Managing Customer Experience for Competitive Advantage

This report focuses on managing all aspects of customer experience, including understanding customers' needs and preferences, analyzing customer feedback, and developing effective strategies to enhance customer satisfaction. By mastering these skills, businesses can create a loyal customer base, increase customer retention, and ultimately drive business growth.

Managing the customer
experience

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 3............................................................................................................................................1
P5 Examine how digital technology is employed in managing customer experience can pr.1
TASK 4............................................................................................................................................4
P6 Illustrate customer service strategies in a specific service................................................4
P7 Demonstrate customer service strategies to create and develop the customer experience in
a way that can meet the needs of customers...........................................................................6
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9
.........................................................................................................................................................9

INTRODUCTION
Hospitality refers that can build customer relationship between a guest and a host that can
in which guest receive goodwill including reception and entertainment of guests , visitors or
strangers. (Bagdare and Jain, 2013). Docklands academy is a modern English language and
higher education academy that is close to London financial district in Canary warf with students
from many countries. Hazev restaurant is delivering an international food events especially for
students and staff with its partner Hazev restaurant. Hazev restaurant is an exclusive restaurant
that had build a relationship between Tas and haz restaurant groups by offering better customers
services in that restaurant. The docklands academy can planned and promote restaurants which
prepares different dishes or make drink that can serve to customers and provide a menu for
promotional events which can build new .technology that can manage experience, illustrate
different customer service strategies and how customer services create and develop customer
experience in a way to meet customer needs.
TASK 3
P5 Examine how digital technology is employed in managing customer experience can pr
Digital technology is a process that can generate, store and process data that convert
digital information in computer to analogue signals , it also used to create new value to business,
customer experience and internal capabilities that can support in core operations.(Brocato,
Voorhees and Baker, 2012). It has raising a technology to customer service standards that had
made a potential growth in economy. The quality of service will enhance or degrade customer
loyalty that had make a good brand and can enhance the business and can able to understand how
customers are loyal towards their product. Hazev is going to make some alternatives that how
they had made digital technology in managing customers experience to be increased and can
increase potential growth in business. They are providing promotional events for customers to
experience what type of dishes they are been giving. Customer relation management is a process
where a customer can make the good relationship with restaurants and how they can build
customer satisfaction in hospitality (How to Define a Customer Experience (CX) Strategy, 2019).
Provide feedback-
Strength-
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Provide better customer service- It can help to collect all information that can identify
customers buying habits including taste and preferences, CRM systems give closer look to
customers needs and wants so that they can provide better customer service solutions These help
to make more sales in Hazev hospitality industry because customers are more likely to repeat
buyers if they receive quality product and exceptional service
Staff resistance-
Employees might not see advantages in using CRM system in their business interactions that
can make managers and business owners might have to deal with staff resistance .It helps to
make Hazev hospitality business owners and managers to demonstrate features of system and
can outline all benefit to customers,daily work flow , employees and can make business overall
strategies.
Weakness-
Record loss- In some CRM applications, managers can use to maintain records in
computer software. The disadvantage is that Hazev hospitality cannot have control over data
because CRM may stop working and data can be retrieved anywhere. If Hazev chooses a small
CRM application that is not stable it means several amount will be loses and company business
can fail.
Lack of technical expertise-In this hazev hospitality can make losses in technical
problems that can lead to inefficiency to bears some kind of losses .Hazev hospitality can make
strategies that who is technical expertise and who can make efficiency in industry.
Build direct communication-
It is a holy grain of the restaurant that make direct communication with customers to
accumulate valuable data and build a strong relationship with Hazev restaurant. The restaurant is
making various promotional activities that make customers to enjoy more services and can build
a strong channel communication between customers. It can fascinate by understanding all
problems and needs of restaurant customers and make more competitive advantage for company
and make digital programmes to initialise all programmes to increase potential growth for
customers.
Identify of issues and queries-
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It is to identify all issues that can deal manually in which organisation can provide
products for restaurant operation , online ordering, customer relationship management, inventory
management to make whether customers can undertake all threats ans opportunities. This may
help to make various promotional activities to acknowledge needs and wants of customers.
Providing information regarding new product or service to customers-
In this process customer experience new foods which results in promotion of their
restaurant along with offerings. This will help Hazev to make new dishes in order to know taste
and preferences of customers, while acknowledges all needs and preferences of customers.
Identify effective competitive market can visualise all threats and opportunities that may
experience or may find good taste in dishes.
Virtual reality-
It is the most recent technology breakthrough that can transform consumer experience
landscape from modern business and can make new customer experience .The people will taste
new dishes to make restaurant more competent in order to move another products, they want to
taste nutrition meals in order to rise in population to go for different operations and can made
easy access through internet services. For all these reasons Hazev become more popular through
online services that people can access the information and can reaches it .
