Managing Customer Experience

This project report highlights the ways Roast Restaurant attracts customers and the advertising methods they use. It also discusses the roles of different employees and how they treat negative and positive feedbacks.

The Managing Customer Experience
INTRODUCTION
Customer experience is the overall journey of customer
starting from interaction through some touch point to
experiencing the post-sale services offered by a company. Every
organization desires of making its customer fully satisfied. The
present project report is going to highlight points like ways of
attracting customers, what methods of advertising methods are
used by Roast, a restaurant based in London. Further, the report
will discuss the roles of different employees and how the
restaurant treats negative and positive feedbacks.
Ways of attracting customers
Roast uses various tactics for attracting the masses. These are
discussed below:
 Hosting a pilot event for knowing the responses of customers
towards restaurant's new dishes, its ambience, its services, etc.
 Restaurant located at the buzzy place attracts customers due to
convenience and easy accessibility factor.
 Communicating with the customers on the social media grabs
the attention of youth, telling target audience about the
products and services they are offerings.
 Standard services and high quality of food makes a restaurant
popular after which people recommend this food place to their
friends, colleagues to watch out for.\
 Offering discounts and complementaries services is one of the
way by which Roast attracts attention of potential customers.
 Flexible opening hours of restaurants are preferred by the
customers. For example, late night serving of food.
Advertising methods
The restaurant uses different advertising tools for
spreading the knowledge of the place and for expanding
the audience base. The various methods are mentioned
below:
 Roast very aggressively uses digital platforms for
promoting its food products. Facebook, Instagram
are regularly used by the marketing manager of
the restaurant for getting in touch with the
masses.
 It uses radio advertising method as it is relatively
cheaper than the TV.
 Newspaper advertisements are given by the restaurant on a
regular basis because of its ability of covering large number of
people.
 Hosting a local food event is another way of advertising the
restaurant. People attending event and trying food of restaurant
helps the firm in converting potential customers into regular
ones.
 Restaurant can buy ads on popular websites that have very
heavy traffic. This helps the Roast in getting noticed by large
number of people visiting these sites.
Roast
MENU PRICE
(pounds)
Starters
 Fresh
Celeriac
and blue
cheese
soup
 Salmon
starters
Main course
 British
classic
bangers
 Steak and
mushroo
m
pudding
 Curried
cottage
pie
Desserts
 Apple pie
 Bakewell
tart
 Mince pie
8.00
15.00
40.00
35.00
30.00
25.00
15.00
30.00
Number of Employees at Roast Restaurant
The restaurant has three senior management members and a
handful of waiter staff namely general manager, floor manager, head
chef, and a team of waiters. Each of the employee plays different role of
serving the needs of the customers.
Role of General Manager:
 Planning and formulating policies related to overall marketing,
production of food products, inventory, financing.
 Ensuring the planned actions are executed well.
 Planning the menu after a thorough research regarding the
preferences of the customers.

Role of Floor Manager:
 Recruiting, training and monitoring the staff.
 Preparing weekly budgets and managing work
according to the available budget.
 Ordering raw materials for the kitchen. Effective Marketing and promoting the restaurant
Role of head chef:
 Creating friendly environment within the kitchen.
 Ensuring proper coordination with others employees in the
restaurant.
 Maintaining the quality and standards of the food offered to the
customers.
 Optimally allocating the tasks amongst its junior.