Managing Customer Experience

Managing Customer
Experience

Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................4
P1 Value and importance for understanding needs, preference and wants of target customer
group for service sector industry............................................................................................4
P2 Explore of various aspects which drive and influence customer engagement of various
target customer groups...........................................................................................................5
TASK 2............................................................................................................................................6
P3 Formulation of Customer experience map for service organisation.................................6
P4 Customer touch point through which buyer experience leads to create business
opportunities for selected service sector.................................................................................7
TASK 3............................................................................................................................................8
Covered in poster....................................................................................................................8
TASK 4............................................................................................................................................8
P6 Strategy related with customer service in relation with service sector.............................9
P7 Customer service strategy that is used to develop and create experience to accomplish
needs of customers and business............................................................................................9
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................12

INTRODUCTION
The term customer experience management can be defined as a procedure or a set of
process that undertakes effective devising plans for driving better consumer results that offers list
of consumption offerings. The existing project contains an effective analysis of customer
experience management from perspective of TUI. They operates business in hospitality sector
through offering their service from well establish corporation through providing best
accommodation, tours and travel services. Moreover, the report highlights on needs and wants of
target consumers (Yang, Liu and Li, 2015). Customer experience map will also be included in
this report that is beneficial for analysing and generating business opportunities. Customer touch
points perform an essential role for all those aspects that are used to optimise and gain desired
and specific results from operations and functions. In the last, investigation about impacts of
information and digital technology in customer relationship management that application
superior customer experience management in a hospitality sector to increase customer base for
services.

TASK 1