Managing the Customer Experience

Managing the customer
experience

Table of Content
 Need of the market segmentation
 Expectation of the customer’s in the service industry
 Ways in which customer touchpoints creates business opportunities for service
sector organization
 Customer experience map

Need of the market segmentation
 It assist the marketers to understand the requirements of the targeted audience as well
as also adopt the various plans of the marketing. Service sector Firms like The Goring
adopt a more focused approach as an outcome regarding market segmentation.
 It also provides the customer a clear view of what they can buy or what not. An
individual who has low income prefer a 2 star hotel instead of 5 star hotels.
 With the help of the market segmentation it helps the Goring hotel to target right
customers at the right time. With the help of the segmentation Service get to know as
well as understand the customers better.

Expectation of the customer’s in the
service industry
 Customers in each domain expectation on the basis like for pricing and quality but
nowadays customers have much higher expectation such as personalized
interactions ,connected experience, Proactive Services. In hotels like Goring customers
needs high speed of Wi-Fi connectivity, cleanliness, peaceful environment and also the
quality food with fair pricing.
 Customers always needs change as they always expect innovation, as innovation
includes introduce of new food items as well as services which are based on the new
technology.
 Nowadays customers expect data protection as they need like their privacy can be
protected. Market segmentation are mainly focused on the booking behaviours as well
as price strategy.