Managing the Customer Experience - Thomas Cook

Managing the
Customer Experience

Table of Contents
INTRODUCTION...........................................................................................................................1
PART 1 ..........................................................................................................................................1
(COVERED IN PPT ).................................................................................................................1
PART 2 ...........................................................................................................................................1
P6 Customer Service Strategies ................................................................................................1
P7 Develops how customer service strategies develops customer experience ..........................2
PART 3............................................................................................................................................6
P5 Impact of digital technology on customer relationship management ...................................6
CONCLUSION................................................................................................................................7
REFFERENCES .............................................................................................................................9

INTRODUCTION
Customer experience is the interaction between the organisation and a customer over the
duration of relationship. This interaction is made up of three parts which includes customer
journey, brand touchpoints which the customer interacts with and environment to which the
customer experiences the product and service. Therefore good experience of the customer allows
the business to grow in a effective manner and therefore sustains in the market for a long time
period. This ensures that organisations should provide better customer experiences in order to
maintain its sustainability in the complex dynamic environment. The present report is based on
Thomas Cook which is a British Travel Global company offers tour and travel services to the
customers, headquartered in England, UK. This project will throw highlights on the needs and
expectations of the different customer segments within the company. and explores the different
factors that influences engagement of customers according to their segment group. In addition to
this it evaluates customer experience map within service sector organisation and discusses the
touchpoints throughout the customer experience and investigates the effect that the organisation
has because of the digital technology. At last it will discuss customer service strategies within
service sector organisation.
PART 1
(COVERED IN PPT )
PART 2
P6 Customer Service Strategies
Within the part of a group experience team, customers should be provided with better
services so as to enhance their brand image in the market. Different strategies in context to the
proper customer service is discussed as follows-
 Effective Follow up Pre Booking- Thomas Cook provides effective customer service
strategies so as to attract larger customer towards their service sector organisation.
Respective organisation analyses the demands and requirements of the customer and
make arrangement of proper lodging and accommodation and arranges for proper
booking of travel and transportation services. This leads to proper pre booking for the
customer and leads the organisation to provide better services to the customers.
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