mce

Managing Customer
Experiences

INTRODUCTION ..........................................................................................................................4
LO1..................................................................................................................................................4
P1: Value and importance of understanding the consumer needs, wants and preferences for
hospitality industry.................................................................................................................4
P2: Various factors that influences customer engagement of different target group within
service sector are defined below.............................................................................................5
LO 2.................................................................................................................................................7
P3Customer Mind Map..........................................................................................................7
P4: Customer touch point to create opportunity throughout the customer experience in
hospitality organisation..........................................................................................................8
LO3..................................................................................................................................................9
P5: Digital technology is employed in managing the customer experience within the service
sector.......................................................................................................................................9
LO4 ...............................................................................................................................................10
P6: Illustrate consumer service strategies in context to specific service sector..................10
P7: Create & develop consumer experience in hospitality industry.....................................11
REFERENCES .............................................................................................................................13

INTRODUCTION
Managing customer experience includes a practice within which business make interaction
with their customers as to successfully fulfil their expectations in best effective manner. With the
help of this process organisation can effectively able to earn loyalty from their customers that
further lead towards long term sustainable relationship via digital media (Wirtz and Jerger,
2016). Present report has been conducted on N1 Indian Veg restaurant London. It is a well
renowned restaurant within London offering their services in hospitality sector. Restaurant
provides wide range of services that include plate service, buffet service, family style service and
cart service. In these report formative discussions has been made on value as well as importance
of understanding needs, preferences and wants of customer growth. In addition with this report
covers factor that influence customer engagement within service sector, along with consumer
Mind Map. Along with this customers touch point is being also discussed in this report through
which organisation can effectively able to identify opportunity for better services. Lastly,
consumer service strategy is being discussed in this report.
LO1
P1: Value and importance of understanding the consumer needs, wants and preferences for
hospitality industry
In order to successfully strive in Marketplace while assuring more competitive
advancements and consumer satisfaction, it is important for business organisation to effectively
identify current trend, preferences and need of customers. In this company can segment whole
market into different segments and can segregate them on the basis of buying behaviour of
individual, interest, preference and income level of people. In addition with this company can
undertake customer centric approach through which they can effectively satisfy customers. In
context with N1 Indian Veg restaurant London, management of company is looking forward to
undertake plan for different target market that include official tour, friends, family and couples.
With the help of this they will identify their buying behaviour and other essential factors through
which they can further able to implement changes in their strategy and can undertake best
effective form of procedure in order to ensure long term sustainable benefit for organisation.
Mentioned below there are some certain benefits that can be acquired by company with the
effective evaluation of needs and wants of customers:

 With the help of understanding consumer buying behaviour organisation can effectively
able to identify their taste, preferences and income level through which they can flourish
their business strategy and can further satisfy customers as per according to their needs
(Reynolds, 2013).
 After organisation gets familiar with consumer taste, preferences then they can
effectively able to design promotional techniques through which they can satisfy them in
best effective manner.
 It simultaneously acid organisation to implement best effective form of strategy within
which they can offer their services and can further undertake efficient promotion tool in
order to appeal to target market.
P2: Various factors that influences customer engagement of different target group within service
sector are defined below
Consumer engagement is basically considered as a connection within organisation
stakeholders those who are really interested in within business activities as well as in
organisation. In order to attract customers towards Restaurant, management is undertaking
advantage of both offline and online platform in order to influence and encourage customers
towards restaurant services. With the help of digital technology such as text messages, email
marketing and more company can offer attractive discounts and benefits to customers through
which they can influence customers in best effective way and can ensure their long-term
sustainability. It has been identified that every segment in market have their own set of
preferences thus it is essential for restaurant to identify each one of them as to influence
customers successfully: