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Managing the Customer Experience Assignment : Holiday inn

   

Added on  2021-01-01

7 Pages1770 Words375 Views
Managing the CustomerExperience

Table of ContentsINTRODUCTION...........................................................................................................................1TASK 3............................................................................................................................................1P5. Digital technologies is employed in managing customer experience within the servicesector...........................................................................................................................................1TASK 4............................................................................................................................................2P6. Customer service strategies in a specific service sector context...........................................2P7. Customer service strategies create and develop the customer experience in a way thatmeets the needs of the customer and required business standards..............................................3CONCLUSION................................................................................................................................4REFERENCES................................................................................................................................5

INTRODUCTIONCustomer experience is the entirety of the interactions a customer has with anorganisation and its products or services. Customer experience management is the process bywhich a company mange and organise its each and every customer interaction with a brandacross the buyer's journey. The main objective of CRM is optimize customer interaction andmake loyal them towards the brand. This assignment is based on Holiday inn, it is a Britishowned American brand and founded in 1 August,1952 by Kemmons Wilson. This brand operateits business internationally and one of the world's largest chains with 1145 active hotels. In thisreport explained about that how digital technology is employed in managing the customerexperience (Best, 2012). Customer service strategies in a service sector an d how these strategiescreate and develop the customer experience.TASK 3P5. Digital technologies is employed in managing customer experience within the service sectorDigital technologyIt a electric technology and primarily used with new physical communications media anda device that process or use digital information include telephones, computers, communicationssatellites and others. Present time every company use various digital technology to operate theirbusiness. Holiday inn also use technologies to mange their customer experience. In business of Hotel Inn, digital technology help in managing the business of thecompany by engaging more customer. For attract customer this company can use promotionalstrategy and promotes its business by using various promotional channels such as Facebook,Instagram, Twitter, social media and other. Present time customers highly use social media andthey can information about the services of the company or aware with its product or servicessuch as accommodation and food etc. By providing discounts and offers on its product andservice the company can engaged customer at highly basis. The management department of thehotel can provide relevant and important information through hotel's website and attractcustomers and hire a expertise that provide information through online mode and solve thecustomers problems, issues and quarries related to hotel and its services (Brodie and et. al.,2013).Customer relation management1

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