Understanding Customer Experience (Doc)
Added on 2020-10-22
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Understanding andenhancing customerexperience
Table of ContentsINTRODUCTION...........................................................................................................................3TASK 1............................................................................................................................................3Market segmentation and customer profiling activities.........................................................3Various ways in which customers can be profiled.................................................................4Drivers of customer engagement............................................................................................4Different strategies that can be employed for on boarding diverse customers.......................5TASK 2............................................................................................................................................5P3Creation of customer experience map for a selected service sector organization..............5P4Discussion about how the customer touch points throughout the customer experience createbusiness opportunities for a selected service sector organization..........................................6CONCLUSION................................................................................................................................7
INTRODUCTIONCustomer experience enhancement is all about the understanding that consumer judgeorganization on the basis of sum total of their interaction with the brand and the company. Thecompany which is taken into consideration in order to explain about the understanding andenhancing customer experience id Crowne plaza which was founded in 1983. It is one of themultinational chain of full service, upscale hotels with its headquarter in United Kingdom (Rose,2012). This assignment specifically focuses on values and importance of understanding needs,wants and preferences of target customer group of a selected service industry. In addition to thisbrief explanation about the different factors which influence customer engagement of differenttarget customer group is being explained in this file. Lastly exploration of customer experiencemap to create business opportunities is also explained in this report.TASK 1Induction programme“The value and importance of understanding the needs, wants and preferences of TargetCustomer Groups of Hospitality Services”DAY 1Market segmentation and customer profiling activitiesNeeds, wants and preferences of target customer must be taken into consideration by everyorganization in order to achieve organization goal on stipulate time period. So in order tounderstand the customer needs, wants and preferences Crowne plaza hotel must adopt thestrategy of market segmentation and should look after customer r profiling activities too in orderto earn maximum profit for the organization(Best, 2012). Market segmentation and customer profiling activities for target market Market segmentation is refer to the process of dividing the target market into sub groupswith those having similar needs and preferences. While segmenting the market into sub groupCrowne plaza hotel set the customers profile on the basis of the lifestyle, needs and preferences.After segmenting the market on the basis of customer profiling activities the company rendergoods and services on the basis of their choices so as to increase the satisfaction level andcustomer experience too.DAY 2
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