Managing the Customer Experience

Managing the customer
experience

Table of Contents
INTRODUCTION...........................................................................................................................1
P5 Examination of digital technology employed in managing the customer experience within
the service sector.........................................................................................................................1
P6 Customer service strategies within Park Plaza Riverbank hotel ...........................................3
P7 Create and develop customers experience by customers service strategies in a way to meet
business standards.......................................................................................................................5
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Customer relation can be defined as a process that a company uses to interact,
communicate and connect with their buyers about services and products which they offer. Park
Plaza London Riverbank is a 5 star hotel. It was founded in 2005 by Radisson hotel group that
has almost 75 years of experience in the hospitality sector. It is one of the biggest hotel in
London which has 555 guest bedrooms. It is popular because it provides modern facilities in
order to attract potential customers. This study shows about the importance of customer
relationship management system because it helps the hotel in managing relationship and build
brand awareness among their guests. Digital technology also plays a vital role in providing
informations and messages to its customers (Agnihotri and et.al., 2016). The business adopts
various customers services strategies which make them able to increase their sales and
profitability. It also develops and creates customer experience that meets required business
standards.
P5 Examination of digital technology employed in managing the customer experience within the
service sector
Hospitality business is the one among all types of business who interacts with customers
through digital technologies. The main aim and purpose of park plaza Riverbank hotel is to
provide satisfactory services to its customers and attract them towards their services and
products. Digital technology includes various online and offline marketing channels who helps
manager of the hotel to reach the customers and introduce their services and products in an
effective manner.
Online marketing channels in digital technology includes social media marketing,
Websites, E-mail, mobile phones, digital video, online orders etc. On the other hand offline
marketing includes all telecommunications like radio, television, posters, brouchers, print ads,
newspapers etc. Digital technology plays an important role in managing customer relationship
because most of the people use online that becomes easy for them to to connect and understand
about products that park plaza Riverbank hotel provides them.
Customer relations management system: