Managing the Customer Experience

Managing the
Customer Experience

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
P1 Value and importance of understanding wants, needs and preferences of target customers
group within service sector industry...........................................................................................1
P2 Different factors that influence customers engagement to target customers group within an
organisation.................................................................................................................................3
TASK 2............................................................................................................................................5
P3 Customers experience map....................................................................................................5
P4 Customers touch points to develop business opportunities for a particular firm...................7
TASK 3............................................................................................................................................7
P5 How digital employed technology manage customers experience within service sector......7
TASK 4............................................................................................................................................8
P6 Customer service strategies in context with an organisation.................................................8
P7 How customers service strategies can formulate customers experience to meet needs and
wants of the customers in relation with business standard.........................................................8
CONCLUSION..............................................................................................................................11
REFERENCE.................................................................................................................................12

INTRODUCTION
Customer's experience refers to the all over management activities which is generally
organised and managed by the person or place in order to give better experience to customers
towards business enterprises. It very helpful for firms to understand various concepts of needs
and demand of customers in an appropriate manner. On the basis of this they can satisfied their
needs and wants in an effectively. Therefore, the main purpose of this assignment is to interact
with various people to maintain customers loyalty in a perfect way. Present assignment is based
on Sultan Sarai restaurant which is situated in London and provide its services across the globe.
Moreover, discussion will be based on significance of customers needs as well as several factors
that mainly influence customers engagement in order to target potential customers. At last,
customers map in context with Sultan Sarai restaurant will get covered.
TASK 1
P1 Value and importance of understanding wants, needs and preferences of target customers
group within service sector industry.
In present scenario, each and every type of organisation had dream to become more
successful firm in the future by satisfying customers needs and wants. Therefore, most of the
firms are focusing on developing unique strategies and policies in order to gain huge profits by
giving huge satisfaction to customers. In context with Sultan Sarai Restaurant, they are dealing
with different types of food items in order to satisfy their overall customers demand in a perfect
manner. In order to give numerous facilities to customers manager of this restaurant should
conduct market research before making policies for increasing number of customers and profits
with high sales in a perfect way. By doing all these assorted things they can achieve their
targeted customers and able to make good image of their restaurant in front of market.
Main target of Sultan Sarai Restaurant, its wants and preferences
In order to understand appropriate wants and needs of their customers respective
restaurant always target 16 to 25 age of people, this is because they can give better feedback and
able to offer more better services to its customers in an effective manner. After targeting specific
age group they can get know about exact preferences of customers and then they gives their
services for all type of group members. On the other side, for better convenience respective
Sultan Sarai restaurant generally target demographic sectors for selling better products and
1