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Customer Experience Mapping in London Centric Restaurant Group

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Added on  2020-10-22

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MANAGING THE CUSTOMER EXPERINECE CONTENTS INTRODUCTION Pool 1 TASK – 1 1 P1 Significance of understanding the needs, wants and preferences of target customer groups 1 TASK – 2 3 P2 Factors that drive and influence customer engagement of different target customer groups 3 TASK – 3 5 P3 Customer experience map high quality London Centric restaurant group 5 P4 How customer touch-points creates business opportunities 7 P5 Employment of Digital age Technology in managing the customer experience

Customer Experience Mapping in London Centric Restaurant Group

   Added on 2020-10-22

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MANAGING THE CUSTOMEREXPERINECE
Customer Experience Mapping in London Centric Restaurant Group_1
CONTENTSINTRODUCTION.................................................................................................................................1TASK – 1..............................................................................................................................................1P1 Significance of understanding the needs, wants and preferences of target customer groups.........1TASK – 2..............................................................................................................................................3P2 Factors that drive and influence customer engagement of different target customer groups.........3TASK – 3..............................................................................................................................................5P3 Customer experience map high quality London Centric restaurant group....................................5P4 How customer touch-points creates business opportunities..........................................................7P5 Employment of Digital Technology in managing the customer experience within the service sector.................................................................................................................................................8P6 Illustrating customer service strategies in a specific service sector context..................................9P7 Demonstrating how customer service strategies creates customer experience that fulfils the needs of the customer as well as business standards........................................................................10CONCLUSION...................................................................................................................................11REFERENCES....................................................................................................................................12
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INTRODUCTION Customer experience is defined as a perception and related feeling of customers beingcaused by the one-off as well as cumulative effect of interactions between the systems,channels, suppliers, employees and products. Talking in regards with the hotel industry, themain emphasis is on creation of positive customer experience. This is being regarded as themajor determining factor that whether the customer will come back to hotel or not. From thelast few decades, the expectations of the customers have evolved certainly and it is quitedemanding as well as uninhibited as well. The brand name and image of the hotels can bedestroyed due to failure in meeting out the expectation of the customers (Davies andLockwood, 2012). This is the reason, brands strive for offering better customer experiencethrough satisfying escapade. Consequently, the current research report also focuses onunderstanding how hospitality businesses manages customer experience right from analysisof the needs till the sales fellow-up. Further, different factors that drives customerengagement will be explored along with creation of customer experience map. The later partof the report will throw light on impact of digital technology in CRM and will discussdifferent customer service strategies that helps in developing the needed customer experience.TASK – 1As a customer care manager of high quality London Centric restaurant group, themain role is to ensure that the needs of the customers are met. Consequently, questionnaireneeds to be prepared to make the managers of the restaurants understand different types andneeds of the customers. P1 Significance of understanding the needs, wants and preferences of target customer groups In today’s scenario, just offering basic comfortable room and clean suite is not enoughto satisfy the demanding customers. Instead, it is vital for the managers to leaner the basics ofhow to harness the information and insights so that the experience of the customers in thehotel industry is elevated (Foskett and et.al, 2016). For this, questionnaire is being preparedto better understand the needs and demands of the customers below: Types of customersNeeds, Wants and PreferencesDisabled customersRamp next to front step Sufficient space to pass amid the tables Wi-FiMenu written in Brail Low calorie meals Intimate atmosphere 1
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Primary school childrenWaiters wearing jackets Smaller portions Crayons and colouring books Fun food Overpriced and poor quality food Local food Gym instructorInformation about calorie printed on menuHealthy dishes Fruits, vegetables and smoothies Nice view from window Nappy changing Menu in different languages Business personWi-FiNappy changing room Mobile and telephone charging points Meeting rooms Pool side service Crayons and colouring books Holiday makerLocal food Entertainment related to the nation Poor customer service Pool side service Smaller portions ChampagneOld ageOverpriced and poor quality foodFood that reminds them their past Smaller portions Plenty of time to eat the meal Terrible customer service Champagne Hospital patientMeeting rooms Terrible customers service Nappy changing rooms Nutritious food Meals brought to bed side Easy to eat food TeenagerMilkshakes and soda Bootle warmers Menu in different language Loud and pop music Fast food Restaurant on the route to college bus and train station SoldierMeals that offer extra energy Quick service Poolside service Terrible customer service Plenty of space to eat Over priced 2
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