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Understanding and Enhancing the Customer Experience

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Added on  2020-10-22

Understanding and Enhancing the Customer Experience

   Added on 2020-10-22

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Understanding and enhancingthe customer experience
Understanding and Enhancing the Customer Experience_1
Table of ContentsINTRODUCTION...........................................................................................................................1MAIN BODY...................................................................................................................................1LO1.............................................................................................................................................1P1 Value and importance of meeting target customers needs.....................................................1P2 Key drivers and influencing factors for an organisation in their customer engagement.......2LO2.............................................................................................................................................2P3 Customer experience map for Marriott Group.......................................................................2P4 Various touchpoints that are been taken in consideration by the firm...................................3CONCLUSION................................................................................................................................4REFERENCES................................................................................................................................5
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INTRODUCTIONMaintaining of the customer experience will assist the firm to execute proper businessoperations and activities is the major issue and factor leading in improvement of theeffectiveness of operations and thus guides the firm to enhance quality of business functions ineffective manner (Bijmolt and et.al., 2018). The proper management of the business operationsand action plans will help the organisation to take suitable actions to cater the customers needsand demands. For the present report, Marriott Group is been taken in consideration by the firm. Itis a UK based hotel service provider.The present report covers the value and importance of understanding the needs andpreferences of target customer group, various customer experience driving factors are beenevaluated and customer experience map is been developed that will improve the understandingof the firm. Besides this the effective customer touch points are been described that will help inimproving customer experience and create a proper business opportunity.MAIN BODYLO1P1 Value and importance of meeting target customers needs.The proper placing and action plans chosen by the organisation will assist an organisationto improve the effectiveness of operations and thus supports firm to enhance quality of businessoperations and activities that are been taken within the selected hotel firm is very important toimprove their sales and performance level(Kumar and et.al., 2017). The Marriott group willassist selected enterprise to improve the efficiency of services and products manufactured withincorporation and will help the firm to enhance the overall performance of the hotel firm.The setting up of target audience will support in placing the goods and other services likefood and beverages and accommodation facilities to a greater extent(Carlson and et.al., 2018).This will also make the management of Marriott Group to take suitable measures and place theappropriate strategies that will assist the organisation in setting up their target audience and caterrequirements and demands in much effective way. The proper segmentation of the operation willhelp in the proper and effective segregation of the customer base will help the organisation toenhance the quality of hotel related activities that are offered by the firm. This will help in theproper handling of operations and thus will help in meeting the requirements of their targetedcustomers. Other than this, it will help firm to improve their revenue and profitability. The1
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