Managing the Customer Experience Assignment : Ledbury

MANAGING THE
CUSTOMER EXPERIENCE

P 3 Customer experience map
The customer experience map refers to as a tool which helps the company in visually presenting the data relating to the interaction made
with consumers. The customer experience mapping is used by Ledbury because they want to analyse the experience of the consumers within the
restaurant so that if the customers are not satisfied then some changes can be made according to their preferences and requirements. The nine
touchpoints of Ledbury are as follows-

Touch
points
Website Review
site
Text
messages
E-
mails-.
Paper mails Telephones Restaurant
Environment
Restaurant
staff
Restaurant
management
Action
s
It is the
platform
with a
collection
of web
pages and
resources
and
multimedia
content. In
this
information
is
published
one web
server by
company
for making
people
If the
consumer
likes the
website
then for
getting
more
knowledg
e it goes
for
review
sites
where the
individua
l can read
for
reviews
of past
consumer
By this
means
restaurant
staff
communi
cate their
offers,
discounts
, different
schemes,
booking
details
and many
other
things to
the
consumer
s. The
touchpoi
It is
because
of the
reason
that it
helps the
hotel to
connect
to the
large
number
of
consumer
s
worldwid
e at just a
single
click.
Also, it is
All the
information
to be
communicat
ed is written
on paper
and is
passed on to
the other
person.
Also, it
includes
bills and
invoice
provided to
the
consumers.
This
specifies the
by way of
talking on
telephones
directly with
the
consumers
the hotel
can analyse
the
experience
of the
consumer
by their way
of talking.
This helps
Ledbury in
analysing
the
requirement
Under this
touchpoint
Ledbury can
provide for an
eccentric
crowd, offer
complimentary
cocktails after
the meal,
provide for
new soothing
and calming
music. This
touchpoint
attracts the
customers and
improvises
their
Important
thing that is if
the staff of the
hotel is not
friendly and
cooperative
then the
consumers will
definitely not
have good
experience and
will not
recommend to
others.
If the
management
system of the
hotel is not good
then like the
service of food is
late, late in order
management and
many other
related things
then the
experience of the
consumer will be
bad and if the
management will
be good and
without any delay
then the
experience of the

aware
about
goods,
services,
trends,
lifestyle
changes,
etc. For
example, if
the
consumer
wants to go
to Ledbury
restaurant
then first
thing the
individual
will do is
to check
the website
of the
hotel.
s who
have
shared
their
experienc
e whether
good or
bad. For
example,
the
reviews
of
Ledbury
are very
good as it
has been
featured
in S.
Pellegrin
o worlds
50 best
restaurant
nt helps
the
restaurant
business
in
gaining
loyal
customer
base and
addressin
g queries
on daily
basis.
an easy
method
of
communi
cation to
cover
large
portion of
consumer
s and is
cost
effective
as well.
With help
of E-
mails
many
informati
on are
passed
like the
current
amount
deducted as
tax or any
other
deduction.
This
increases
the
customer
experience
because it
clears all the
amount
taken by
Ledbury and
where it is
used.
s of the
customers.
This
touchpoint
helps in
solving any
query or
doubt of the
customer on
call or for
doing
booking on
call.
experience. customer will be
good.

Website is
a place
where the
consumer
check for
services
and
reviews of
the
business. It
is the touch
point
which
helps in
gaining
competitive
advantage
and
improving
business
reputation.
s.
Therefore
, this
promotes
and
attract
more
customer
s. This
touchpoi
nt
increases
the
goodwill
of the
hotel in
front of
new as
well as
existing
customer
offers,
discounts
and other
promotio
nal
writings.
This
touchpoi
nt helps
in
increasin
g the
customer
awarenes
s about
the
restaurant
.

s.
With the discussion on these touch points it is recommended to Ledbury that it needs to work more on paper mails because the paper
mails reflect mostly the bills and invoices taken from the customers. Therefore, it is recommended to Ledbury to clearly outline that the money
charged is used for which purpose whether for tax or for social cause or whole is taken as restaurant earning.
Another recommendation is that the hotel can conduct interview by selecting random consumers coming to the place and asking them
questions relating to their experience. This will help the hotel in knowing its strengths and weaknesses and to work on the weaknesses in order to
improvise those weaknesses.

REFERENCES
Books and journals
Online
[Online]. Available through: <>
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