Managing Customer Experience- Assignment
Added on 2020-10-22
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Managing the CustomerExperience
TABLE OF CONTENTSINTRODUCTION...........................................................................................................................1LO 3.................................................................................................................................................1Impact of digital technology in managing customer experience................................................1LO 4.................................................................................................................................................2Customer service strategies ........................................................................................................2Customer service strategies develop customer experience ........................................................3CONCLUSION ...............................................................................................................................4REFERENCES ...............................................................................................................................5
INTRODUCTIONCustomer Experience is the product of communication between company and consumerover the duration of their relationship (Peppers and Rogers, 2016). Study is based on GardenRomson Restaurant and Dockland Academy. This report will explain impact of digitaltechnology in customer relationship management. It will illustrate different customer servicestrategies. LO 3Impact of digital technology in managing customer experienceCustomer experience is the commodity of interaction between company and consumerover the time period of their relations. This interaction is created of three parts such as customerjourney, 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, understandthe customer wants and requirements. Through it, know about customer personally andmanaging their experience. In this context, Garden Romson Restaurant used digital technology to identify thecustomer needs. This help to business growth and profitability by managing customer experiencein effective manner. This also aids to build customer relationship with restaurant. In order to thatGarden Romson Restaurant used digital technologies for promoting international food event fortheir students and staff with partner Dockland Academy. With this, both are focused onmanaging customer experience (Blázquez, 2014).Digital technologies helps to understandcustomer needs and requirements. Therefore, they are planning for some dishes and drinks forevent. Customer relationship management (CRM) means to practice, approaches and differentpractical applications that Garden Romson Restaurant utilise to handle and evaluate customerinteractions and info throughout customer life cycle. CRM system collects consumer informationacross different channels or point of contact between firm and consumers. Therefore, there aredifferent example of customer relationship management system such as:Operational CRM1
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