INTRODUCTION Service industry is a business that does work for customer and occasionally provides goods, but not involved in manufacturing. In simple terms, an industry made up of companies that primarily earn revenue or income through providing intangible products and service. From the past decades, one of the world's largest and booming industry is travel and tourism industry which greatly contribute to global economy. Travel and tourism industry is a part of hospitality industry whose main goal or aim is to provide effective services or products to customer in order to increase their morale and satisfaction (Bowie, Buttle, Brookes, 2016). In context to Thomas Cook Group, one of the famous British global travel company which is founded in the year of 1814. It is situated in London, UKwhich is diversified into varies products and service such as airlines, package holidays, cruise line, hotels and resort, travel agencies etc. This report covers importance of understanding theneed and wants of targeted customer group for hospitality industry and its influencing factors,customer experience map to create business opportunities, impacts of digital technology in customer relationship management. Finally, effective customer experience management within a service sector business to maximise customer engagement. LO1 P1 Hospitality industry is a wide category of field within the service industry which includes lodging, food & drink service, transportation, additional field within the tourism industry. Apart from this it is one of the fastest growing industry in the world and it's scope is very massive and huge (Cetin and Dincer, 2014). Furthermore, in hospitality industry customer are the heart of the business growth and their main aim is to provide good atmosphere and satisfaction in order to attain profitability. Hence, for obtaining high efficiency in business operation company should identify or focus on three key elements i.e. needs, want and demand of customers. These there elements are interlinked and it arises on the basis of requirements, willingness, demographic aspect, socio-cultural aspectetc. which facilitate the company to identify the target customer group and attain better positioning within market. Furthermore, target market helps the company to identify to develop or create effective marketing communication which enable them to attain or attract the attention of end user or customer in order to improve the productivity of company. In relation to Thomas Cook Group, a world's best known name in travel and tourism industry
which owns airlines, hotels & restaurant, travel agencies. Along with this it is supported by 22,000 colleagues and operates from 16 countries. Furthermore, one of the reason behind the success or sustainability of Thomas Cook Group within industry is due to its commitment to consistently meet and exceed the expectation of customers. However, target market plays a vital role in hospitality industry as it customer centric strategy as they are mainly focus on customer need and wants and develop corrective course of action in order to achieve profit maximisation. It also enable the Thomas Cook Group to identify the most profitable market segment as it includes mass marketing, product differentiation, promotional tactics etc. Each consumers has unique wants and needs and its keep on changing on random basis which effect the company's productivity. In order to overcome this, company should have potentiality to identify customer need and wants and also be able to decide which segment to target in order to acquire profit maximisation and capture the market easily. P2 In travel and tourism industry,customers are the plays a vital role for the growth and expansionofcompany.Insomecasesfirmfindsdifficultyorchallengingtomeetthe requirements or need of customer which influence thethe business operation (Clancy, et. al., 2017). Usually company companies applies adopt a strategy called customer engagement which is about encouraging customer to interact and share their experience regarding service which is provided by company.It is an important element for company as it enable them to develop business communication or connection between external stakeholders(consumer) and an company through different channel of correspondence. Highly satisfied or engaged customer improve the productivity by promoting, buying and demonstrating more loyalty. However, travel and tourism industry faces many challenges or factors which impact directly on the enlargement of company and also in targeting different customer group. Some of the factors which influence customer engagement of Thomas Cook Group company are as follows: ï‚·Physical environment :This factor is concerned with physical facilities and surroundingsofcompanywhichincludephysicalaccessibility,convenience, security.Sometimetourismcompaniesareconsideredaspartiallyaccessible because regarding their facilities or areas do not comply with a ADA standard (American with Disabilities Act) i.e. which effect the consumer behaviour. Along
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with this customer mainly concern about security regarding the services and facilities which becomes more challenging to gain competitive advantage in market. ï‚·Behaviour of employees:This factor is very common in tourism or service sector asit consist attitude or behaviour of employees towards people which had great influence on accomplishment of organisational goal (Edward and Sahadev, 2011). Furthermore, the ability to handle or manage the conflicts or complex issue of customerscreatepositiveornegativeimpactoncompanyaswellasthe productivity of Thomas Cook Group. ï‚·Efficiency of service:This challenge is related to the quality of service provided by company which effect the consumer engagement. Some services which involve in this factor such as airline boarding or car rental are often complicated and takes far longer than expected to wait. By this company's productivity and brand image got impacted as well as the accomplishment of pre determined goal. From the above discussed factor which drives the customer engagement and becomes a challenging to Thomas Cook Group to gain competitive advantage and to capture the market effectively and efficiently. Hence, company should analyse the threat or factors which effect its growth and take corrective course of action in order to sustain in the market for a long term basis. LO2 P3 Customer experiencemapismap isa collaborating way of allowing business to visually represent complex customer interaction (Managing Customer Experience.2018). It enable business to identify their threat and analyse the opportunitiesin order to improve the overall performance of company.
