Managing Customer Service

Managing customer service

TABLE OF CONTENTS
INTRODUCTION
P 1 Importance of customer understanding
P 2 Factors that influence the customer engagement
P3. Creation of consumer experience map
P4. Discussing the way how consumer touch points create business opportunities
Conclusion
References

INTRODUCTION
 Understanding of the customers is important to make them satisfy and to increase the profit
share of the company.
 This presentation is based on the Hilton hotel in Canary Wharf which is a building complex
in London, a busy financial area with skyscrapers like the glittering One Canada Square.
 This presentation will explain the importance of understanding of customers needs.
 Further more explain the customer mapping that help to create business opportunities.

P 2 Factors that influence the customer engagement
 There are number of factors that influence the customer
engagement, these are:
 Cultural factors: This factor mainly describe what
visitors eat, how do they travel and where they stay. In
this situation, company's marketers has to identify the
cultural shifts so that it helps to device the new product.
 Such that this factor generally affect the values,
perception and wants or behaviour of the person in a
society. For example, Hilton start providing gym and spa
facilities because of raising concern for health and fitness.