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Managing the Customer Experience (doc)

   

Added on  2020-10-22

10 Pages3527 Words379 Views
MANAGING THECUSTOMER EXPERIENCE
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Table of ContentsINTRODUCTION ...............................................................................................................................3LO1.......................................................................................................................................................3P1 Importance, value and of understanding the preference, wants and needs of target customers groups for a service sector industry.................................................................................................3P2 Different customers engagement affecting factors-....................................................................5M1 customer engagement factors, determining customer on boarding strategies for different targets customer group.....................................................................................................................6LO 2......................................................................................................................................................7P3 Customer experience map for the hospitality industry...............................................................7M2. Making detailed customer experience from map that charts customer journey model............8CONCLUSION....................................................................................................................................9REFERENCES...................................................................................................................................10
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INTRODUCTION Customer experience is the perceptions of the customers which helps to understand theneeds, wants and preferences of the customers. Hotel BULGARIA is based in UK. This hotel isproviding the best services of the hospitality to the customers across the world. There are manyhotels in the market which are taking the feedbacks of the customers. Which will help to companyin improve the brand image. Customers experience is all about the buyers journey for product. Frominitial level to the end. This file discusses about the importance and value of understanding theneeds wants and preferences of targeted customer groups for service sector industries, and howdifferent different types of factors affects the customers engagement and other different types oftargeted group in the service sector organisation. Customer experience map for the industry andhow the customers touch points throughout the customer experience create business opportunity forthe selected service sector organisation, what are the customer touch points (Warnaby,and Shi,2018).LO1P1 Importance, value and of understanding the preference, wants and needs of target customersgroups for a service sector industryCustomer experience is a review about the product and service of a particular company. Itis a situation where a customer provides their perception about any product or services. It shouldbe very necessary for the companies to take the feedbacks and perceptions of the customer for newinnovations. It will help to the company for market growth and to expand their business. Needs, want and preference all three things are inter-related to the perception of theconsumers. All three are basic thing of the human nature. Service industry should know about themarket and needs, wants and preferences about the products. That which kind of customers arerequiring for different kinds of products. It is very necessary for the company to understand theexpectations of the company. All the marketers of the company should target the customersaccording to their market segmentations. Because it will help to approach the customers easily.Perception of the customers helps to produce the products according to their expectations(Kranzbühler and et.al., 2018).Need of customer profiling activities-Hotel Bulgaria is a UK based five star hotel. Hotel is basically targeting its customersacross the world. This hotel is expanding its business according to market segmentations. There is abig thing behind why hotel carries out market segmentations and customer profiling activities.Because this kind of customers profiling activities helps to reach out the customers with their
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