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hi , \nplease use as topic for this work N1 Indian Veg restaurant London \n\nthank you

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:

Various type of
customer
Different
needs of customer
Family member Easy access of internet Availability of basic
amenities such as on-site
dining or affordability.
Healthy food and
timely service
Middle and older
age adult group
traveller
Adequate atmosphere,
welcoming
environment
Nutritious food without
spice or exotic range of
dishes.
Pleasing and silent
environment
Business person Diverse range of exotic
food range
Mini bar facility Wi-Fi facility and
electronic gadget
charging sockets
Sports person Quick service with
nutritious food
Internet access Comfortable
environment
Mentioned below priorities of every customers within N1 Indian Veg restaurant London
is mentioned below:
Family member:
Family member include group of different age group of individual those who have
different requirements which is essential for organisation to effectively fulfil. Thus, it is essential
for company to make sure that they provide all essential amenities like dining facility,
affordability of price, timely service and clean environment
Middle and older age adult group:
This group of individual are more towards traditional dishes. In addition with this old
customers are shy away from exotic and spicy food along with new food trends. In addition with
this they always seeks for welcoming and comfortable atmosphere.
Business person:

Corporate individuals always tend full-fledged services as they invest their time in order
to conduct business meetings with various National and international clients. In addition with
this, they look forward to have International cousins with exotic taste and flavours.
Sports person:
Sports person are those individuals who are focused on their fitness and prefer to take
protein diet, they always seeks for nutritious meal.
LO 2
P3Customer Mind Map
The accompanying term says about the procedure with the assistance of thought which is
about the impression of potential clients in connection to the items and administrations of an
association with which they are locked in. There are a few phases which are incorporated under
this procedure. The accompanying procedure will be applied in the event of N1 Indian Veg
restaurant London and this will help in thinking about client's inclinations as the development of
association is conceivable just when the organization is having appropriate information about
client’s needs and requests. The sources with the assistance of which assessment of the items and
administrations of an association is done is identified with sites, audit locales, messages, café
condition and a lot more that aides in knowing and affecting on the client conduct for any related
item or administration. The sources are given as under:
Online Sites: The first and best choice for the organizations, for example, N1 Indian Veg
restaurant London where an association could make improvement in their image picture and
brand acknowledgement in the commercial centre. Similarly as with the assistance of this choice,
an association could share the photos and pictures of their items and administrations alongside
particulars so clients may check, taste them by going in the café and give their surveys based on
their encounters which they went over in N1 Indian Veg restaurant London. Further, the
organization could likewise take criticism from clients in regards to their discernments and
related upgrades should have been made in the working of association so clients could be given
progressively improved administrations.
Restaurant Management: There are various exercises which are performed in an
organisation in the case of having a place with Hospitality or some other industry. The

administrators of the organization are selected various jobs and duties which aides in upgrading
brand picture of the association. There are various exercises which are followed in the companies
and guarantees about its legitimate endurance and development thusly cooking, buy, deals,
serving, bookkeeping and some more (Pravdic, P., 2013). So concentrating more on improving
the nature of administrations of N1 Indian Veg restaurant London, it will be conceivable to
furnish clients with the most ideal experience to their clients.
Restaurant Staff: Staff Plays a significant job in the achievement and disappointment of
an incredibly into direct contact with clients a thinks precisely about what the clients are
anticipating from their clients. They will have the option to place their needs before workers just
when they interface with them in quiet, respectful way than will affect decidedly on their conduct
and thinking. A decent impression will be made on their outlook and improve their fulfilment
level too.
Restaurant Environment: The interior condition of an association likewise impacts
upon the nature and conduct of clients in an association. As clients in eatery associations
collaborate with the representatives working in an association, for example, N1 Indian Veg
restaurant London. So their coordination, nature, conduct, connection with one another will
likewise affect upon the attitude of clients as they see everything. Quiet and charm condition is
progressively favoured by clients where they could have their dishes in a quiet place. Alongside
this, great nourishment likewise makes their clients to invest more energy and visit again as
inclinations is identified with investing additional time with individuals they love.
Audit Sites: The effect of checking on destinations from online webpage is additionally
significant as this is one of the significant stages which gives information to association. At the
point when clients makes their visit to the eatery, so they gives their survey and offer their
encounters on the destinations of that association so different clients may likewise settle on their
choices based on audits gave by those clients. Based on inputs and positive surveys from clients,
the enhancements in the procedures and administrations of N1 Indian Veg restaurant London
could be made.
P4: Customer touch point to create opportunity throughout the customer experience in hospitality
organisation
Consumer touch point involves is a phase in which customers gets in contact with
company products and services. It is a journey of customer that taken before availing any

