Managing Customer Experience Assignment - Hotel London house

MANAGING THE
CUSTOMER EXPERIENCE

Table of Contents
INTRODUCTION ...............................................................................................................................3
LO1.......................................................................................................................................................3
P1 Value, importance and of understanding the needs wants and preferences of target customers
groups for a service sector industry.................................................................................................3
P2 customers engagement affecting factors-...................................................................................4
M1 customer engagement factors determining customer on boarding strategies for different
targates customer group...................................................................................................................5
LO 2......................................................................................................................................................6
P3 Customer experience map for the hospitality industry...............................................................6
P4. customer touchpoints throughout customer experience creating business opportunities for
hotel London house..........................................................................................................................7
M2. Making detailed customer experience from map that charts customer journey model............7
CONCLUSION....................................................................................................................................8
REFERENCES.....................................................................................................................................8

INTRODUCTION
customer experience is all about the use of any product and their reviews about any product. Hotel
London house is based in UK. This hotel is providing the best hospitality to the customers. There
are many companies in the market which are working to know the perceptions about their services
and the products it is all about the buyers journey. This file discusses about the value and
importance of understanding the needs wants and preferences of targeted customer groups for
service sector industries, and the how different factors that can drive and influence customer
engagement or different target customers groups within a service sector organisation, customer
experience map for the industry , and how the customers touch points throughout the customer
experience create business opportunity for the selected service sector organisation, what are the
customer touch points.
LO1
P1 Value, importance and of understanding the needs wants and preferences of target customers groups for a
service sector industry
Customer experience is all about the perception of the consumer where a consumer provides his
reviews to the company and theses comments should be important for the service industry to know
about their feedback and perceptions. Needs ,want and preference all three are the basic things of a
human nature(Buonincontri and et.al.,2017) . A market or any service industry should know about
their customers that what are the need of customers what they wants and what they expect from the
company and what they are demanding for. marketers should know about the customers. It is very
necessary for the every service industry to know about their customers so they company can
products the product according to the expectations of the customers it is very important for the hotel
to target the market according to its segmentation in different different country. all the staff
members of the hotel London house should use the professional language and they should try to
solve all types of difficulties provide by the company. which are related to the hospitality of the
hotel services. This thing can help the big hotel to earn the trust of the their guests and the tourist.
management is all about planning , directing , coordinating so the management should work
accurate and properly for the welfare of the company every one should know about their
responsibilities and their role in the company so they can work more effectively .so the management
should work proper s they can provide good facilities to the customers.
Hotel carries out market segmentation and customer profiling activities because it helps to reach
the customer with their particular wants and needs it will help to use the all resources of the
company work more effectively to take strategic marketing decisions.