Managing the Customer Experience

This report discusses the importance of managing the customer experience in the service sector. It explores how digital technology is used to enhance the customer experience and discusses customer service strategies in a specific service sector. The report also highlights the impact of customer service strategies on creating and developing the customer experience.

MANAGING THE CUSTOMER
EXPERIENCE

Table of Contents
INTRODUCTION ..........................................................................................................................3
TASK 3............................................................................................................................................3
P5 How digital technology is employed in managing the customer experience within the
service sector...............................................................................................................................3
TASK 4............................................................................................................................................4
P6 Illustrate customer service strategies in a specific service sector..........................................4
P7 Demonstrate how customer service strategies create and develop the customer experience 6
CONCLUSION................................................................................................................................7
REFERENCE...................................................................................................................................8

INTRODUCTION
Managing the successful customer experience is one of the most crucial while engaging
in the service sector. It involves the upper level strategies and critical method to retain customer
for the business survival. This brief report will be carried on Hazev restaurant, which is the
exclusive collaboration between the Tas and Haz restaurant groups, offering the customer choice
of our relaxed cafe, modern restaurant and stylish bar well stocked with the sel3ection of spirit,
highly regarded Turkish wines and also the traditional drinks, Raki. This report will cover how
digital technology has transformed the overall customer experience along with designing the
customer service strategies. This report will also include the evaluation and improvement of
customer service experience.
TASK 3
P5 How digital technology is employed in managing the customer experience within the service
sector
Digital technology has been employed with major focus on getting satisfactory customer
response for every hospitality organisation. In sense, technology such as mobile Apps, customer
server etc., has provided solution to technology transformation for higher customer outlook and
still in the process of development. Also, digital tech has become trends and revolutionary to
adopt it continuously by almost every service organisation. In context with Hazev, digital tech is
playing the necessary role in getting the customer response & experience in both positive and
negative manner. The digital technology has become important for customer service experience
in several ways:
Flexible IT environment: Having the right and suitable technology is helpful to empower
digital strategies for controlling and managing the business today. Mobile apps and virtual reality
has resulted in giving the digital transformation a boosting way to uphold the satisfactory
customer experience at an optimised way. In the current scenario, cloud technology has convert
into the top priority by recording maximum customer response in an efficient way. In context
with Hazev, cloud enables this restaurant to be more fast, dynamic and flexible by giving the
organisation to test new products or services that are cost effective and low risked and also, it
allows technology to meet the customer demands quicker and reliable.

A seamless multi channel experience: Technology has empowered the customers to get
what they actually want, when they want & how they will get it. In the service sector, more than
half of the customers now expect the customer service in the shorter time with optimum service.
In context with Hazev restaurant, everything has now transformed into the mobile apps and
websites regarding booking, sending the order and sharing of the feedback/response by the
customer's. Complete improvement in the digital technology has transformed the customer
relationship management system on an optimized level.
Hazev restaurant have several customer relationship management system such as one to
one feedback software and product advice tech which has changed the CRM system at the
greater and optimized level. Customer relationship system is an approach to manage the business
entity's interaction with current and potential customers. CRM system uses the data analysis
about the organisation history with the company to improve their business relationships with
customers, especially focusing majorly on customer retention and ultimately driven business
growth.
CRM system have both strengths such as reaching to the customer in easy time, getting
their opinion and review in an effective manner. On the other hand, weaknesses of the customer
relationship management system is that such systems are against of the traditional thinking of
specific people whose taste and preferences belongs to traditional service experiences. It is
required for Hazev to overcome such weaknesses to profitability and business efficiency at the
optimized level.
TASK 4
P6 Illustrate customer service strategies in a specific service sector
Customer service strategies is termed as prescribed methods & tools to achieve customer
outlook towards the service in an effective manner. Service strategies are meant for improving or
enabling the service at the greater and optimized level. It includes adopting new methodology for
service establishment or new product. Also, the customer service strategies is able to draw the
attention of the prospective customer along with satisfying their needs and wants. In context with
Hazev restaurant, customer service strategies has enrolled the business of this service firm to
attract the prospective customer at the higher & optimised level. For Hazev restaurants, it is
necessary to employ certain strategies for proactive purpose of event. It has been noticed that