services, during the time and after service experience. Thus, in order to connect with various
customers at single time digital media effectively aid organisation:
Websites: All the related and essential details of N1 Indian Veg restaurant London is
been mentioned on the official website of restaurant. For example review of consumers,
nutritional rating of restaurant and other related information related to food quality, along with
contact detail is being mention on restaurant official website. This is a powerful platform with
the help of which customers can effectively able to acquire required information to make future
decisions.
Email marketing: It is also one of the most important and essential digital source
through which organisation can communicate with customers regarding any vital information. In
this restaurant and customers can conduct one to one communication (BERHE, D., 2017). Thus
it is essential for N1 Indian Veg restaurant London to undertake this digital source in order to
share essential document that are related to customer prior reservation, booking and other query.
Social media: In today's modern world social media is a powerful tool through which
communication with large base of customers can be made on platforms like Face book and
Instagram. Social media aid restaurant to update information related to customers review, images
of restaurant with the help of this they can effectively able to attract customers in best effective
manner.
As per the above mentioned discussion it has been identified that with the help of these
customers touch points N1 Indian Veg restaurant London can effectively able to interact with
customers at a real time. This further lead restaurant to save their time effectively and further
enhance their performance and competitive advancements.
LO3
P5: Digital technology is employed in managing the customer experience within the service
sector
Digital technology involves use of different online platforms in order to formulate
interaction with customers related to organisational offering. By undertaking digital Technology
company can effectively able to enlarge their overall number of customers and can gain more
beneficial advancements. Further in order to identify customers needs and their actual want
company can undertake use of social media, email marketing, SEO and website. N1 Indian Veg

restaurant London is taking use of digital media in order to tackle customers virtually. For
example organisation save the data of loyal customers and offer them beneficial coupons and
discounts (Shea, G. K. I., 2016). This will help them to retain them for long duration of time. It
has been identified that restaurant invest in more such tools as to effectively increase overall
sales of company. There is some various digital tool as well as technologies that can be adopted
by Organisation in order to effectively satisfy customers and further gain more competitive
advancement. There are some software that can be undertaken by organisation which is
mentioned below:
ECRM hospitality software: This software is mainly designed to maintain and secure
data of customers. With the help of this organisation can ensure long term relationship with
consumers while identifying their current as well as future need. Digital platform benefit N1
Indian Veg restaurant London to connect with their customers and formulate best effective form
of relationship.
Opera Software: This is an advanced software system that can be undertaken by
restaurant as to deal with customers with the help of different online platforms. This is mainly
smaller in size and further provides quick and speedy results. This software effectively work in
different operating systems such as Android or iOS or is macOS . With the help of this company
can effectively able to operate their functions as compared to Chrome and Mozilla software.
LO4
P6: Illustrate consumer service strategies in context to specific service sector
Consumers are major source of income for an organisation thus it is essential for company
to offer best experience and satisfaction to them in order to gain their loyalty towards
organisation. N1 Indian Veg restaurant London is looking forward to develop effective form of
strategies with the help of which they can develop long term relationship with their customers.
Mentioned below there are some strategies that can be undertaken by restaurants in order to
deliver better consumer experience
Deliver promise:
In order to retain customers for long duration of time it is essential for restaurant to
effectively deliver promise to their customers. As to effectively attract consumer’s interest
towards organisation products and services it is essential for restaurants to deliver promises to

customers in best effective manner. With the help of this N1 Indian Veg restaurant London can
gain competitive advantages. By offering transparency in this services within affordable price
range restaurant can satisfy their customers in best effective manner.
Seek feedback of customer
It is essential for an organisation to maintain relationship with their customers after
service. For this it is important for restaurants to seek feedback on continuous manner in order to
learn their experiences related to products and services and further offer them more competitive
services as to satisfy them in best effective manner. In addition with this company can receive
feedback from emails and other helpline number in order to make the customer share about good
as well as bad experiences. With the help of this N1 Indian Veg restaurant London can
effectively able to satisfy the customers with best.
P7: Create & develop consumer experience in hospitality industry
In order to satisfy customers with more innovative and unique services it is essential for
organisation to persuade them with different strategies (Jain, S., 2017). Main purpose to develop
customer strategies is to effectively engage wide range of customers with the help of digital
tools. N1 Indian Veg restaurant London can conduct market research in order to effectively
evaluate need and demand of customers and further influence their decision. With the help of this
restaurant can provide them services accordingly. With the help of research beneficial strategies
can be formulated that further benefit restaurants for long term. It is also essential for
organisation to ask for customer feedback as well as opinion, this increases a sense of
belongingness among customers that will significantly increased their loyalty towards
organisation.
Recommendation
 It is essential for organisation to offer customer care services 24/7 in order to handle any
query and issue of customers and further resolve their grievances in order to satisfy them
in best effective manner.
 Organisation is required to update their technology on continuous manner in order to
provide them speedy and quick services. Technology also aid organisation to enhance
customer experience and can further allow them to take more competitive advantages.
 Only taking feedback from customers is not sufficient organisation is required to
effectively overcome customer grievances and issues in order to provide them positive

response for their feedback. With the help of this company can ensure that long term
sustainable growth in Marketplace.
CONCLUSION
As per the above mentioned report it has been concluded that, organisation within
hospitality industry provide different type of services to customers related to food and beverage.
Thus, it is essential for organisation to understand need of every age group of customers and
provide them services accordingly in order to meet every consumer group expectation. In order
to satisfy their needs company can take advantage of digital Tools and techniques and can
undertake customer touch point as to provide them best effective customer experience. This will
lead organisation towards sustainable growth along with high profitability.

REFERENCES
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