Understanding Customer Experience
Added on 2020-06-04
9 Pages2528 Words41 Views
Academic andProfessional Skills
Table of ContentsExecutive summary..........................................................................................................................1INTRODUCTION...........................................................................................................................1Main Body..............................................................................................................................1CONCLUSION................................................................................................................................5REFERENCES................................................................................................................................1
Executive summaryPresent report is based on related with service industry. Glenmore hotel, planning toexpand business activities in other areas is taken under this report. One of the main issue whichcompany is facing is increasing number of customer's complaints related with quality of hotelservices and many more. Before expanding business operations firm want to identify the maincauses related with increase number of complaints and want to solve the same so they canexpand in new areas and can achieve growth. Various issues and a process which can be used byGlenmore hotel to eliminate the cause of customer's complaints is all increase under this report. INTRODUCTIONService sector industry provide various offerings to their individual with the help ofvarious individual whom have professional and academic skills to deal with every nature user.Every hospitality business suffer from various issues which are taking place due to poor facilitiesand services (Johnston, Clark and Shulver, 2012). Hence, for that business have to useappropriate steps and procedure so that they are going to improve all facilities and services. Thisproject is based on Glenmore Hotels whom are planning to expand their business operations inother parts of UK as well. From the last three years there are numerous number of complaints areidentify and thus management want to improve them properly before expansion. For this project,principles which are related with improving customer experience and then follow appropriatesteps to get overcome from them in an appropriate manner. Main BodyCustomer experience is a something which an individual feel after consuming a productand service. This play an important role in success of every enterprise. All efforts must be doneby enterprise to convert their customers into satisfy customers. This enhance goodwill andpositive image of enterprise and at the same time provide various long term benefits to company.There are some principles related with customer experience which can be used Glenmore hotel inorder to better satisfy the needs of its customers (Smith and Milligan, 2015). Basically,experience of customer is a subjective one so this can not be satisfy by an enterprise. Interactionbetween business and customers is becoming strengthen but it is less predictable. Experience ofcustomer is directly linked with their spending. All these are the main principles related with the1
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