Customer Experience Management: Assignment (Solved)

Added on - 22 Nov 2020

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THE MANAGING CUSTOMEREXPERIENCE
TABLE OF CONTENTSINTRODUCTION...........................................................................................................................1MAIN BODY...................................................................................................................................1Evaluating the impact of digital technology in managing customer experience.........................1Customer relationship management (CRM) - Strengths and weaknesses..................................2Menu of Hazev for an event........................................................................................................4Strategies for customer service...................................................................................................5Evaluating the customer service strategies and recommendations.............................................5CONCLUSION................................................................................................................................6REFERENCES................................................................................................................................7
INTRODUCTIONCustomer experience is the encounter of customers with company's products, services,customer support services etc. In other words, it is the perceptions of customers towards thebrand which is formed from experiencing that brand(Peppers and Rogers, 2016). The presentreport is going to Hotel 41, a luxury hotel in United Kingdom. The project will cover theevaluation of digital technology in customer experience of hotel. Strengths and weaknesses ofthe customer relationship management systems are going to be highlighted in this report. Further,an evaluation will be done of customer service strategies employed by Hazev, a restaurant formanaging its customer experience.MAIN BODYEvaluating the impact of digital technology in managing customer experienceHotel 41 is a luxurious hotel that uses digital technology in its operations for achieving itsmain objective of customer satisfaction. The efficient use of digital platforms and systems helpsthe hotel in managing its customer experience. Digital technology is the use of smart internetbase applications, automated communication systems within the organisation, various softwarefor handling the complex tasks for attaining efficiency in the operations(Lee and BAKER, 2017).Illustration1: Use of Digital Technology(Source:5 Trending Digital Technologies to Elevate Hotel Guest Experience,2018)1
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