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Customer Experience Management | Assignment

   

Added on  2020-10-22

10 Pages2838 Words450 Views
Managing the Customer Experience

Table of ContentsINTRODUCTION...........................................................................................................................3PART 1............................................................................................................................................3Covered in PPT.......................................................................................................................3PART 2............................................................................................................................................3P6 Illustrate customer service strategies in Thomas cook. ....................................................3P7 Demonstrate how customer service strategies create and develop the customer experiencein a way that meets the needs of the customer and required business standards....................4M4 Review and recommendations for improving the customer service strategies................6D4 Evaluate the delivery of customer service strategies and communication.......................7PART 3............................................................................................................................................7REFERENCES..............................................................................................................................10

INTRODUCTIONCustomer experience management is an art of satisfying the customer by meeting itsrequirements. Management of customer experience is must of an organization which is workingin hospitality industry. The organization here given scenario is Thomas Cook which is a UK basetravel and tourism company. It has its headquarter in London, UK. In this presentation, theneeds, wants and preferences of customers are explained. Customer experience map to show theinteraction of customer's satisfaction is explained in this presentation. Impact of digitaltechnology in terms of enhancing the experience of customer are explained. Apart from that,customer experience management to maximize customer engagement are also explained in thisreport.PART 1Covered in PPTPART 2P6 Illustrate customer service strategies in Thomas cook. As a part of the group experience team, it seems that there are various strategies whichare used by the management of Thomas cook for developing the customer experience. They areexplained as under:Follow up post booking – Thomas cook begins to provide customer services at the timewhen customer books their package. Effective team are also focus on knowing the needsof the customer such as accommodations, location, room availability etc. It helps them inproviding best facility to customer due to which they increases experience of customers.Offering technology they require – It is an effective tool through which management ofThomas cook provide quick facilities to their customers such as online payment, I padsduring travel, video games at accommodations for the children etc. it increases the loyaltyof customer towards offering of the organisation.Trained staff members to read travellers: The team of Thomas cook is prepared andtrained so that, they can predict the requirement of customers due to which, they providefacilities to their customers as per their requirement. It is necessary because there are

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