Managing the customer experience

Managing the
customer experience

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
P1 Value and significance of understanding wants, needs & preferences of target customer
groups.....................................................................................................................................3
P2 Different factors that drive and influence customer engagement of various target customer
groups.....................................................................................................................................4
TASK 2............................................................................................................................................5
P3 Develop a customer experience map.................................................................................5
P4 Customer touch-points throughout the customer experience create business opportunities. 6
CONCLUSION................................................................................................................................7
REFERENCES ...............................................................................................................................8

INTRODUCTION
Customer experience is one of the most important concept as it helps organisation
accomplish their target within the specific time period. It is necessary to understand that in
hospitality sector experience of customers plays the crucial role because it directly helps to
maintain sustainability within the market. The chosen organisation for this respective project is
Cosmo restaurant so that project can be understood in detail (Al-Ahmad and Mohammad, 2012).
The restaurant is located in UK where as it has 19 buffet chain. Various topics will be discussed
within this file where importance of needs, requirement & wants of the customers will play the
crucial role. Even customers map will be prepared for the better experience of a company and
even it will give more opportunity to attain the goals. At the end, customers services strategy will
also play the crucial role in the process of development.
TASK 1
P1 Value and significance of understanding wants, needs & preferences of target customer
groups.
In any of the market, it is necessary to understand that customers are the one who buys
the product and services of a company which allows organisation to accomplish their goals. If
any of the company wants to perform better within the market, then it is necessary for them to
understand that their marketers must try to determine all of the requirement of customer so that
their demand can be fulfilled. This will allow company to earn profit (BERHE, 2017). In context
of COSMO restaurant, it is one of the restaurant which provides the services and goods in the
market as per the requirement of customers. The main target of a company is food lovers,
students as well as teenagers who like to spend their time within the restaurant. By looking at
this, restaurant is going to conduct a detail study which is mentioned below:
Customers requirements as well as wants
Teenagers and College going students  Focus upon Junk Food
 Free Wi-Fi facilities
Health conscious  Organic food products
 Hygienic and safe food
 Low calorie products and food items