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MANAGING THE CUSTOMER EXPERIENCE INTRODUCTON 3 TASK 13

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Added on  2020-12-24

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MANAGING THE CUSTOMER EXPERIENCE INTRODUCTON 3 TASK 13 1) Why hotel carries marketsegmentationand customerprofiling activities.3 2) Examine different ways to profile customers and specify how needs, wants and expectation of customer drive services offer by hotel. 5 3) Drivers of customer engagement across different target customer group 5 4) Conclusion 6 TASK 26 1) Fully document the customer journey from first contact with the hotel to exit. Day 1 Market segmentation It is the procedure of dividing the market of potential

MANAGING THE CUSTOMER EXPERIENCE INTRODUCTON 3 TASK 13

   Added on 2020-12-24

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Table of ContentsINTRODUCTON.............................................................................................................................3TASK 1............................................................................................................................................31) Why hotel carries market segmentation and customer profiling activities. .....................32) Examine different ways to profile customers and specify how needs, wants and expectationof customer drive services offer by hotel...............................................................................53) Drivers of customer engagement across different target customer group .........................54) Conclusion .........................................................................................................................6TASK 2 ...........................................................................................................................................61) Fully document the customer journey from first contact with the hotel to exit.................62) Identify all the touch points when customer interact with business...................................7CONCLUSION................................................................................................................................8REFERENCES..............................................................................................................................10
MANAGING THE CUSTOMER EXPERIENCE INTRODUCTON 3 TASK 13_2
INTRODUCTONCustomer experience is the product of interaction among customers and businessorganisations during their relationship. This interaction involves three aspects i.e. Journey of thecustomers, touch points with which customer interacts and the atmosphere experienced bycustomer. An experience is considered good if the service of an organisation matches theexpectation of clients (Peppers and Rogers, 2016). This results in enhanced customer advocacy,loyalty and satisfaction. This present assignment undertakes Hospitality industry and the report isbased on Travelodge Hotel;. This Hotel is headquartered in Thame, England. In terms of budget,Travelodge is considered as second largest hotel on UK. This report involves importance ofacknowledging wants, preference and needs of customers along with factors which drive andinfluence the engagement of customers. Also, a detailed customer experience map is prepared toanalyse the experience of customer while enjoying services offered by hotel. At last, the benefitsof touch points is mentioned.
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