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Managing the Customer Experience : Holiday Inn

   

Added on  2021-02-20

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Managing the Customer Experience
Managing the Customer Experience : Holiday Inn_1

ContentsIntroduction......................................................................................................................................4Company Overview.........................................................................................................................4Task 1...............................................................................................................................................4P1 Explanation of the values and importance of understanding the needs, wants andpreferences of target customer group for Holiday Inn Express Hotel.........................................4P2 Exploration of the different factors that drive and influence customer engagement ofdifferent customer groups of Holiday Express Inn Hotel............................................................6Task 2...............................................................................................................................................7P3 Creation of a customer experience map for Holiday Inn Express Hotel................................7P4 Discussion about the creation of business opportunities by customer touch points inHoliday Inn Express.....................................................................................................................8Conclusion.......................................................................................................................................9References........................................................................................................................................9
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IntroductionNowadays, the businesses all over the world face a great deal of competition in delivering theirproducts and services as the customers have a lot of options to switch. As a result, the businessesneed to develop a system which continuously monitors and manage customer relationship andtheir experience in using the product. The hospitality industry is one of the industries which needto focus more on the customer experience management. They need to take constant feedbackfrom the customer from which they can actually deal with the customer experience management.In this report, I will talk as the Guest Relations Executive of Holiday Inn Express, London andtalk about the management of customer experience management of that hotel.Company OverviewHoliday Inn Express is one the hotel brands initiated by the Intercontinental Hotel Group. Thishotel brand is one of the renowned and well established brands in the world. This brand operatesin a lot of countries and tries to increase the customer satisfaction to increase their business andgoodwill. In this report, the customer experience management will be explained in line with thecontext, experience and activities of the Holiday Inn Express hotel (InterContinental HotelsGroup PLC, 2018). Task 1P1 Explanation of the values and importance of understanding the needs,wants and preferences of target customer group for Holiday Inn ExpressHotelIn a business, all the customers are not targeted. There is a certain customer group or manygroups that are targeted by the businesses according to the differentiation by the customers’income, age, taste and other social and demo-graphical factors. Why the firms shall understand
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