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Understanding Customer Experience (Pdf)

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Added on  2020-10-22

Understanding Customer Experience (Pdf)

   Added on 2020-10-22

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UNDERSTANDINGCUSTOMERS
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TABLE OF CONTENTSINTRODUCTION...........................................................................................................................1LO 3.................................................................................................................................................1P5. Managing the customer experience within service sector through employing digitaltechnology....................................................................................................................................1LO 4.................................................................................................................................................3P6. Customer service strategies in service sector........................................................................3P7. Creation and development of customer experience through customer service strategies.....6CONCLUSION................................................................................................................................6REFERENCES................................................................................................................................7
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INTRODUCTIONIn today’s era, especially in service sector, to have good understanding of customers iscrucial to gain sustainability and competitive edge in the market for surviving in the long run.Present report will evaluate the way digital technology leads to manage the customer experiencein Hilton hotel, London. Also, it will cover strengths and weaknesses of some customerrelationship management (CRM) systems. Further, as per the given scenario, a menu with somepromotional material for the event will be provided with employing appropriate customer servicestrategies. Evaluation of the event and valid recommendations will be provided as well.LO 3P5. Managing the customer experience within service sector through employing digitaltechnologyTo manage the experience of customers in Hilton hotel, London, digital technologies playa crucial role. Being operating in the service sector of UK, Hilton is supposed to employ variousdigital technologies to increase its efficiency and competitiveness. Hotel has raised its CustomerService Standards to great heights through adopting latest technologies (Kang and et.al., 2018).Digital techniques adopted by the firm are like Wi-Fi infrastructure overhauls, mobilecommunication and automation, digital conference facilities, etc. With the adoption of thesetechniques, Hilton hotel is able to manage the customer experience as now-a-days, peoplevisiting a place do not consider Wi-Fi as a perk but as a must-have which offers them an ease inconnecting with internet seamlessly. Likewise, to conduct conferences, hotel provides customerswith high density Wi-Fi along with access to AV (audio-visual) and digital facilities whichrenders a great experience to them that ultimately leads in their revisit (Wali and Nwokah, 2018).The way digital technologies are changing CRM systems to retain customersDigital technologies have transformed the CRM systems to retain customers. Earlier,through CRM systems, healthy relation with customers was fostered and maintained with the useof various practices, platforms and techniques. However, still there was some need ofimprovement to retain customers for longer span of time which was done by digital technologieslike different software and hardware, tool of data analysis, internet, etc. Cloud based programsare also common these days (How Technology Changed Customer Relation ManagementSystems, 2014). Thus, it can be said that digital technologies have changes the CRM systems1
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