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(PDF) Customer Experience Management - Assignment

   

Added on  2020-11-12

10 Pages2579 Words473 Views
MANAGING CUSTOMERSEXPERIENCE

Table of ContentsINTRODUCTION...........................................................................................................................3TASK 1............................................................................................................................................31.Market segmentation and customer profiling..........................................................................32.Customers profiling ways........................................................................................................43. Key drivers of Customer engagement.....................................................................................44. Strategies which engage customers.........................................................................................5TASK 2............................................................................................................................................51. Customers journey map...........................................................................................................52. Touch points of clients interact with business........................................................................6TASK 3............................................................................................................................................71. Explanation stages...................................................................................................................7CONCLUSION................................................................................................................................8REFERENCES ...............................................................................................................................9

INTRODUCTIONCustomers plays an important role in business. Organisations need to analysis customerneeds and demands, which help in reducing its churn and increasing revenue. Firms has toprovide good services to clients which help to attract more people's towards their businessservices (Buell, Campbell, and Frei, 2014). Customers good experience is very essential forcompany growth and success. Lime wood is one of the most famous five star hotels in England,located in New forest, Hampshire. They provide their best facilities like bar, pool, spa, goodquality food, fitness centre, laundry service etc. to its customers just to make them comfortableand happy. In this project it has been discussed about the client experiences regarding the hotelhospitality and other facility. It explains the importance of market segmentation and customerprofiling. This report defines the client experience map and its explanation stages. TASK 11.Market segmentation and customer profilingMarket segmentation is the activity of dividing customers according to its needs anddemands. Thus, segments is based on various characteristics, the main purpose of segment is toidentify the people who will react similarly to market strategy and who share attribute likerelated interests and needs. Many hotels in UK carries out market segmentation function in theirbusinesses (Bowden, and Dagger, 2016). It is very important an easier way for Lime wood hotelto modify their marketing strategies and plans. According to this process organisation target anddivide customers into groups with its different preferences within offer that related itsrequirement and fund level. It helps to identify trends in society, which company can included intheir hospitality services.The hotel sector is competing world in which very one is different form the others,customer profiling is an opportunity to increase more penetration into guests and help tounderstand their characteristics, interests and behaviour better. Lime wood target those peoplewho has equal like and dislike and then divided into groups, this activity help firm to serve theirbetter services to targeted people's. Food and beverages, lodging, recreation and travel andtourism is the four types of segments in hospitality. According to this function company providetheir products and services to guests related with its needs, beliefs, values and requirement,which make them happy and satisfied. Good services create good experience among customers.

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