Understanding the Needs and Preferences of Target Customer Groups for Riverbank Park Plaza

Managing the
Customer Experience
The value and importance of understanding the
needs, wants and preferences of target customer
groups for hospitality services

 INTRODUCTION
 LO1
 P1 Value and importance of understanding the needs, wants and
preferences of target customer groups for Riverbank Park Plaza
 P2 Different factors that drive and influence customer engagement of
different target customer groups within Riverbank Park Plaza
Table of contents

 Customer experience can be defined as overall perception of customers about their
experience with a business or brand.
 This presentation will discuss about value and importance of understanding needs
wants and preferences of target customer group and factors that drive at influence
customer engagement with an organisation.
 Followed by this presentation will also include customer experience map and creation
of business opportunities for an organisation through different customer touch points.
 This discussion and presentation contextualize Riverbank Park Plaza. It is a five star
hotel that belongs to Park Plaza hotels and resort which was founded in 1986 and is
owned by Radisson Hotel group.
INTRODUCTION