Ask a question from expert

Ask now

Managing Customer Experience -Trafalgar

14 Pages4554 Words308 Views
   

Added on  2020-10-05

Managing Customer Experience -Trafalgar

   Added on 2020-10-05

BookmarkShareRelated Documents
Managing Customer Experience
Managing Customer Experience -Trafalgar_1
Table of ContentsINTRODUCTION...........................................................................................................................3TASK 1............................................................................................................................................3P1 Values and importance of understanding the needs, wants and preferences of customers3P2 Different factors that drive and influence customer engagement.....................................5TASK 2............................................................................................................................................6P3 Customers experience map for services industry..............................................................6P4 How the touch points create opportunities throughout customers experience..................8TASK 3............................................................................................................................................9P5 How digital technology employed in managing customer experience.............................9TASK 4..........................................................................................................................................10P6 Customer services strategies...........................................................................................10P7 Identify how customer service strategies create and develop the customers experience11CONCLUSION .............................................................................................................................13REFRENCES.................................................................................................................................13
Managing Customer Experience -Trafalgar_2
INTRODUCTIONExperience gain by an individual or customers show an essential part in developing andgrowing a enterprise in impressive and proper way. Customer experiences refers to relationshipbetween customer and organisation which develop during selling as well as purchasing ofproduct and services. A good experiences of a customer can grow a business in effective mannerwhereas bad experience can negatively affect business (Armstrong, Rhys and Dresner, 2013). So,this factors isessential for a business unit to establish and maintain appropriate and effectiverelationship with customer. Organization selected for conducting respective project is Trafalgar,that is conducting its business intravel and tourism industry as well as they are operating itsbusiness from year 1947. Its headquarter is in London, United Kingdom and it is conductingtheiroperation at global level. Topics covered in respective project are importance and value ofknowing need, wants, expectation and requirement of customers as well as it include customersexperiences map. Along with this, it include influence of digital technology in management ofcustomers relation and how customers experience help in growing business as well as customersengagement in proper manner. TASK 1P1 Values and importance of understanding the needs, wants and preferences of customersTarget market refers to portion of a consumersthat selected through an organisation toserve them in efficient way. To a company, customers plays an necessary and important rolereason that they can grow a business as well as diminish a business. So it is essential for acompany to understand need, want and preference of customers which help them in attractingcustomers and engaging them for a long run. For this, they can establish industrysynthesis andevaluation by that organisation can know with acknowledge customer's wants, preference andneed in order to develop strategy to produce goods and services in efficient way(Baglieri andKarmarkar, 2014). in hospitality industry major need and preference of customers are wellbehaved staffs, affordable price, attractive package and many more. In respect of Trafalgar, it isa travel and tourism company which is operating its business at global level. Target customersof respective company are people aged between 18 to50 and more. In respect to attractconsumersas in effective manner, mentioned organisation conduct analysis. By which they able
Managing Customer Experience -Trafalgar_3
to understand customers need, wants and demand in effective manner, some major of them inrespect of Trafalgar are given below:- Potential Customers Need, wants and PreferenceTeenagers Affordable price, attractive location,adventure activities, meal and hotelincluded, musical night or interestingactivities or programmes. Family Value for money and time, vacationplanning, safety environment, courseguide advisers, self services. Couples Attractive and romantic location, safeenvironment, privacy.Old Age peoples Peaceful location, food safety, medicalfacilities, arrangement for wheel chairs,economy class for travelling.Business Class Leisure services, connectivity, fastcheck in and check out process in digitalmanner, quite and safe environment forbusiness meeting, video conferencingfacilities. By above given chart, it can be analyse that every potential customers of Trafalgar havedifferent need, want and preference. Due to which manager of mentioned organisation createtactics with policies accordingly in addition to enchant consumer base in efficient way. Such asteenager want to travel with that agency which can provide appropriate services in affordableprice (Evans and Lindsay, 2013). Whereas, business class customers who came respective placewant proper connectivity so they can travel from one to another place in an effective manner.Along with this they also want quite and safe environment so that they do meeting, in other handteenagers want enjoyable environment which include music, noise, adventure and many other.So, this is very much obligatory for organisation to build effective tactics, packages and facilitiesaccording to diverse potential customers. This will enables to attracting customers in efficientway for a long term.
Managing Customer Experience -Trafalgar_4

End of preview

Want to access all the pages? Upload your documents or become a member.

Related Documents
Customer Service Strategies - PDF
|15
|4871
|227

Values and Importance of Understanding Customer Needs in Hospitality Industry
|13
|3977
|62

Managing Customer Experience in Hospitality Industry
|11
|4071
|61

Tourism Consumer Behaviour and Insight
|12
|4375
|93

Managing Customer Experience Assignment - Thomas Cook group
|17
|4372
|450

Managing The Customer Experience : PDF
|15
|4509
|332