The Managing Customer Experience
8 Pages2159 Words195 Views
Added on 2020-10-22
The Managing Customer Experience
Added on 2020-10-22
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THE MANAGINGCUSTOMER EXPERIENCE
TABLE OF CONTENTSINTRODUCTION................................................................................................................................3MAIN BODY.......................................................................................................................................3Evaluation of digital technology within Hilton for managing customer experience.................3Strength and weakness of customer relationship management system ......................................4Menu for the event at Hazev restaurant......................................................................................5Customer service strategies ........................................................................................................6Evaluation of customer services strategies in developing customer experience in the event.....6CONCLUSION....................................................................................................................................7REFERENCES.....................................................................................................................................8
INTRODUCTIONManaging customer experience helps the organisation in retaining customer in business forthe growth of business. This assignment will include Hilton which involved in hospitality industrywhich provide its customer with various services. It provides its customers with accommodation,food services etc. This study will include impact of digital technology in customer relationshipmanagement. Moreover, It will include customer service strategies for developing customerexperience.MAIN BODYEvaluation of digital technology within Hilton for managing customer experienceDigital technology refers to the increasing use of internet for performing various operationof the organisation. Hilton is involved in providing the customer with great experience by using thedigital technological tools for improving their customer experiences (Bilgihan, Kandampully andZhang, 2016). Hilton is using mobile apps for using as the key for rooms which helps the guest ineasy access to the room and they feel secure. With the increase in digital technological tools hasprovided the customer with various operation such as online booking through their mobile phones. Moreover, the company are using digital technology for maintaining the strong relationshipwith the customers in order to retain them in business. Hilton is also using Chatbots for solving thequeries of the customers which helps the firm in providing their customers with great serviceexperience. Also, The hotel is providing food services and home delivery of the food to thecustomers that ordered the food online (Gopalakrishna, Malthouse and Lawrence, 2017). Theorganisation is involved in introducing adapting the technological changes available in the marketto provide the customer with better service quality at the hotel.Hilton by adopting this changes has increased their customer experience and is gainingpopularity in the industry. For example, Hilton is using Customer relationship management systemfor maintaining relationship between the customers and company (How Digital Transformation isDriving Customer Experience, 2019). CRM system include the details of customers which helps inproviding the customers with various details of new services available at the hotel. Digitaltechnology is important for building relationship with the customers. Hilton is using digitaltechnology tools for improving their customer experiences (Homburg, Jozić and Kuehnl, 2017). Ithas designed its own website for providing the customers with various information relating to theservices and offers and discounts available at Hilton which helps in attracting customers towards the
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