Managing the Customer Experience

This presentation discusses the management of customer experiences in the hospitality sector. It explores the strategies for creating and developing the customer experience, with a focus on effective customer service. The presentation also provides insights into how JRC Global Buffet utilizes customer service strategies to enhance customer experience. References are included for further reading.

Managing the Customer
Experience

Table of content
• Introduction
• Customer service strategies
• Customer service strategies create and develop the customer
experience
• Conclusion
• References

Introduction
Management of consumer experiences is refers as the methods
consists a devise plans for managing as well as arranging the
overall experience that is driven through clients as an outcomes
of consumption of firm's offerings. Moreover, it is considered as
a procedures with the aids of which communication among
business consumers is formulated efficaciously

Customer service strategies
Within hospitality sector, consumers are considered as the market king
that makes firm performing into sector in order to concentrate upon
ongoing improvement in its services so that it become easy to grab the
attention of clients in best possible manner.

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It is only the manner, they can assure its survival as well as
development with gaining profitability and revenues. Effective services
assists firms to maintain long term relation with its guests. Longer
relations with consumers assists in developing efficacious relations
with its clients as well as achieving effective brand image into
consumers minds.

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Therefore, few strategies that can be utilise through JRC Global Buffet
are described below:
• Facilitating facilities as well as services as per the clients
• Solve consumers issues
• Facilitates training and development to employees

Customer service strategies create
customer experience
Customer Audit Trail and Critical Observations
Name of hospitality
business visited:
JRC Global Buffet
Date and time of visit: 1th October, 2019
Things that I observed that
were positive, or good ?
Things that I observed that
were negative, or bad?
What would I change if this
was my business?
Things which I observed
that were good are, musical
instrument which was
played are very sweet and
impressive.
The things which I observed
that were bad, lightings
were very much irritating.
So, I will change the
lighting as well as
performed wall decorative.
Ambience and First Impressions:

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Signage, Tariff Boards, Labelling, etc.:
Things that I
observed that were
positive, or good
?
Things that I
observed that were
negative, or bad?
What would I change if this
was my business?
The things that I
observed which
were good are, the
signs and symbols
are to eye catching
and cleared what it
want specify like
fire extinguisher,
danger and so on.
The things which I
observed which
were negative or
bad are, they dishes
names are not
mentioned in
cleared manner
into menu which
creates confusion.
I would like to changes the
menu and make them more
clear.

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Prices
Things that I
observed that were
positive, or good ?
Things that I
observed that were
negative, or bad?
What would I
change if this was
my business?
Things which I
observed are good
are few dishes were
cost effective and
economical price
and so on.
The things which
were bad are , there
is higher charges of
music and drinks
into bars.
The changes which I
performed is, low
down the prices to
few extent as
comparison another
bars.

Conclusion
As per the above report, it have been concluded that customer
experiences is very much valuable for the hospitality company so this is
essential for them to make customer satisfied through rendering
efficacious quality services as per their tastes and preferences.

References
• Åkesson, M., Edvardsson, B. and Tronvoll, B., 2014. Customer
experience from a self-service system perspective. Journal of
service management. 25(5). pp.677-698.
• Bilgihan, A., Kandampully, J. and Zhang, T., 2016. Towards a
unified customer experience in online shopping environments:
Antecedents and outcomes. International Journal of Quality
and Service Sciences. 8(1). pp.102-119.

Thank you