logo

(pdf) Customer Experience Management : Assignment

10 Pages2790 Words68 Views
   

Added on  2021-02-20

(pdf) Customer Experience Management : Assignment

   Added on 2021-02-20

ShareRelated Documents
MANAGING THECUSTOMER EXPERIENCE
(pdf) Customer Experience Management : Assignment_1
Table of ContentsINTRODUCTION...........................................................................................................................1LO 1.................................................................................................................................................1Importance and understanding of needs, wants and preference of target customer....................1different factors that influence customer engagement...............................................................2LO 2.................................................................................................................................................2Customer experience map...........................................................................................................2LO 3.................................................................................................................................................4touchpoints that create opportunities..........................................................................................4Benefits of digital technologies in managing customer experience............................................5LO 4.................................................................................................................................................6Customer service strategies.........................................................................................................6Demonstration of customer service strategies in meeting needs of consumers..........................7CONCLUSION................................................................................................................................7REFERENCES................................................................................................................................8
(pdf) Customer Experience Management : Assignment_2
INTRODUCTIONCustomer experience management is a process of the collection of data which a companyuses to track and overview as well as organise each and every interaction between a customerand the company to meet the requirements of the customers expectations. Therefore, it increasescustomers experience, satisfaction as well as the loyalty. It is a strength which requires thechanging process through many technologies to achieve. Study is based on the managingcustomers experience with the Thomas cook travel and tour agency. Report discussed aboutbenefits of the technology with the satisfaction of the customer experience.LO 1Importance and understanding of needs, wants and preference of target customerIt is necessary to keep the customers happy and satisfied and keeps them engaged for thegrowth of the business. To target the right people is benefits for the company as it describes theproduct accordingly to full fill the needs of the customers. Given below are the reasons that whycustomer needs are important(Peppers and Rogers , 2016).Senior citizen- They are the more experiences travellers. Healthy becomes the major factor forduring the travelling the old people. The change in the environment affect them the most. Theyneed fewer calories' food also oil free and healthy food that can easily be digested by them.Thomas cook also provide food which is easily digested. Destination can be chosen by thecompany which requires a lot of walks and also the cafe, parks or local museums .as older peopleare more curious one .they love to learn and appreciate the life .unlike youngsters they have moreinterested in the history of the sites. Thomas cook company needs to take the feedbacks from thecustomers and improving the customer base and satisfying their needs(Goodman, 2019).Couple- couple are the major targets group members of the travel company. Such as newlymarried couples. They required romantic destination like candlelight dinner ,music facilitieswhere they stay. So that they feel delighted with each and enjoys more . Here unmarried couplesalso came for trips with the collaboration of the two or more couples .Thomas cook can full fillthe requirements of all these customers and improves its brand name(Lemon, and Verhoef,2016).
(pdf) Customer Experience Management : Assignment_3

End of preview

Want to access all the pages? Upload your documents or become a member.

Related Documents
managing the customer experience
|8
|310
|100

Customer Experience Management Assignment - Thomas Cook Group
|13
|3461
|275

managing the customer experience
|14
|273
|97

Managing Customer Experience Assignment - Thomas Cook
|17
|4158
|95

Hospitality & Tourism Customer Experience Management
|14
|3585
|278

Managing Customer Experience in Travel and Tourism Management Coursework
|16
|4287
|280