Managing Customer Experience in Recognising and Serving Individual in The Ledbury

Recognising and Serving
indivdual

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
TASK 1............................................................................................................................................1
P1 Explain value and importance of understanding needs, wants and preferences of target
customer groups for service sector company..............................................................................1
P2 Explore different factors that drive and influence customer engagement of different target
customer groups with in a service sector organisation...............................................................2
TASK 2............................................................................................................................................3
P3 Create a customer experience map for a selected service sector organisation.......................3
P4 Discuss how customer touch points throughout customer experience create business
opportunities for a selected service sector organisation..............................................................4
TASK 3............................................................................................................................................5
P5 Examine how digital technology is employed in managing customer experience within
service sector, providing specific examples of customer relationship management (CRM)
systems........................................................................................................................................5
TASK 4............................................................................................................................................6
P6 Illustrate customer service strategies in a specific service sector context.............................6
P7 Demonstrates how customer service strategies create and develop customer experience in a
way that meets needs of customer and required business standards...........................................7
CONCLUSION ...............................................................................................................................7
REFERENCES................................................................................................................................9

INTRODUCTION
Customer experience management is said to be a practice of designing and reacting to
customer interactions to fulfil or exceed customer expectations that leads to increase in customer
satisfaction, advocacy and loyalty(Khan and Idris, 2019) . It generally tells about knowing more
than where customer shop and what is to purchase. It basically helps in strengthening brand
preference by various differentiated experiences(McGarr and O’Gallchóir,2020). Managing
customer experience helps company to improve customer loyalty by valuing and making
memorable customer interactions. This report is based on managing customer experience in
recognising and serving individual in The Ledbury, which is a restaurant opened in 2005 in
London carries chef Brett Graham's innovative cooking, along with fine wines in modern sitting.
This report includes needs and expectations of markets segments, customer service map to create
business opportunities, impact of digital technology in customer relationship management,
effective customer experience management in a service sector business to maximise customer
engagement along with its conclusion.
MAIN BODY
TASK 1
P1 Explain value and importance of understanding needs, wants and preferences of target
customer groups for service sector company.
Identification of value, needs, wants and preferences of target customer helps companies
to develop effective marketing communication strategies. Targetting customer's markets is
defined a a set of individuals by sharing and demanding their needs and wants that company
focus to fulfil that effectively in order gain customer satisfaction (Etheridge, 2018). As knowing
customer better is referred as a key to provide them good and effective service that leads in
having strong customer relationships and new sales by having positive word of mouth
recommendations. In terms of The Ledbury, value and importance of knowing and understanding
customer's needs, wants and preferences are as follows: Managing Expectations: Knowing and understanding needs, wants and preferences of
customer helps companies to manage expectations of customers. As if company knows
what customer is demanding so according to that companies designs its products and
services in order to serve expectations of customers. In terms of The Ledbury, values,
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needs and wants helps restaurant helps them to design their ambience and prepare food
items according customer's taste and preferences in order to generate customer
satisfaction. Focussing on potential: As basically companies do not have much time and resources to
reach to every target markets with a product message. By determining target market it
allows target marketers to focus on to purchase most likely product to produce. In terms
of The Ledbury, values, needs and preferences of target customers helps restaurant to
focus on building its potential as by limiting populations funnels research and budgets to
customers helps in gaining with large profit potential for restaurant.
 Cost effective strategies: As once company id targetting it generally becomes easy to
make and take decisions on media allocations (Vasileiou and Furnell, 2018) . It is
essential for every company to make and design cost effective strategies in order to serve
right target customers in markets. In terms of The Ledbury, identification of target
customer helps restaurant is serving right segments of customer with their food and
ambience that leads to get higher return on investment by taking use target market plan.
P2 Explore different factors that drive and influence customer engagement of different
target customer groups with in a service sector organisation.
There are various aspects which drives and influence customer engagement that helps in
having benefits and gaining competitive advantage for companies that helps in dealing with its
competitors effectively. In terms of The Ledbury, various factors that influence customer
engagement in targets customer group are as follows: Privacy concerns: As recent times there are various marketers which understands
customers by analysing and determining their online behaviour. They generally keeps a
look on what customer is surfing on. As by using this surfing data marketers and
businesses helps them to determine needs and demands of customers that drives to have
customer engagement. In terms of The Ledbury, restaurant could use various online
portals and websites that customer surfs and according to that customer engagement is
taken off. Technology issues: There is also a barriers that arises in adopting automation for
customer engagement. As using this combination of inaccurate information and
automated customer service that could potentially cause a difficult mistake and which
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