Managing Customer Experience

MANAGING CUSTOMER EXPERIENCE

INTRODUCTION
Managing customer experience is very essential to have the better understanding of the
customers’ needs and expectation from the company.
This will help the company to provide the best value services to their customers and satisfy
them. This presentation is based on the Marriott hotel in Regent Park.
This presentation will describe the needs and expectation of market segment for the Marriott.
This will also explore the business opportunities with the help of the customer map.

P 1 Importance of understanding customer needs,
wants and expectations
Having the better understanding of the customer's needs, wants and expectations being relationship executive of the
Marriott hotel is important to make their customer satisfy and increase their profit share in the hospitality service industry.
Other importance is:
As Marriott basically target the young group travellers, they have high expectations from the hotel. Understanding of their
needs will help the Marriott hotel to make services as according to them that make them satisfy (Hüttel and et.al., 2019).
Better understanding of the customer needs and wants will help the Marriott hotel to satisfy their expectations and can
increase its market demand and image in the hospitality service industry as compared to their competitors.

CONTINUE
With having the great understanding of customer's needs and wants, more they can satisfy by the
Marriott hotel. This will help to attract more and more guests in the Marriott hotel, this will directly
help to increase the productivity and profit of the Marriott in hospitality industry.
Knowing the customer's needs and wants will help the relationship executive of the Marriott in
Regent Park solve customer's problem on the basis of social media interaction and feedback. This
will help the Marriott to build strong relation with their customers, which is important to operate in
hospitality industry.