Hazev restaurant mainly targeting all type of customers to initialise maximum
profitability profits for restaurant. It may identify all needs and wants of customers that what
customers would like to prefer dish while they get entered into restaurant. It may experience new
threats and opportunities that can make a competitive advantage to understand customers’ needs
and services. Hazev can mainly focuses what are the customers requirements or what services
they should like (Cetin and Dincer, 2014). The organisation may make various types of
promotional programmes to make maximum profits for making good dishes .This organisation
can assess the quality of email communications that may schedule or can build competitive
advantage to make maximum profits and can increase the efficiency. Hazev mainly depends on
what feedback that customers are giving while eating all dishes, whether it is up-to customers
experience and can deliver exceptional results.
The restaurant can increase maximum profits that can make efficiency benefits for
restaurants and more customers can experience more services to make target market research.
Hazev can accomplish various programmes that can make customers to be target all type of
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customers to increase maximum profits while preparing dishes. The digital technology helps to
make Hazev to increase maximum profits that more customers can gain competitive advantage
and can increased value for service. The restaurant can make many dishes according to
customers taste and preferences and can increase costs in every dishes so that the people can
make good feedback appraisals. Quality of dishes are to be good in order to increase maximum
profits to make more customers experience to digitalise new technologies in order to value all
goods and services that can reach to their target markets. Measure customers experience can
increase more profits that can make their competitive advantages to the firm which can make
new technology in order to make more dishes to the customers In this industry Hazev can make
some kind of strength and weaknesses that is very important part of every industry . Strength can
be provide better customer service and proper staff resistance and weaknesses will be record loss
and industry can bears some kind of technical expertise, this can help to make company's
efficiency.
TASK 4
P6 Illustrate customer service strategies in a specific service
The most appropriate strategy that Hazev wants to expand their business in order to gain
more demand related to all food dishes (Cetin and Dincer, 2014). This will help customers to
increase efficiency that can help to make high profits in restaurant. Hazev make customers to out
stand their services that will made customers satisfaction whether their order will come on time
or satisfied all needs of customers to provide extraordinary measures that can provide services
related to food..
Give all your employees to have excellent product knowledge-
This may help to customers have full knowledge about all dishes that can increase
maximum benefit to increase welfare programmes and make future profits to customers nad
make about new dishes that Hazev is making that make more competency in market . This may
save all customers to make a call for desk that may go for long by making them happy, by doing
this their dishes rates are to be high and can make more profit in order to influence more
customers.
Resolve customer issues at their first point of contact-
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Hazev can make different chain analysis form making customer service representatives to
initialised its growth and make more customers to buy their dishes and experienced agents can
effectively to Improves customers’ loyalty can make more dishes to be initialised and can make
customers taste and preferences to make a good position in market.
Deliver your promises-
This can make customers to build right quality of food by giving good feedback to
Hazev so that restaurant can make to deliver all promises. This may experience or can make
more customers services that can lead to efficiency of products to make a future profits.
Assess the customers need-
It is important for hospitality industry organisation to identify their existing and potential
customers needs and fulfil them in effective manner that what food item that customers will want
in order to make more satisfaction for knowing customers demands to make future profits.
Organization can check what type of services they want and can access all needs and wants of
services.
Set goals for customers services-
Once the customers needs and wants are established and measured, it is time to create
goals for customers satisfaction to increase efficiency for customers to make more target market
(Homburg, Jozić and Kuehnl, 2017). Employees need to understand what is target is so that
hazev can help to make more profits to make a refutable profits to increase value towards the
customers .
Reward and recognize good service-
Hazev can give reward to those employees who can serve good service to all customers
and are receiving good service from all customers that can increase profitability and can increase
maximum benefits for all customers that can make compete in market . Having a strong vision
and strategy for customer service is a critical factor to make an organization successful to make
more profits in business and need to identify who re their customers , what they want and which
strategies they will develop to achieve all customer requirements to make a profits in
organisation and make a strong customer service.
Make a reward system-
This will help to increase good reward system in order to make a competitive advantage
of an organisation to make better customer services to increase goodwill of employees and make
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a good reward system to increase efficiency of all customers to gain a competitive advantage in
market (N. Bolton and et.al , 2014).
Hazev can initialise all competitive advantage of employees to increase feedback systems
and can initialise growth in organisation. The employees are ready to maker new strategies that
can make good services to increase efficiency of customers and make a competitive advantages
of all competitors that can all want and needs of all employees to make a high profit to make
digitalise economy and can be a part of an organisation . The competitors can increase
efficiency that can compete various firms in an organisation that can utilise all wants and needs
and requirements of all competitors. This will increase demand for all dishes that are ready to
make a high competitive market in firm that can visualise all characteristics and wants of
customers wants and need in a competitive firm. The needs and objectives of an organisation can
inherit all values and can make profits to make new wants and services to increase efficiency that
can increased competitive advantage of firm.
P7 Demonstrate customer service strategies to create and develop the customer experience in a
way that can meet the needs of customers
Customer service strategies are very important part for making hospitality business more
competitive which can provide better customer services in restaurant by this customers can
understand what are the customer needs and what are their requirements.
Be a good listener-
Take time to understand what customer want and what are their requirements, listen to
their words, tone of voice, body language and which service they want to acquired for making
dish they will offered in restaurant (Ordenes and et.al., 2014). Effective listening and better
understanding are very important so that hazev can listen each and every problems faced by
customers. A manger can have to acquired all skills that can visualise or understand all
differentiate products that gather all needs and preferences made by customers .
