Managing Customer Experience

Managing Customer
Experience

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
TASK 1............................................................................................................................................1
P1.Describe the values and importance of understanding needs, wants and preference of target
group of customer...................................................................................................................1
P2.Explore the different factors that derive and influence customer engagement of different
target groups of customers......................................................................................................2
TASK 2............................................................................................................................................4
P3.Create customer experience map for service sector organisation.....................................5
P4.Explain customer touch points through out the customer experience create business
opportunities...........................................................................................................................6
TASK 3............................................................................................................................................8
P5.How digital technology is employed in managing the customer experience with the service
sector.......................................................................................................................................8
TASK 4: This part is cover in power point presentation.................................................................9
CONCLUSION................................................................................................................................9
References:.......................................................................................................................................9

INTRODUCTION
The consumer experience management is always used to the organisation as in the terms
of business practices under which effective designing is improved and rate of reacting. In this
rating of customer's experience increase the attraction towards the company and it helps in meet
the customer's experience and requirements in market (AthuluruTlrumala and Attuluru, Ytrre
Inc, 2019) . It provide maximum satisfaction of customers, honesty, trust, faith and build a long
term relationship with loyalty. It is usually used to planning, implementing, managing,
controlling the various departments and its process by which optimised results is improved with
in particular time of period. The below is based on an The Wolseley Restaurant based in
London, united kingdom and this is founded in 2003. this was a Chinese restaurant for a some
years then they reopened in 2003 as an upmarket European restaurant after redevelopment by the
British restaurateurs Jeremy King and Chris Corbin. The below include values and importance
of knowing needs and wants (Bolton and et. al., 2018) .
MAIN BODY
TASK 1
P1.Describe the values and importance of understanding needs, wants and preference of target
group of customer
Target market
It is refers to the those people who company wants to target them for their business and
where demand of product and services are high (Bueno, Weber, Bomfim and Kato, 2019) .
Customer's profile and characteristics of target people through market segmentation
It is a belief under which customer's are divided on the basis of capable matching with
the company offered quality of services. In this different characteristic and customer's demand
and company is matched and on the basis of Wolseley Restaurant has targeted particular market
area and its segmentation that is as described below as:
Characteristics of target audience
 Gender: Company target the people according to the gender like male and female have
different taste and preference some time so they target accordingly (De Mooij, 2018) .
1