Managing The Customer Experience

Managing The Costumer
Experience

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
P1 Define the value and importance of understanding the needs, wants and preference of
target market................................................................................................................................3
P2 Explore the several factors which drive and influence the customer engagement................4
TASK 2............................................................................................................................................5
P3 Create a customer experience map for a service sector organisation....................................5
P4 Explain how touch points create such opportunities throughout the customer experience.. .7
TASK 3............................................................................................................................................7
P5 Define how digital technology is employed in managing the customer experience..............7
TASK 4............................................................................................................................................9
P6 Illustrate customer service strategies in a service sector.......................................................9
P7 Demonstrate how customer service strategies create and develop customer experience....11
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12

INTRODUCTION
Managing a customer experience define as a management of customers communication
through the help of physical as well as digital touchpoints in order to give personalisation
experience to the consumers that will drive a strong and better brand image, increase customers
loyalty and revenue. A business organisation requires to track and organise the customer
interactions in an effective as well as efficient manner that facilitates a strengthen experience of
customers as well as helps in differentiate themselves from their rivals. For this assignment TCH
(Tandoor Chop House) restaurant of London is chosen which supply a combination of classic
British chop house and north Indian communal eatery (Tandoor chop house, 2019). Under this
report discuss about the customers requirements and expectations that influence customer
engagement. It also shows customer experience map that require to be considered by a company
to get an advantage of opportunities as well as the impact of digital technologies in managing the
experience of customers effectively and efficiently.
TASK 1
P1 Define the value and importance of understanding the needs, wants and preference of target
market.
To operate a business activities and functions according to the expectations of customers
it is significant for a restaurant to access on the emerging fluctuations and trends of market or
customers that are arising due to the ability, willingness as well as desires. These factors are
totally depends on their income level, demographic factor and socio-cultural aspect. The
assessment of customers factors are benefited for a restaurant to forecast sales as well as
managing activities as per their requirements which results in high attractions of guests towards
the restaurant facilities and services (Baker, 2016). Within the context of Tandoor Chop House
restaurant, this kind of assessment assist in identifying the customers taste, preferences as well as
perception that will enable them to provide the goods and services that gives high customer
satisfaction. Some of the advantages are considered by restaurant that can be taken by them for
analyse the needs and demands of target market. These are considered as follows:
 Organisational efforts for the assessment of customers demand and expectations towards
the products and services that depends on their taste, preferences as well as income level

which will assist them in accomplishing the high profits along with the customer
satisfaction.
 This helps restaurant in ascertaining the appropriate placing and promotional strategies
where they should provide their services with what kind of promotional tool in order to
achieve high attention and interest of target customers (Cetin and Walls, 2016).
 It is also assist the restaurant in evaluating the consumers behaviour and attributes so that
they can able to facilitates foods and services as per their demand and get huge amount of
profitability.
P2 Explore the several factors which drive and influence the customer engagement.
Customer engagement defined as a emotional relations between restaurant and their guests. If a
business organisation have extremely engages customer then they will support more like
promoting brand image, high purchases as well as being loyal. To get a success in activities
better quality of customer experience is required for the customer engagement strategy
(Harmeling, 2017). Several elements are presents that have high impact on customer experience
within the Tandoor Chop House restaurant such as: Accessibility that shows the easily
availability of goods and services, Personalised which is associated to facilitates individualise
services for each customers to increase their satisfaction, Navigation that are used to provide
restaurant location accessibility without any problem, Convenience which shows the restaurant
facilities in order to take guests and reach out at their destination. In addition, technologies has
great impacts on the customer engagement as restaurant facilitate information towards the offers,
coupons, vouchers, discount as well as packages that are given through text messages, email as
well as so on.
Role of customers on boarding strategies in order to retain loyal guests: Easy sign-up: It is related to the initial contact of customers along with the restaurant that
needs to be simple through which customers can reserve their tables. Add social media links: It will create more awareness related to the Tandoor Chop House
restaurant services as well as facilities. Reward loyal customers: It is associated with the several benefits that requires to be paid
to regular customers or those who coming more than one time as in order to engaged
more with Tandoor Chop House restaurant.