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Managing the Customer Experience Assignment : Hazev

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Added on  2021-02-20

Managing the Customer Experience Assignment : Hazev

   Added on 2021-02-20

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MANAGING THE CUSTOMEREXPERIENCEsansregular
Managing the Customer Experience Assignment : Hazev_1
Table of ContentsINTRODUCTION...........................................................................................................................3LO3..................................................................................................................................................3P5 Use of digital technology to manage customer experience:..................................................3LO4..................................................................................................................................................4P6 Customer service strategies used in a restaurant:..................................................................4P7 Impact of customer service strategies on enhancement of customer experience:.................5CONCLUSION................................................................................................................................6REFERENCES................................................................................................................................7
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INTRODUCTIONCustomer experience is defined as a result of interaction and building a relationshipbetween the consumers and the organisation. Hazev restaurant is a cooperationbetween the Tasand Haz Restaurant Groups and is situated in the Clarendon Apartments, Docklands CanaryWharf, London, UK in a year 1999 by Onder Sahan. This report will highlight customersexperience with the use of digital technology and different customer service strategies used alongwith the impact of the strategies on fulfilling the demands of the customers and to enhancecustomer experience.LO3P5 Use of digital technology to manage customer experience:Customer relationship management:Customer relationship management is a digital technology which is used to have effectiveinteraction with the customers and it involves collection of data about customer's needs, demandsor expectations along with maintaining a personalized reports of guests (Homburg, Jozić andKuehnl, 2017). Customer relationship management enhance consumers experience in the hotelby giving them satisfaction which allow them to return back to the hotel, and also practices newstrategies to meet their needs and concerns. This technology is very helpful in targettingconsumers as it keeps guests updated regarding all the benefits they can avail including rewards,discounts and current free offers available (Peppers and Rogers, 2016). This digital strategy alsomaintains a relationship with customers by keeping in touch with them and in collectingfeedbacks to improve restaurant's quality. Hazev restaurant is using customer relationshipmanagement to frame and maintain a effective relationship with its customers, so that they candevelop a positive customer experience which helps to target quantity of consumers towardsrestaurant (McColl-Kennedy and et.al., 2015). Social media:Social media is a social networking site which is highly used in today's world helps toattract large number of audience as it helps to promote and advertise. Such networking sites arevery helpful to develop, share pictures or informations with guests and also involve analysis ofdata about targetted customers (Jain, Aagja and Bagdare, 2017). Social media boosts customerexperience in a way that they gain the power to speak, by sharing their views and by inquiringtheir queries and also builds a relationship with the organisation. This sites allows organisation to
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