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P 1 Value and importance of understanding the needs, wants and preference

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Added on  2021-01-03

P 1 Value and importance of understanding the needs, wants and preference

   Added on 2021-01-03

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MANAGING THECUSTOMER EXPERIENCE
P 1 Value and importance of understanding the needs, wants and preference_1
Table of ContentsINTRODUCTION...........................................................................................................................1TASK 1 ...........................................................................................................................................1P 1 Value and importance of understanding the needs, wants and preference of targetcustomers groups for Marriott Hotel...........................................................................................1TASK 2 ...........................................................................................................................................2P 2 Different factors that influence customer engagement of different target customers inMarriott Hotel..............................................................................................................................2TASK 3 ...........................................................................................................................................7P 3 Creation of customer experience map of Marriott Hotel - ...................................................7P 4 Customer touch points throughout the customer experience create business opportunists..9P 5 Digital technology is employed in managing the customer experience within the Marriotthotel, with examples of CRM system.......................................................................................10P 6 Customer Service Strategy in Marriott Hotel.....................................................................11P 7 Demonstrating Customer Service strategy to meet the needs of the customers................12CONCLUSION..............................................................................................................................16REFERENCE ................................................................................................................................17
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INTRODUCTIONCustomer experience management refers to the process that a company used for tracking theneeds of purchasers and to enhance communication with the customers. Companies treis to buildup the relation with the buyers.Present study will be based on Marriott hotel that provide luxury facilities and lodgingfacilities to its guests across the world. It was founded by J. Willard Marriott in 1927. Itsheadquarter was located at Bethesda, Maryland, U.S.Report will include value and importance of understanding the needs of target customers.Further more it will include different factors that influence customer engagement.TASK 1 P 1 Value and importance of understanding the needs, wants and preference of target customersgroups for Marriott Hotel.To identify the market techniques company has to step out in the market to know theirreputation and goodwill and to identify the importance of target customers they have to satisfytheir needs and identify the demands which they are expecting from the company. If MarriottHotel targeting the business person than they have to assure following needs of the persona andfulfill it so that they always prefer the hotel while travelling in any country as Marriott Hotelestablished their Hotel in many countries. Business person always demand that they get free Wi -Fi services and rooms with mobile charging points, Poolside services are available so that if theyare on holiday they can enjoy their time easily without any barriers and specially the major pointwhich they prefer is of meeting rooms so that they can continue their work in hotel as well(7ways to create a great customer experience strategy, 2019).Marriott Hotel mostly linked with the Holiday maker as they always attract the customersby providing attractive itinerary relating to the hotel as the Marriott hotel is famous for providinglocal food, they can enjoy their food near pool side area and also lot of activities are organisedfor entertainment purpose(Lee, 2017).1
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TASK 2 P 2 Different factors that influence customer engagement of different target customers inMarriott Hotel.The factors which influence the customer engagement is that in case of Teenagers theyalways prefer to have the rooms with pleasant environments and good interiors but if they facean unpleasant smells form drainage in the room or any other place where they are sitting thisresult to bad impression as first impression always attract the customers and if they face any suchsituation it results to not preferable to that place for next time(Baker, 2016).Teenagers - Customers usually influenced when they get the poor or delay room services. In case ofmothers with babies they prefer that places where proper room service are provided so that theycan enjoy their holiday with their babies but this terrible customer services result in losing the2
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