Be confident-
Customer service strategies can make a person to be confident while serving service to
customers. It is very important to have knowledge about all dishes which can gain some
competency in Hazev Hospitality hotel industry. Confidence is main part in which people have
to serve quickly and can enchant all objectives in Hazev hospitality which make efficiency in
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business and can target all type of people which can gather all information and can be a part of
organisation in a particular hotel.
Punctuality-
If customers want service to be on time, then the efficiency of time and standard remain
consistent. Being late serving Hazev hospitality can bears lack of time, lack of knowledge and
lack of efficiency within customer service. It is the main part for Hazev hospitality hotel in
which managers can seek every part of knowledge to be enhanced and efficiency can be
increased and competitors can make future profits. This can make Hazev hotel to acquire good
planning and feedback skills that can acquire some efficiency in a particular field.
Be a role model-
It is very important to make a role model in restaurant so that the efficiency can be
increased and knowledge can be enhanced. Always have a positive attitude that will make a
customer to be well and have full knowledge about all dishes, conduct customer with integrity
and spirituality.
Solves problem quickly-
This is very important to make customer to solves problems quickly so that the integrity
and efficiency can be increased (Peppers and Rogers, 2016). This can make person to solve all
problems quickly and efficiency can be increased. Customer service strategies can make
customers to solve problems quickly and efficiently.
Problems can analyse all requirements that can attain maximum profits in hotel which
can analyse all needs and preferences of customers. This can make Hazev to solves problems
quickly that can analyse all requirements to make more customers experience to analyse all
needs of customers. In a particular organisation these strategies are very important so that
customer can create and develop all customer needs. In Hazev, hospitality can bring a competent
advantage so that customers can be a patient listener and communication skills can be increased
(Torres and et.al., 2014). In it Hazev hospitality industry can use effective strategies that can
build customer loyalty help to make business to grow. It make customers to be happy by
providing good dishes, and be genuine to solves all problems related to customers.
 The industry can demonstrate excellent knowledge about all food items that they are
offering to customers and can make a service call while they need help anytime.
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 The industry can manage all clients complaints and compliments that can maintain a
strong relationship with clients and enhance their business growth.
 By all these strategies it can help Hazev hospitality to enhance their business to increase
their competency and can make maximum profits in business. It helps to maintain a good
relationship with customers that can make maximum profits in Hazev hospitality more
people will come more profits will be earned and can make competitive advantage in
business.
CONCLUSION
From above it concluded that, hotels are very important part in which they can make
different strategies that can help customers to manage time efficiency and effective leadership
skills. Customers managing experience are in a part of fast growing industry that can help an
organisation to grow in a fruitful manner and knowledge can enhanced to make effective
customers service. Hazev is restaurant that mainly focuses on hospitality which make customers
to be experienced and have full knowledge about customers experience. The practice to design
more customer experience can make more knowledge about the customer experience for Hazev
can be increases and effective planning can be done . This report basically focuses on managing
all customer experience that can analyse and make effective planning to understand customers’
needs and preferences that can analyse all customers’ services to make effective strategies in
company. By managing all customer experience consumers can receive good feedback from
others that can acquired some future profits to make strategies quickly in an organisation. This
analyses can beat more competition in market that can utilise all wants and needs of customers to
help to mange efficiency in organisation that can lead to competent all factors or efficiency in
business.
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REFERENCES
Books and Journal
Bagdare, S. and Jain, R., 2013. Measuring retail customer experience. International Journal of
Retail & Distribution Management. 41(10). pp.790-804.
Brocato, E. D., Voorhees, C .M. and Baker, J., 2012. Understanding the influence of cues from
other customers in the service experience: A scale development and validation. Journal
of Retailing. 88(3). pp.384-398.
Cetin, G. and Dincer, F .I., 2014. Influence of customer experience on loyalty and word-of-
mouth in hospitality operations. Anatolia. 25(2). pp.181-194.
Homburg, C, Jozić, D. and Kuehnl, C., 2017. Customer experience management: toward
implementing an evolving marketing concept. Journal of the Academy of Marketing
Science. 45(3). pp.377-401.
N. Bolton, R., and et.al , 2014. Small details that make big differences: a radical approach to
consumption experience as a firm's differentiating strategy. Journal of Service
Management. 25(2). pp.253-274.
Ordenes, F .V. and et.al., 2014. Analyzing customer experience feedback using text mining: A
linguistics-based approach. Journal of Service Research. 17(3). pp.278-295.
Peppers, D. and Rogers, M., 2016. Managing customer experience and relationships: A strategic
framework. John Wiley & Sons.
Torres, E.N., and et.al ., 2014. Examining key drivers of customer delight in a hotel experience:
A cross-cultural perspective. International Journal of Hospitality Management. 36.
pp.255-262.
Verhoef, P.C. and Lemon, K.N., 2013. Successful customer value management: Key lessons and
emerging trends. European Management Journal. 31(1). pp.1-15.
Online
How to Define a Customer Experience (CX) Strategy. 2019. [Online]. Available through:
<https://blog.hubspot.com/service/customer-experience-strategy> .
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