Managing Customer Experience in Hospitality Industry

TOPIC

Unit 2: Managing Customer
Experience

INTRODUCTION...........................................................................................................................3
LO1..................................................................................................................................................3
P1 Importance and value and importance of understanding the preferences, wants and needs
of target customer groups............................................................................................................3
P2 Various elements that influence and drive consumer engagement of diverse target
consumer groups.........................................................................................................................4
LO 2.................................................................................................................................................7
P3 Customer experience map......................................................................................................7
Website:...........................................................................................................................................8
P4 Consumer touch-points all the way through the consumer experience generate business
opportunities................................................................................................................................9
LO 3...............................................................................................................................................10
P5 Digital technology is employed in managing the customer..................................................10
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................14
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INTRODUCTION
Customer experience is defined as a term that underlines the experience that customers
gain while experiencing services, facilities or product from an organisation. It is one of the most
important aspects for organisations especially for those who are engaging in hospitality sector, as
this industry is directly connected to customers (Shi, Chen and Zhang, 2020). This makes entities
engaged in hospitality sector to undertake different strategies, policies and measure through
which they can enhance customer experience at great extent. Present report has been conducted
on Clove club which is operating their business services in hospitality industrial segment in
London, United Kingdom. In these report formative discussions has been conducted on the value
and importance of having proper knowledge of preferences, need and demands of consumers.
Along with the influence of consumer engagement upon entity in addition to this report also
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