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Managing The Customer Experience- Assignment

Added on - 23 Nov 2020

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Managing TheCustomer Experience
Table of ContentsINTRODUCTION...........................................................................................................................1TASK 1............................................................................................................................................1P1.Value and importance of understanding the needs, wants and preferences of targetcustomer groups:.........................................................................................................................1P2. Different factors that drive and influence customer engagement of different targetcustomer groups:.........................................................................................................................3TASK 2............................................................................................................................................4P3. Customer experience map:....................................................................................................4P4. How the customer touch points throughout the customer experience create businessopportunities:...............................................................................................................................5TASK 3............................................................................................................................................6P5. How digital technology is employed in managing the customer experience:.....................6TASK 4............................................................................................................................................7P6. Customer service strategies:.................................................................................................7P7. Create customer service strategies and develop the customer experience:...........................8CONCLUSION..............................................................................................................................10REFERENCES..............................................................................................................................11
INTRODUCTIONConsumers are those who purchase the goods and services in the market, through onlineand many more. They are the persons which support an organisation to increase and improve itsprofit and sales value. Restaurant is an area where food is served and prepared for the differenttypes of consumers. Now-a-days, there is more range of restaurant because persons like to go outand consume delicious foods and fast food. In respect to keep long run existence in this industry,it is necessary to perform as per the demand and preference of consumers. There is severalvariation in needs of customers. So, it is duty of manager to focused on changes.In this report chosen organisation is Sweetings restaurant which was established in 1889by John S. Sweetings. It is situated in London, United Kingdom. It deals in hospitality sector. Inthis report include importance and values of understanding the wants, needs and preferences oftargeted consumers groups andDifferent factors that drive and influence customer engagement ofdifferent target customer groups(Bilgihan, Kandampully and Zhang, 2016). In this consistcustomer experience map which was identified by company's websites, restaurant management,restaurant environment, e-mails and how the customer touch points throughout the customerexperience create business opportunities. In this also include that how digital technology isemployed in managing the customer experience. At last include, customer service strategies andalso create customer service strategies and develop the customer experience.TASK 1P1.Value and importance of understanding the needs, wants andpreferences of target customergroups:Wants, needs and preferences are three important component which is support a lot fortaking strategic decision. Service provider should know about the demands, needs and preference ofconsumers in respect to determining for effective positioning and targets markets. Consumerswants, and needs are arises and interrelated on the basis ability, willingness, requirements and allthese based on the demographic aspects, income levels, requirements and socio-culture aspects.Sweeteings restaurant of London city should know about their different types of customers needsand wants as per their preferences(Blázquez, 2014). In hospitality industry, managers of restaurantshould know about customers needs and wants because ofTake the important decision and implementation.1
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