Managing Customer Experience

This document discusses the importance of customer service strategies in specific service sectors and how they contribute to creating and developing a positive customer experience. It focuses on the strategies used by Hard Rock Cafe, such as touchpoint analysis and customer mapping. The document also highlights the significance of feedback and the role it plays in improving customer satisfaction. References to relevant books and journals are provided.

Managing Customer
Experience

Table of Contents
TASK 4.............................................................................................................................................3
P6: How customer service strategies helps in specific service sector ........................................3
P7: How customer service strategies create and develop the customer experience....................4
REFRENCES...................................................................................................................................5
Books and Journals......................................................................................................................5

TASK 4
P6: How customer service strategies helps in specific service sector
Customer experience management strategies:
Organisations follow various strategies to improve customer experience and satisfy7 the
customers. It is essential to fulfil the needs and wants of customers to operate in long run in the
market. The customers are main stakeholders in an organisation at keeping them happy is the
duty of management. Loyal customers are reason for success of the organisation. Strategies are
goals that are set and which are achievable. Achieving these goals motivate the organisation to
work and provide better services to customers. In context of Hard Rock Cafe they are famous for
providing quality services to its customers because of which its customers never switch are loyal
towards the restaurant. The following are the strategies that are used by Hard Rock Cafe to
manage customer experience:
The use of touchpoint analysis:
Touch points are the points where customers interact with he organisation. The areas
should be taken care of to have a brand name in the market and a positive image in the minds of
customer. Better the customers would be served more is the benefit of the organisation. Hard
Rock Cafe has a good image in market and globally present which attracts the customers and
they are provided quality food which increase the chances of repetitive visit of the clients
(Hossain, S., 2019) .
The policy of feedback has helped Hard Rock Cafe to understand the customers more and
the policy builds personal terms between the staff and the customers which increases the chances
of loyalty. The post and pre purchase service provided by them is also helpful and attracts more
customers in the organisation. Touch points help the organisation to achieve its goals.
Stages of the customer experience strategy: The stages followed by hard Rock Cafe to
improve consumer experience are as follows:
 Assessing market needs: The needs and wants of customers are ever changing and to
compete in the market it is important to asses what is going on and how to take lead in the
market. Providing the customer according to their preference is a way to increase their
experience towards the Restaurant. So Hard Rock Cafe makes research on market and

innovate as and when there is requirement to do so that has helped to established this
position in the market.
 Experience mapping: It is also important to map the customer experience as it tells the
various stages the customers goes through what problems they faced and at what time
they were happy. Hard Rock Cafe also keeps map of its customers and emphasize them
to serve them better.
P7: How customer service strategies create and develop the customer experience
Customer experience is the perception of customers towards the brand. What they feel
and vision of customer for the organisation. It is significant to develop good customer experience
as that is what they will convey about the organisation. Better the customer experience more the
customers will promote the brand. In relation to Hard Rock Cafe they make strategies that are
fruitful for cafe as they increase the satisfaction level of customers. The touch point strategy
helps to improve the image in the minds of customers and interaction between cafe and the
people visiting (Jacobs,2016). Due to event the cafe has a large crowd and this benefit for the
organisation as more customers are part of it. The facility of feedback helps to improve the areas
where they are lacking and improves the overall cafe. The another strategy used by Hard Rock
Cafe is customer mapping which has helped the cafe a lot as by understanding the stages of
customer life they can be served better.

REFRENCES
Books and Journals
Hossain, S., 2019. A case study on managing customer data to comply with GDPR.
Jacobs, S., 2016. Managing a Global Membership.Membership Essentials .p.61.
Merritt, S., Massachusetts Mutual Life Insurance Co, 2019. System and method for managing
customer call-backs. U.S. Patent 10,257,355.