Figure1: Customer Journey map,2019 Source: Customer Journey map, 2019 Some of the factors on which customer experience is mapped by Thomas Cook Group which is described below:It is also called as customer journey map as it is diagram which depict the stages customers go through when interacting with a company, from buying products online to accessing customer service on phone to airing grievances on social media. It contains various stages as Thomas Cook implies in its business function are as follows: Research and plan: It is the first and foremost step in customer experience map as company conduct market research which enable them to know current and emerging trend as well as customer demand or perception in order to attain high proficiency. However, Thomas Cook analyse the customer demand and developsaaneffective or impressive advisements on several social media, posters etc.regarding their service that help them in acquiring customers' attraction towards company.Effective advertisements help in attract large number of customers or one cansay advertisements create opportunities for organisations to capture a larger market share. Itis very essential for companytofocus on the elements that encourageits target customers to buy products and services offer by them.
Booking: After creating an attractive advisement, Thomas Cook provide the easy and simple booking procedure for their service so that there will be no confusion or conflict regarding brand choosing.Moreover, customers can get high satisfaction and they can clarify their queries over Thomas Cook website which add value to customer as well as enlarge its goodwill among competitors.It is very essential for company to have easy and convenient process of booking as thisincrease the number of customers and at the same time help in provide a positive experience to customers. Customer experience: This is the process which Thomas Cook carries during their service as they identify and evaluate customer interest, according to that they make all possible modification in order to fulfil their demands. By this, Thomas Cook can improve their performance and can gain competitive advantage efficacious.This is known as one of the most significant stage of customer experience map as this is the stage in which customer consume the productsandserviceofferbycompanytofulfiltheirownrequirements.Employeesof organisation play a significant role in this stage asthese are the one who interact with customers and provide specific services to them. Check out and future engagement: It is the final stage in which Thomas Cooks collect reviews or feedback from customer regarding their experience and implement effective decision that help them to enlarge their productivity as well as enhancing customer satisfaction towards company.In this company collect feedbacks from its customers in order to know about the experience.This also help enterprise in identify the areas which require improvement in order to offer a positive or better experience to customers. Therefore,customerjourneymapjourneymapenableThomasCooktotrackcustomer experience as well as allow them to develop impressive or productive strategy which add value to customers and firms reputation. Thomas Cook Customer Journey Experience Map After reserving the room, Thomas Cook manager interact with its customer and gather the essential information regarding their journey and also they takes confirmation from them and ask about their arrival and departure timing. Arrival at Hotel: Once after reaching at Hotel, customer waited for one hour for availability of
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mapping cannot include in touch points. There are several touch points through which customer can be influenced that are described below: ï‚·Website: It is the initial component of touch point of customerthrough they come to know about the services or facilities and quality of company. The data or information about company is displayed on website (Kandampully, Zhang and Bilgihan,2015). Therefore, those information should be clear and accurate to the best of company's knowledge in order to gain customer attention. If not so, the first experience of customer will impact company's image and its productivity. ï‚·Telephone: This is the another element of touch point in which customer collects or gatherinformationregardingcompany'sfacilities,productsandservicesthrough telephone. Therefore, the company should be very sensitive and polite in nature while delivering the information over telephone. If not so it dissatisfy or create negative attitude on customer mind towards company which effect its productivity and in goal achievement. ï‚·Employees attitude: It is the foremost factor in touch point of a customer towards Thomas Cook Group as it concerned about the behaviour of employee towards customer. If employees behaviour are rude and arrogant then it effect the satisfaction level and morale of company which impact greatly on company's image (Leung and et. al.,2011).Thereforecompany'sshouldprovidepropertrainingorguidanceto employees and improve their communication skill in order to attain the business opportunities and enrich the productivity. ï‚·Efficient management: The management of Thomas Cook Group should be impressive an effective in order to gain competitive advantage and capture the attraction of customers. The services which is offered by company should be satisfactory andthey should be best in time management in order to accomplish the pre determined goal effectively and efficiently.
