Managing Customer Experience

This document discusses customer service strategies in a specific service sector context and how they create and develop the customer experience. It explores strategies such as omni-channel presence, providing excellent service, fun activities, and sharing experiences on social media. It also highlights the importance of customer service in decision making, maximizing profits, and improving service quality. References are provided for further reading.

Managing customer experience
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Table of Contents
TASK 4............................................................................................................................................3
P6 Discuss customer service strategy in specific service sector context................................3
P7 Discuss how customer service strategies create and develop the customer experience in
away that meets the need of the customer and required business standards. ........................3
REFERENCES ...............................................................................................................................5
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TASK 4
P6 Discuss customer service strategy in specific service sector context.
Customer service strategy is the strategy which a restaurant made to address the issues
and complaints of the customer there are certain strategies used in The Clove Club:
 Omni-channel presence: As technology includes number of channels to communicate
with customers. They can be online or offline. Omni channel helps the restaurants in
identifying most preferred channel for touchpoints. Also it develop strategies to support
the customer if they have any complaint or issue.
 Provide excellent service: This create customer engagement. As providing excellent
services to the customers can lead to interaction between them. Restaurant should
maintains customer satisfaction(Zhang and et.al., 2017). This helps the restaurant in
attracting new customers. The Clove club provides excellent services to its customers and
attract them with their services.
 Fun activities: This is the next customer strategy to engage with them. Some restaurants
create fun activities on occasions to involve the customers. And if any customer wins
then they give rewards for that. This helps the restaurant in making connection with
customers.
 Share experience on social media: This is the another strategy which restaurant could
use to interact with its customers. As employees working their share the customers
experiences and feedbacks on the social media so that other people came to know about
the restaurant service and quality. This creates an customer engagement in restaurant.
They should post occasions offers and discount related informations on the social media
to attract more customers.
P7 Discuss how customer service strategies create and develop the customer experience in away
that meets the need of the customer and required business standards.
Customer experience is the top priority of service sector. As they create many strategy to
increase customer satisfaction and develop customer experience. Customer experience is the
interactions and experiences of customers with the business in the customer journey. There are
some points which create and develop customer experience and meet business profits:
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 Serves the customers better: Each customer is important for the restaurants. As touch
points serves each customers in better way. By providing quality of services to them. This
creates opportunity for the restaurants to increase its revenue and profit.
 In decision making process: Touch points can helps the business in creating
opportunities as these helps in decision making process of restaurant. They identify
customers preferences and wants which in turn create improvements in service customer
wants. This helps the managers in decision making process (Schweiger and et.al., 2020).
 Maximizing profits: Touch points are very useful for the businesses to maximize profits.
because by giving facilities of E-commerce, online advertisements, taking feedbacks
through online or offline mode of channels etc. to the customers. This enhance the
customers and results in benefit of restaurant.
 Improve customer service quality: Restaurant should keep customer service quality in
mind. They should make marketing programmes and strategies that can improve
customer service quality and also product quality. This helps the restaurant in knowing
individual needs and wants and provide appropriate service to them(Chahal, H. and
Dutta, K., 2015). The clove restaurant ensures that quality which are provided to the
customer should be appropriate and attractive.
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REFERENCES
Chahal, H. and Dutta, K., 2015. Measurement and impact of customer experience in banking
sector. Decision. 42(1). pp.57-70.
Schweiger, E and et.al., 2020. Managing the luxury shopping experience: implications for retail
channels. In Research Handbook on Luxury Branding. Edward Elgar Publishing.
Zhang, M and et.al., 2017. Understanding relationships among customer experience,
engagement, and word-of-mouth intention on online brand communities. Internet
Research.
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