Managing Customer Experience

Managing Customer
Experience

Cover Content
 Introduction
 Market segmentation and customer profiling
 Customer needs, Wants and Expectation of customer
 Drivers of customer Engagement
 Different strategies
 Customer's Journey
 Touch point
 Conclusion

Introduction
 Customer experience management is an art of satisfying the
customer by meeting its requirements.
 Management of customer experience is must of an organization
which is working in hospitality industry.

Market Segmentation And Customer
Profiling Activities
 Market segmentation is the art of dividing a group of customers to a
specific product or service, based on different characteristics.
 Customer profiling includes the identification of services to customers
which they require to avail by organization.
 When organization carries out the market segmentation and customer
profiling it allows them to satisfy the customer.