Ask a question from expert
Managing Customer Experience Assignment - Leon Hotel
12 Pages4168 Words51 Views
Added on 2020-10-22
Managing Customer Experience Assignment - Leon Hotel
Added on 2020-10-22
BookmarkShareRelated Documents
Managing CustomerExperience
Table of ContentsINTRODUCTION..........................................................................................................................1TASK 1............................................................................................................................................1P1. Value and importance of understanding the needs and wants and preferences of targetcustomer groups..........................................................................................................................1P2. Different factors which drive and influence customers engagement of different targetcustomer group............................................................................................................................2TASK 2............................................................................................................................................3P3. Customer service map for Leon restaurant...........................................................................3P4. Evaluation of customer touch-points through out the customer experience which createdbusiness opportunities.................................................................................................................4TASK 3............................................................................................................................................5P5. Examining digital technology which employed in managing the customer experiencewithin the service sector, providing specific examples of customer relationship managementsystems........................................................................................................................................5TASK 4............................................................................................................................................6P6. Customer service strategies in Leon.....................................................................................6P7. Demonstration of customer service strategies which create and develop the customerexperience in a way that meet the needs of customers and required business standards............7CONCLUSION................................................................................................................................9REFERENCES..............................................................................................................................10
INTRODUCTIONCustomers are the centric asset of a hospitality industry, This industry is customerfocused as their business totally depends on their experience (Managing Customer Experience.2018). If a customers is not happy with the services offered, it will not come again to the hotelagain. This will be a huge loss for the company. In this report the Hotel taken for the customersexperience is Leon. It is a multinational restaurant chain found in 2004 in UK. In this report,importance of needs, wants and preferences of target customers will be discussed. The factorswhich can influence the customer engagement are also explained. To generate the newopportunities customer map will be generated which will help the company to increase theirprofit. Impact of digital technology in customers relationship management and effectivecustomer experience management is explained in this report.TASK 1P1. Value and importance of understanding the needs and wants and preferences of targetcustomer groupsThe target customer for the restaurant Leon are Primary school children, Disabledcustomer and Business persons. The needs, wants and preferences of these customers areexplained below:Needs are the basic requirement of an individual to satisfy itself (Altunel, 2014). Theneeds of primary school children is local food which should be fulfilled by the restaurant. Thecharacteristics of school children are funny and entertaining atmosphere and tasty food becausechildren are not aware of their health. If these needs are not fulfil then customers will not visitthe premise of Leon again. Therefore customers satisfaction should be centric for the restaurant.When needs are filled then it is the time for wants. Wants are the options available to customerfrom their needs. The school children are focusing on local food therefore their wants can beburger, noodles etc. They can choose anyone of them. As soon as the wants are filled this is thetime for preferences. The priority of customers on top is called preferences. The school childrenhave preferred Burger, therefore it is must for Leon to fulfil needs, wants and preferences ofschool children.Disabled person have also some needs and wants from Leon. The characteristics ofdisabled person is that they require healthier and comfortable environment and educated people
who will not make prank on their condition. The need of this customer is healthy food and lowcaloric meal. Since they are not able to work efficiently therefore they require low caloric food.The wants of this customer can be intimate environment which help them to feel comfortable.The preference of this customer will be menus written in brail which will help dumb and deafcustomers to order the food according to their requirement. This could be their preferences.Therefore Leon should focus on meeting the requirement of its customers. This will help them inmanaging good customer experience.Business person who has set its timing in Leon restaurant also have some needs, wantsand preferences (Erkut, 2015). These are the customer type which are task oriented i.e. theyprefer to complete their task within time. Therefore the needs, wants and preferences of thesecustomers will differ from others. These customers requires proper place to conduct a friendlymeeting so that they can eat and organize a meeting also. The wants can be Wi-Fi and socketswhich are required for power supply in laptop and other electronic gadget. From these wants thiscustomer can prefer meeting rooms to its priority. These are the basic needs, wants andpreferences which can be fulfil by Leon so that they can enhance customer experience.Leon restaurant should commit itself in completing needs, wants and preferences of itstargetted customers. This will help the restaurant in developing greater relationship with itscustomers and thus sale will increase. This will also help the restaurant in increasing their brandimage. Fulfilling the needs, wants and preferences attracts the customers to the door of Leon.P2. Different factors which drive and influence customers engagement of different targetcustomer group.There are various factors which influence customer's engagement in the restaurant. Leonshould focus on such factors so that they can improve the experience of its customer (Bowie,2016). Following are the factors of targetted customers like primary school children, disabledperson and Business person.Primary school children requires a funny and entertaining environment in which they cangossip and enjoy their time. The Leon restaurant should focus on this factor because this factorcan influence the customer engagement. Apart from the above factors they should also focus onproviding tasty food to the children which is must for their need. If above needs are not fulfilledby the restaurant it will create dissatisfaction among the customers.
End of preview
Want to access all the pages? Upload your documents or become a member.
Related Documents
Managing Customer Experiencelg...
|20
|4140
|99
Managing the Customer Experiencelg...
|23
|3762
|29
P1 Importance of understanding the needs and preferences of target customer groupslg...
|15
|4242
|202
Customer Experience Management Importance: Doclg...
|14
|4116
|131
Managing Customer Experience Induced Business Opportunitieslg...
|15
|3715
|160
Customer Experience Mapping in London Centric Restaurant Grouplg...
|17
|4816
|465