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Managing Customer Experience Assignment Solved - Hilton Hotel

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Added on  2020-10-22

Managing Customer Experience Assignment Solved - Hilton Hotel

   Added on 2020-10-22

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MANAGING THE CUSTOMER EXPERIENCE
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Table of ContentsINTRODUCTION...........................................................................................................................1LO 1.................................................................................................................................................1P1. Value and importance of understanding needs, wants and preferences of target customergroups. ...................................................................................................................................1P2. Various factors driving and influencing customer engagement of different target groups .2LO 2.................................................................................................................................................4P3 Customer experience chart for the hospitality industry....................................................4P4. customer touchpoints throughout customer experience creating business opportunities forhotel HILTON........................................................................................................................5M2. Making detailed customer experience from map that charts customer journey model..6..........................................................................................................................................................7CONCLUSION................................................................................................................................7REFERENCES ...............................................................................................................................8
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INTRODUCTIONManaging customer experience is an essential part of each and every business ororganisation that helps an organisation to develop and sustain strong customer relationship. Itplays an important in sustaining the sales and profit for the business (Homburg, Jozić andKuehnl, 2017). This report is in context to Hilton hotel, a leading hotel chain within thehospitality industry. Understanding customer's value and engagement in the hospitality serviceswill be discussed in the following report along with the factors that impacting on customerengagement. Furthermore, the report will also discuss customer mapping and their touchpoints todetermine the elements that influences customer experience in Hilton hotel and services offeredby them. LO 1P1. Value and importance of understanding needs, wants and preferences of target customergroups. Knowing customers is an essential factor or element required by an organisation orbusiness. Successful entrepreneurs or business owners understand the needs and wants of theircustomers along with the most effective method of making their services or products available. Itis very essential for Hilton hotel to understand the needs and preferences of targeted customers.Therefore, obtaining proper information and knowledge regarding the same is very muchimportant so that their demands can be satisfying in an effective manner. Hilton is one of theleading hotel brands in the world, there is a strong position of the brand among the customerswithin global market. The organisation can achieve higher sales and profit by understanding thereal requirement of their target customers. Identifying the needs and wants of the customershelps a company to develop most satisfying products or services which can be offered to thepeople and attract them (Yates, 2017). If Hilton Hotel offers attractive services to their customersit will be easy for them to sustain in the competitive market as well as retain their customers.There are various significances of understanding needs and preferences of target customers asdiscussed below - 1.The organisation can attract huge number of customers2.It helps in setting the best and effective price for their products or services offered to thecustomers. 1
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