LO3 P5 Customer Experience Map: The travel and tourism industry is always relied on automation to provide customer service and every company's main concern is providing high level of satisfaction to customers in an effective way. Therefore, Thomas Cook adapts innovative or latest technology for their business operation and function for providing positive perception among customers towards company. Some of the digital technology which is applied by Thomas Cook to strengthening their proficiency is mentioned below: ï‚·Websites:It is one of the integral component in mapped or analysing the customer experience. It helps the company to expand and grow faster in industry as well enable them to create better relationship with customer (Garg, Rahman and Qureshi, 2014). Therefore, company should develop or design in such a way that customer get attracted and feel positive while visiting the website. The images of cuisine, airlines etc.which will be display on websites should be authentic and clicked by professional photographer so that customer will turn to customer rather than visitor on website. ï‚·Review Sites:Once the customer visit the website after that they check the reviews about company in order to gain the idea or information from the previous visited customers. This step arise when customer get influenced or attract with the views of website. For attaining high proficiency in reviews of website company should provide effective and satisfactory services to customers so that they provide positive feedback for upcoming customer. Reviews helps the customer to get the outline about services offeredin Thomas Cook Group. Thus, company should keep its attention on improving reviews of its customers in order to create good brand image and managing customer experience. ï‚·Telephone:It is also an important aspect of customer experience map in which customer get the information about company through telephone (Grissemann and Stokburger- Sauer, 2012). Once customer get satisfied with the reviews of company they will move to next step i.e. gathering data about service through telephone. In this customer gain the information regarding price, quality of service and physical environment which is essential for customer to experience. However, Thomas Cook Group representatives
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should provide accurate and reliable information with politely so that customer get positive attitude towards company. By this firm can increase the profitability and add value to brand image. ï‚·Employees attitude:This factor plays a crucial role for the expansion and enlargement of company as well as in customer experience map. The employees of Thomas Cook Group should behave withpolite and humble without harming the morale of customer. Apart from this the employees should be knowledgable regarding the service and also have effective communication skill in order to win the heart of customers and provide high level of satisfaction to them. Therefore, digital technology help Thomas Cook to anticipate customer need and allow them to acquire best business process to serve its customers in order to enrich their efficiency or profitability ratio. It is also called as customer journey map as it is diagram which depict the stages customers go through when interacting with a company, from buying products online to accessing customer service on phone to airing grievances on social media. It contains various stages as Thomas Cook implies in its business function are as follows: Nail down your buyer persona: The initial step is to know the customers and while doing this, keep in mind that it is not sufficient to have just one buyer persona. People at different buying stages will behave differently and interact with business differently. Understand buyers goals: IN this step, Thomas Cook has to identify the customer interest in terms of quality of service, price, behaviour toward them in order to provide high level of satisfaction. Map out buyer touchpoints: In this touchpoint signifies any time customer comes into contact with Thomas Cook brand before, during or after, they purchase something from company. Thus, Thomas Cook should deliver best quality of service to customers. Identify customer pain point: In this Thomas Cook should analyse the difficulties or obstacles which customer faces and based on that they must implement effective strategic decision to bring healthy relationship. Prioritise and fix roadblocks: In this, Thomas cook should create awareness among customers which enable them to enhance their productivity which add value to customers.
