The Customer Experience

This presentation explores the factors that contribute to providing quality service in the hospitality industry, the importance of setting standards in service delivery, and the purpose of promoting a customer-focused culture. It also discusses customer requirements, satisfaction levels, and service techniques. References are provided for further reading.

THE
CUSTOMER
EXPERIENCE

INTRODUCTION
Customer experience is totally related to effective, sensory and behavioural consumer
responses while during all stages of the consumption process and post-purchase
strategies. The Savoy hotel is luxury hotel and group of hotels along with the
restaurants. This report explain about the factor that contribute to providing quality
services and importance of setting standards in the quality services. Furthermore,
purpose of promoting a customer focused culture and customer care moreover
techniques in giving services.

The factors that contribute to providing a
quality service.
 The Savoy hotel being more successful that needs to be confident that in any situation. Here
are some factor that contribute towards the providing the quality services-
 Training and just a one-time event
 Personalized customer services
 Positivity among employee

The importance of setting standards in the
delivery of quality service
 In terms of customer services it may be also leaded to have been complicated path. Strive for
being loyalty need to be learned about the flexibility and adaptable to the customer every need
and that could be had their irrelevant things
 Customer who are satisfied with Savoy hotel and take their well experience that will definitely
visit to their hotel again in regard to having best prices and deal they are getting.

The purpose of promoting a customer-
focussed culture.
 Focusing on the customer base that seems to be more important and fairly straightforward
process. Savoy hotel can take their customer feedback for having their main focused on culture,
and they required to listen customer issues
 For customer employee faced straightforward approaches and simply could also for feedback
for having their regular interactions

Customer requirements and satisfaction
levels in hotel.
 Customer satisfaction has become more important for every business. In Savoy hotel
customer requirements and satisfaction play important role through which hotel can easily
make their strong customer base.
 Therefore, If customer are not satisfied by the services than they receive in one hotel, and
they will look out some other hotel for better services

Customer care and service techniques.
 Survey the guests:-
People sharing their opinions and hotel should be really appreciated the opportunities that could help
them fort better serve
 Empower employee:-
Savoy hotel make their employee to be work with more knowledge and address those opportunities as
they come up day to day in hotel

CONCLUSION
From the above report it had been concluded that customer satisfaction is more important rather
than making better team of employee. If customer are satisfied that could be easier for their
organization in having their more growth and development. Organization can also make the
proper use of techniques and requirements from which their customer could be stay for long
term.

REFERENCES
 Choi, Y. and et.al., 2020. Service robots in hotels: understanding the service quality perceptions of
human-robot interaction. Journal of Hospitality Marketing & Management. 29(6). pp.613-635.
 Kasemsap, K., 2017. Mastering customer service, customer experience, and customer orientation
in the hospitality and tourism industry. In Handbook of research on holistic optimization
techniques in the hospitality, tourism, and travel industry (pp. 115-140). IGI Global.
 Kumar, N. and Sharma, D.D., 2018. The role of organizational culture in the internationalization of
new ventures. International Marketing Review.
 Nunkoo, R. and et.al., 2020. Service quality and customer satisfaction: The moderating effects of
hotel star rating. International Journal of Hospitality Management. 91. p.102414.