Managing the Customer Experience

Managing the Customer
Experience(LO1,LO2)

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
P1 Elaborate the value of acknowledging consumers needs in service industry. .................3
P2 Elaborate various factors which bring consumer engagement for kinds of consumer group
in respective industry. ............................................................................................................4
TASK 2............................................................................................................................................5
P3 frame a customer service map for a service industry. ......................................................5
P4 Elaborate the importance of consumer touch points to enhance their experience in service
industry. .................................................................................................................................6
CONCLUSION ...............................................................................................................................6
REFERENCES ...............................................................................................................................8

INTRODUCTION
Customer experiences are very much important for an organisation as it helps to develop
or frame the strategies and tactics in order to gain potential outcomes. There are close
relationship in between the customer and firm, in which firm put one of their best efforts to
persuade the experience level of their potential marketplace. Respective report is based on Hotel
Hilton which is an American multinational hospitality company that manages or coordinates the
Broad portfolio of hotels and resorts. Respective report is based on the value and significance of
acknowledgement of understanding the consumers needs and wants and explore the factors
which drive the engagement of consumers within service sectors. Further it elaborates about
consumer touch points at different levels and map to deliver one of best values to consumers in
positive manner.
TASK 1
P1 Elaborate the value of acknowledging consumers needs in service industry.
For an hospitality industry and its organisation needed to segment market to divide
consumers on basis of similar needs and wants in order to reach at large no. of consumer base. In
context of Hotel Hilton they divide their consumer base on various criteria that are travel and
tourist, availing only accommodation services and food and beverages consumers and many
more (Goodman, 2019.). They also bifurcate on basis of age, interest and purchasing power.
Respective activities helps them to prepare and hand over them in appropriate manner. As per
respective report the target market is tourist to sell them the tour package for that Hotel Hilton
needed to collect information regarding the venue, spending power, no. of people and many
more.
In that series that are various basis on which consumer should be profiled in order to gain
potential outcomes in positive manner (Koetz, 2019). In context of Hotel Hilton they evaluate the
consumers needs and wants by using tool of STP in order to comply with their expectations in
positive manner to sell the package of Tourism to different basis of consumers