Update and improve: Finally, Thom,as Cook should gather feedback or reviews from its customers and based on that make improvements in order to gain competitive advantage among competitors. LO4 P6 Thomas Cook Group should acquire some strategies by which they can improve their overall performance and customer experience. Some of the strategies which enable the company to enhance or improves its customer experience are as follows: ï‚·Follow upthe Post Booking:Customer service starts when they order or book any travel trip or hotel room. The company should know the requirements and preference of customer in terms of facility in accommodation, delivery service (Pizam, Shapoval and Ellis, 2016). This enable the company to identify the customer need and can provide effective service to them as per their demand. By this company can improve their productivity can attain profit maximisation. ï‚·Providing innovative technology:Technology is the key element in company's image and in adding value to customer. However, company should provide innovative and latest technology facility so that customer finds easy to gather information and can access the services effectively. Along with this company should ensure the security on the usage of internet which increase the morale of customers and improves the profitability of company. ï‚·Effective resolving method:There will be conflicts or disputes within customer regarding services or facilities of company because each of them are from different culture and have varies of perception. In that case company should be able to solve the conflicts quickly and effectively in order to gain customer trust and faith towards them. ï‚·Skilled and trained employees:TH employees of Thomas Cook Group should be properly trained or directed with the company so that they can provide a better service to customer which add value to company's image (Rogerson and Rogerson, 2013). Along with this they should be knowledge regarding company so that customer can get accurate and true information which improves the sanctification level of customer.
P7 Customer Audit Trail, Critical Observations: Ambience and First Impressions: Signage, Tariff Boards, Labelling, etc.: Prices: Range of Products: Staff: Time: Supplementary Items:
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Payment:In every organisation, one of the essential element which lead them to attain high productivity and profitability is providing best experience to customer as it add values to Thomas Cook brandimage. Along with this, a positive customer experience not only results in making them happy and satisfied but it also lead firm to additional revenue.In present scenario, there is a high level of competition among market or companies in which major aspect of this competition is to attain customer satisfaction which has gained the importance of key element in functioning of business.Moreover, most of the population prefers updated or latest technology which saves their time, money, energy. Due to this, Thomas Cook takes initiative to analyse the current and emerging trend and based on that they introduce innovative technology in order to enlarge their business operation and function. Furthermore they provides the online booking facility for room and tour package which help customer to get to know regarding various services which is facilitates by them and it add value to Thomas Cook reputation. Along with this, it enable them to improve their satisfaction leveland create positive perception towards organisation. Furthermore, Thomas Cookfacilitates an effective conflict resolution method which is also a another integral part of their business function. However, they allow their customer to share views or opinions on social media or other sources about company's service and based on that they take corrective course of action in order to improve overall performance of company. By this activity, Thomas Cook's customer feel valued or respected and they will be highly satisfied with company's brand service among competitors. Apart from this,in order to accomplishorganisationalgoalinproductivemannerfirmrequiresaskilledortalented workforce who put their full contribution towards the enlargement of Thomas Cook productivity. Thus, Thomas Cook hires or recruit highly skilled or potential candidate who works dedicatedly and behave professionally with customer which enhance their mental state. Therefore, customer experience is considered as foundation for Thomas Cook growth and development as well as delivering best service or product that enrich customer morale and add value to firm's brand image among industry. CONCLUSION In the given report, it has been analysed that customer experience must be checked at regular intervals in a travel and tourism industry. Thomas Cook Group should enhance its facilities to impress clients and increasing sales of the company. This report explains requirement
of market segment. It also includes customer experience map that helps in building business opportunities. This also includes consequence of digital technology in customer relationship management and effective customer experience management.
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