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Managing the Customer Experience: Assignment

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Added on  2020-10-05

Managing the Customer Experience: Assignment

   Added on 2020-10-05

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Managing thecustomer experience
Managing the Customer Experience: Assignment_1
Table of ContentsINTRODUCTION...........................................................................................................................1TASK 3............................................................................................................................................1P5 Role of digital technology in managing customer's experience by providing specificexample of CRM....................................................................................................................1TASK 4............................................................................................................................................2P6 Analyse customer service strategies..................................................................................2P7 Customer service strategies which create the customer experience in manner which meetthe needs of customers and required business standards........................................................3CONCLUSION ...............................................................................................................................4REFERENCES ...............................................................................................................................5.........................................................................................................................................................5
Managing the Customer Experience: Assignment_2
INTRODUCTIONCustomer experience is defined as the product of interaction among customers andcompanies during their relationship. This communication and interaction exists in three phasesi.e. customer journey, brand touchpoints and atmosphere which a customer experiences. Itspecifies the involvement of clients at different levels (Peppers and Rogers, 2016). Thisassignment is based on Travelodge hotel which is a UK based private company operating inhospitality sector. This organisation is headquartered in Thame, England. This report includeseffect of digital technology in managing customer relation and customer experience managementto enhance client's engagement. TASK 3P5 Role of digital technology in managing customer's experience by providing specific exampleof CRMDigital advancement is forcing hospitality industry to transform their business models togain competitive advantage in business world. This change is driven in accordance with theneeds and demands of customers. To connect with customers in a more desired manner, Hotelslike Travelodge needs to embrace digital technology to provide an unique customer experience.Digital technology considerably changes the manner in which an organisation interact withcustomers. These digital transformations allow firms to create a highly engaged customers. For sales and operational team in Travelodge hotel, digital technology replaces coldcalling with social selling. As customers are already active on internet and social media,hotel management needs to opt way to promote themselves via social means rather thanwaiting for clients to contact them first (Best, 2012). Manager in Travelodge can achieve enhanced customer experience by sharing importantcontent of hotel on different websites and hiring an online expertise to resolve issues ofcustomers. This will enhance the comfortableness of customers in sharing theirpreferences and issues. This will results in their enhanced experience. Customer relationship management:It is a term associated with technologies, practices and strategies adopted by anorganisation to analyse and manage customers information & interaction through client's lifecycle. The main objective behind it is to improve client's service relationship. Data and1
Managing the Customer Experience: Assignment_3

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