Managing the Customer Experience Assignment Copy

Managing the Customer
Experience

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
1) Profiling of the target customers of Hilton Hotel for proper market segmentation to identify
target market................................................................................................................................1
2) Drivers of customer engagement............................................................................................3
3) customer experience map........................................................................................................4
4) Creating the business opportunities using customer touch points..........................................4
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
Maintaining of the customer experience is the biggest concern and the requirements of
the organisation to carry out business responsibility (Crisafulli and Singh, 2016). Having a good
consumer experience will help the organisation to maintain the overall market position of an
organisation and thus, support the rise in its productivity and revenue generation. Meeting the
customer needs in an effective and significant manner supports an organisation to execute
business operations and related activities to a greater extent. For present assessment, Hilton
Group is been selected. It is a UK based hospitality service provider firm.
The report will cover the value and importance of understanding the needs and preference
of Target customer’s group. Factors affecting the customer engagement and customer experience
map is been created and developed that will help the management of the organisation to get a
proper idea about the origin of customer requirements, identifying them, fulfilling it to have a
good extent of customer’s experience. Besides this, various customer touchpoints are been
evaluated and handled to create positive business growth opportunity for the selected service
sector.
MAIN BODY
1) Profiling of the target customers of Hilton Hotel for proper market segmentation to identify
target market
The proper and effective profiling of the target customer base as it will help selected
hospitality entity to carry out marketing operations and activities in much suitable manner
(Kumar and Reinartz, 2018). It will also assist a firm to carry out the business operations and
thus will lead the selected hospitality service provider organisation to carry out hospitality and
marketing operations hand in hand. It assists effective handling of business activities that will
help the firm to enhance the superiority of products and services and providing a good and
effective and innovative services that will help the firm to carry out services.
Setting of the target customer base will help the firm to manage business operations and
help business organisation to manage hospitality operations in which assist in effective handling
of business activities followed by firm. The development of a good market strategies and
identifying the handling of the organisation. It also helps the organisation to have effective
management of the business activities and operations help in meeting a good and effective
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