Managing the Customer Experience

Managing the Customer
Experience

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
LO 3.................................................................................................................................................1
Impact of digital technology in managing customer experience............................................1
LO 4.................................................................................................................................................2
Customer service strategies ...................................................................................................2
Customer service strategies develop customer experience ...................................................3
CONCLUSION ...............................................................................................................................4
REFERENCES ...............................................................................................................................5

INTRODUCTION
Customer Experience is the product of communication between company and consumer
over the duration of their relationship (Peppers and Rogers, 2016). Study is based on Garden
Romson Restaurant and Dockland Academy. This report will explain impact of digital
technology in customer relationship management. It will illustrate different customer service
strategies.
LO 3
Impact of digital technology in managing customer experience
Customer experience is the commodity of interaction between company and consumer
over the time period of their relations. This interaction is created of three parts such as customer
journey, brand touchpoints the consumer interacts with and environments customer experiences.
In order to that, digital technology help to increase customer experience (Lemon and Verhoef,
2016). Today's technology has also advanced to consumer interaction and make faster sales.
Digital technologies has innovative better product for home security. Through technology,
increase customer service standards and their experience. With digital technology, understand
the customer wants and requirements. Through it, know about customer personally and
managing their experience.
In this context, Garden Romson Restaurant used digital technology to identify the
customer needs. This help to business growth and profitability by managing customer experience
in effective manner. This also aids to build customer relationship with restaurant. In order to that
Garden Romson Restaurant used digital technologies for promoting international food event for
their students and staff with partner Dockland Academy. With this, both are focused on
managing customer experience (Blázquez, 2014).Digital technologies helps to understand
customer needs and requirements. Therefore, they are planning for some dishes and drinks for
event.
Customer relationship management (CRM) means to practice, approaches and different
practical applications that Garden Romson Restaurant utilise to handle and evaluate customer
interactions and info throughout customer life cycle. CRM system collects consumer information
across different channels or point of contact between firm and consumers. Therefore, there are
different example of customer relationship management system such as:
 Operational CRM
1