Customer touch-points throughout the customer experience create business opportunities....6
TASK 3............................................................................................................................................7
P 5. Digital technology is employed in managing the customer experience within the service
sector................................................................................................................................................7
TASK 4............................................................................................................................................8
P 6.Illustarte consumer service strategies in a specific services sector context..............................8
P 7. Consumer service strategies create and develop the customer experience in a way that meets
the needs of the customer and required business standards.............................................................9
CONCLUSION..............................................................................................................................11
REFERENCES................................................................................................................................1

INTRODUCTION
To manage the consumers is important for an organisation so that it can satisfy the needs
of them. All customers have different types of wants and as per the desire of it, corporation try to
fulfil the needs. In this report chosen restaurant is The Ledbury which is situated in London. The
main aim of organisation is to manage the consumer experience through analyse the needs of
them after sales follow up. It covers the following topics such as: needs & expectations of market
segments, different factors that drive and influence customer engagement, consumer experience
map to create business opportunities, impact of digital technology. Apart from this it discuss
about effective consumer experience management in the restaurant.
TASK 1
P 1. Importance and value of understanding the wants, needs and preferences of target consumers
groups
It is not an easy task to identify the importance of wants, demands and needs of
consumers to run a hospitality business. To evaluate the needs and desires of target customers in
market segmentation is essential because it helps to divides the market on the basis of similar
desires of people. The Ledbury can advantage from the market segmentation so that it able to
focus variety of consumers with different expectations and wants. It helps the restaurant to offers
various types of services to several people on the basis of their likes. The Ledbury restaurant
target people which includes hospital patients, disabled consumers, business persons and gym
inspector (Benhamza Nsairi, 2012).
Questionnaire:
Type of customer Different types of customer needs
Holidaymaker Convenient to take
food, provide the
meal at bedside
Changing and nappy
facilities,
Transport facilities,
pool services
Business person Proper Wi- Fi facilities,
quality food.
Charging point for phone
and proper space to pass
between table
Separate room for the
business meeting,
Hospital patients Calorie information Healthy food, purified Clean room for rest

guest is mention at the menu. water
A beautiful view from
window
Charging point for mobile Soft music
The Ledbury targets persons on on the basis of wants, preferences and needs which are
discussed below:
Holiday maker: The Ledbury focuses on the needs and desires of persons and on the
basis of it provides best quality services to them. It involves charging and nappy facilities, better
beverage and good facilities and provide proper transportation. As a result it makes strong
relationships with consumers.
Business person: The Ledbury restaurant has focused on the business group persons and
provides better services to them. The main aim of restaurant is to fulfil the needs of consumers
and provides facilities as per the wants of people. It gives various facilities to its customers
which involves: poolside services, Wi – Fi facility and separate meeting room facility.
Hospital patients guest: The Ledbury has focused on the preference and wants of
consumer so that it can fulfil the needs of them. It provides various facilities to the people who
come from various cities and countries for medical treatment. It provides facilities like: healthy
food, soft music and charging point (Khodakarami and Chan, 2014).
P 2: Covered in Poster
TASK 2
P3: Customer experience map for a selected service sector organisation
There are nine points which can be used by The Ledbury and it is based on consumers
experience map.
Website: It is a tool which is used by an organisation to promotes its business. It contains
several information about the company such as: products, price, and types of services, location,
facilities etc (Website. 2018). The Ledbury can use its website which can help the consumers to
get more reliable information and data. Customers can assess it and get useful info as per the
needs and wants of its. Restaurant is updating its new information on its website so that people
can easily know about the recent activities of it. It contains several photos along with current