employee is the key person who is responsible for customer service or selling of products,
because of the initiatives led by the top level management of any organisation. For effective
outcomes of the events for Hazev restaurant, it is important and significant to follow certain
customer service strategies are as follows:
Excellent information of the product: It is necessary for every organisation to make their
staff members informed about products and services of the organisation effectively. Product
knowledge makes customer introduces about the actual offerings to them. In context with Hazev,
it is crucial for them to give appropriate and complete training & knowledge of food products or
service in the upcoming international food events to generate the business and profitability for
this restaurants.
Train the employee's in customer empathy: Customer interaction is known for
emotional exchanges as well as factual ones, so as to give the employees an accurate techniques
or tools to share the customer enthusiasm or reduce the frustrated customer tension and enables
the active response for the service. For Hazev restaurant, it is necessary for this organisation to
train their workforce to make customer informed about acknowledged and greet in an
appropriate and effective manner.
Build infrastructure that supports the customer service: Infrastructure involves the Live
chat and online ticket software which has streamlined customer outlook and response in proper
and ease manner. Also, online feedback and review generation is also used to evaluate customer
service for enabling the highest customer response for the event.
Resolve the customer issues: For the success of the international food event, it is crucial
for Hazev restaurant to solve the customer queries and problem into the shorter period of time.
Hazev needs to look over the tools & techniques for instant removal of issues by reaching and
contacting to them in an easy point of time. Improving the first contact resolution is suitable for
handling the full take care of customer concern. For effective conducting of food event, it is
necessary for Hazev restaurant to pre-decide the strategies to overcome the issues and regulation
in the best possible manner.
Deliver on your promises: In context with Hazev restaurant, it is necessary to deliver the
promises in best suitable manner. This restaurant can do this with help of making checklist, time
chart for each and every activity along with the structure of complete activity chart. This helps to
know the actual and standard deliver of services and products to their real customers. In this

food event, Hazev restaurant needs to take care of their actual potential and capabilities to
provide the customer service at the greater and optimized level.
Make it personal: It is important and significant for every service firm to apologize for
not delivering the promises and also the making of apology should be personal to make realize to
the customers. It has to be noticed that apologizing is important to create the positive response in
the mind of the prospective customer to re-draw the services again and again.
P7 Demonstrate how customer service strategies create and develop the customer experience
For accurate customer service strategies, it is necessary to make pro-active and suitable
changes to enhance the durability of services. In context with Hazev restaurant, this food event
have to be evaluated in order to get actual customer response over the different food choices for
implementing it to the restaurant for business generation. It is noted that food event have
arranged with proper methods and planning to get the actual customer response and also know
the customer choice towards different food items. Event has successfully conducted and initiated
with appropriate arrangements. Also, event has successfully managed with defined objectives to
gather the maximum customer engagement for the business of the Hazev restaurant along with
the profitability.
Recommendations: It is suggestible that customer service needs to be implement with
optimized strategies and plans. Organisation should use maximum technological role into the
customer accomplishment with look over their response after the service and initiate the online
booking system at the higher level to maintain the customer loyalty towards the services of
Hazev restaurant.

CONCLUSION
From the brief report, it is concluded that it is necessary to implement suitable strategies
to manage the higher customer experience into the service sector. Digital technology has became
important for restaurant to continue the business and profits generation. It has been noticed
customer service has become crucial day by day to maintain the customer engagement. Also, the
customer service strategies is needed to maintain the common interest and role of the customer
along with improvement needed to maintain the customer experience at the productive and
optimised level.

REFERENCE
Books & Journals
Peppers, D. and Rogers, M., 2016. Managing customer experience and relationships: A strategic
framework. John Wiley & Sons.
Klaus, P.P. and Maklan, S., 2013. Towards a better measure of customer experience.
International Journal of Market Research. 55(2). pp.227-246.
Lemon, K.N. and Verhoef, P.C., 2016. Understanding customer experience throughout the
customer journey. Journal of Marketing. 80(6). pp.69-96.
Teixeira, J., Patrício, L., Nunes, N.J., Nóbrega, L., Fisk, R.P. and Constantine, L., 2012.
Customer experience modeling: from customer experience to service design. Journal of
Service Management. 23(3). pp.362-376.
Wirtz, J., Den Ambtman, A., Bloemer, J., Horváth, C., Ramaseshan, B., Van De Klundert, J.,
Gurhan Canli, Z. and Kandampully, J., 2013. Managing brands and customer
engagement in online brand communities. Journal of service Management. 24(3).
pp.223-244.
Homburg, C., Jozić, D. and Kuehnl, C., 2017. Customer experience management: toward
implementing an evolving marketing concept. Journal of the Academy of Marketing
Science. 45(3). pp.377-401.
Kannan, P.V., Jain, M., Vijayaraghavan, R., Albert, P.S. and Amudhan, V., 7 Customer Inc,
2013. Mining interactions to manage customer experience throughout a customer
service lifecycle. U.S. Patent 8,396,741.