Managing Customer Experience

This report analyzes consumer services strategies of Gloria hotel, an Italian restaurant in London, and how they aid in attaining consumer satisfaction and profitability. It discusses the use of touch point analysis, stages of customer experience strategy, and various customer service strategies used by Gloria hotel. The report emphasizes the importance of understanding customer needs and preferences for delivering quality services and creating positive customer experiences.

Unit 2: Managing
Customer Experience

Contents
INTRODUCTION...........................................................................................................................3
LO4..................................................................................................................................................3
P6 How consumer services strategies aids in specific service sector.....................................3
P7 How customers services strategies generated and creates customer experiences.............4
CONCLUSION................................................................................................................................5
REFRENCES...................................................................................................................................6

INTRODUCTION
Consumer experiences refers to sum of interaction all interaction that a consumer possess with
business in either pre or post sales.in which consumer experiences strategies defines actionable
plan in order to supply a positive &meaning experiences by those communications (Garga and
Bambale, 2016). The following report consist analysis of consumer experiences strategies of
respected food company Gloria hotel. It is an Italian restaurant situated in London, highly
concern about management of consumer experiences & on its working performance.
Management team of selected firm works on how customer strategies creates and develops so
that more consumer will able to consume services. Below in detail analysis of how consumer
experiences strategies of Gloria could aid its business to attain consumer satisfactions and
profitability.
LO4
P6 How consumer services strategies aids in specific service sector.
Customer experiences management strategies:
It is a process of planning & documenting an organisation wide methods to increase the
customer experiences like supports in meeting business objectives. Further this strategies means
understanding consumer attitudes along with expectations and supports on these expectations.
Objective of consumer experiences managements is to heighten interactions from view point of
consumers and that delivers a positive outcomes in terms of improvement in consumer loyalty
(Pijls and et.al., 2017). In relevance to significant restaurant Gloria, hotel the management
associated to consumer experiences could help company to advance consumer loyalty as well as
improve purchaser experiences.
Utilization of touch points analysis:
The objective of touch point managements is new improvements in purchaser
experiences and that gives better outcomes in terms of customer relationships. By this entities of
company will able to attain their pre-defined goal of improved market shares, sales & loyalty of
customers. With reference to selected firm, restaurant carried out analysis about post customer
experiences for improvement in their existing services & products. They ask to their potential
customer to fill the feedback form by this they analyse choices and preferences of their
customers. It could help them in improvement of services and customers experiences (Kerns,

2019). Therefore, touch-point analysis ids managers of Gloria hotel to enhance their customer
experiences competently & successfully.
Stages of customer experiences strategy:
Assessing market needs: This tends to detailed look at needs and expectations of
customers. In which if a company does not have knowledge about it like what is important for
their customers then it could become difficult for company to satisfy them and meet their
demands. Hence assessing market needs of consumers is vital for selected company so that they
will able to attain their desired goal within time.
Experiences mapping: These experiences maps are co-operative mode of permitting
business to visually signify complex customer interactions. Experiences map acmes possible
points, facilitating business to figure out opportunities in order to make sure that best customer
experiences are offered (Larke, Kilgour and O’Connor, 2018). Hence experiences mapping
could assist mangers of selected restaurant to carry out effective communications to their
potential customers and get knowledge about their preferences. It could become useful & helpful
in order to find the best way of interactions and for getting knowledge about their preferences.
P7 How customers services strategies generated and creates customer experiences.
Numerous strategies are there and that could be used by the entities of company in order
to develop and offer a better experiences to its consumers. In which of the most effective strategy
that is being used by company is touch point analysis. In this company measures it’s all services
with the help of viewpoints of its customers and that helps in improving overall services for
offering better experiences. The most effective and important feature of their strategy is that is
assist in identification of opportunities for the improvements (Andreassen and et.al., 2018). In
relevance to hotel Gloria, they can improve the brand image and values in front of their
customers by providing best quality services and sustain position at marketplace for longer
period of time.
Another strategy that is being adopted by chosen firm is receiving feedback from their
visitors or potential customers and another main feature of this strategy is that it provide
knowledge and awareness to management team about preferences of consumers like what they
most likely prefers and what improvements they desired. With effective execution of strategies,
Gloria restaurants can improve its quality of services and can deliver better offerings in order to
give positive experiences to consumers.

Further another strategies that is being used by Gloria restaurants is that they use quality
framework for creating and offering better services to customers (Rychalski and Hudson, 2017).
By this company will able to improve quality of services and could be able to satisfy consumers
more. Lastly, it has been found that Gloria Company, it is vital for them to create and maintain
emotional connections with customers and effective interaction for the betterment of company.
CONCLUSION
From above discussed report, it has been analysed that customer strategies determine and
better satisfied the needs of consumers and it is crucial for ever company to carry out this. One of
the main motive is that customers are the one main important factors for company to earn money
and generate revenue. It is vital for company to have awareness about preferences and needs of
customers as it ensure delivery of quality services and gives outcome in term of customer
satisfactions. Various components are there that puts impacts on consumer engagements so
managements needs to have awareness about those elements that affects customer engagements.
Development of digital technologies assist firm in improvements of customer interaction by
satisfying their needs.

REFRENCES
Books and journals
Andreassen, T. W., and et.al., 2018. Business model innovation and value-creation: the triadic
way. Journal of Service Management.
Garga, E. and Bambale, A. J. A., 2016. The Impact of Service Quality on Customer Patronage:
Mediating Effects of Switching Cost and Customer Satisfaction. International Journal
of Global Business. 9(1).
Kerns, C. D., 2019. Managing Leader Learning Preferences at Work: A Practice-Oriented
Approach. Journal of Leadership, Accountability and Ethics. 16(5).
Larke, R., Kilgour, M. and O’Connor, H., 2018. Build touchpoints and they will come:
transitioning to omnichannel retailing. International Journal of Physical Distribution &
Logistics Management.
Pijls, R., and et.al., 2017. Measuring the experience of hospitality: Scale development and
validation. International journal of hospitality management. 67. pp.125-133.
Rychalski, A. and Hudson, S., 2017. Asymmetric effects of customer emotions on satisfaction
and loyalty in a utilitarian service context. Journal of Business Research. 71. pp.84-91.