Managing Customer Experience

This document discusses customer service strategies and their impact on customer experience in specific service sectors. It explores the use of touch point analysis and strategies for enhancing customer experience. The document also delves into how customer service strategies create and develop customer experience. 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...................................................................................................................................6
Books and Journal.......................................................................................................................6

TASK 4
P6: How customer service strategies helps in specific service sector
Customer experience management strategies:
Company needs to follow several strategies in terms of enhancing customer experience add also
satisfy the requirements and preferences of their customers. For this it is important to fulfil the
requirements and wants of customers in terms of operating for the longer period of time in the
market. In regard of this customers are the main stakeholders of company and it is the
responsibility of managers to keep them happy satisfied. These loyal customers are the primary
reason behind the success in growth of company. In relation with this the Strategies and
objectives which are developed need to be achievable. Accomplish these objectives effective
motivation in an organisation is required to work and offer better services to their customers. In
relation with core by Clare Smyth restaurant they are well known and popular in terms of
offering qualitative services to their customers as due to this their customers do not switch
towards the other restaurant and stay loyal for them. In relation with this derive period started
days which are used by respective restaurant in order to manage customer experience.
The use of touch point analysis:
Touch points are considered as those points in which customers significantly interact in
the company. It affects the suitable areas which are considered and guarding the brand name in
the market that put positive impact on the mind-set of customers regarding the image of
company. Besides this suitable customer tends to serve more towards the benefit of company full
stop and relation with core by Clare Smyth restaurant has well known and good image in market
and also has International presence in terms of attracting their customers and offering suitable
quality of food that leads to improve the chances for repetitive visit of clients. The prominent
policy of feedback is useful for core by Clare Smyth restaurant in terms of understanding their
customers and develop policies considering the personal terms among the staff and customers by
enhancing the chances for loyalty. It represents the post and pre purchase services which are
offered by them and also leads to attract maximum number of customers in the organisation.
Therefore, the touch points are helpful to accomplish prominent objectives (Kuppelwieser and
Klaus, 2020).

Strategies for customer experience strategy: The suitable stages are followed by respective
restaurant in terms of enhancing customer experience which are discussed as below Assessing market needs: It effectively represent the wants and requirements of customers
which are dynamic in nature and also change in terms of giving tough competition in
market. For this it is important to assess what is going on and how to take prominent lead
in the market. For this offering their customers according to their requirements and
preferences is the prominent way to enhance their customer experience towards
restaurant. therefore, core by Clare Smyth restaurant make suitable research in terms of
developing new product in the market and bringing innovation by analysing the
requirement it in the market which is helpful to gain competitive position in the market
area.
 Experience mapping: It is also essential to map the customer experience where is useful
for the stages of customers that goes by the questions like what problems they face and
what times they were happy and satisfied. In relation with core by Clare Smyth restaurant
they also tend to keep map of their customers and focus in terms of serving better
services.
P7: How customer service strategies create and develop the customer experience
Effective customer experience depicts the viewpoint and perception of customers towards the
brand image. It represents that what they feel and what type of opinion customer has for the
company. It is effective to develop prominent customer experience and effect that what they
convey regarding the company. It represents that better the customer experience then more the
customers will promote for the brand including various promotional and advertisement tools like
word-of-mouth. In relation with core by Clare Smyth restaurant returns to make suitable
strategies with art effective for restaurant in order to improve and enhance the satisfaction level
of customers full stop therefore by undertaking the touch point strategy is useful to enhance the
image within the perspective and mind of customers regarding the effective interaction among
the staff members of the student and people who visit the place (Gopalakrishna, Malthouse and
Lawrence, 2019). Because of the event the restaurant has the gathering of large number of
individuals and it is beneficial for them to attract maximum number of customers and make them
part of company. It represents the facility of feedback which is helpful in order to enhance the
prominent areas in which they are lacking and need to improve. Along with this another strategy

which is used by core by Clare Smyth the stride is customer mapping which is useful for them to
understand the prominent status of the life of customers and the requirements of serving in better
manner (Anshari and et. al., 2019).

REFRENCES
Books and Journal
Mohagheghi, P. and Aparicio, M.E., 2017. An industry experience report on managing product
quality requirements in a large organization. Information and Software Technology, 88,
pp.96-109.
Delgado Alvarez, C. A., van Ackere, A. and Larsen, E. R., 2020. Managing service facilities with
endogenous arrival and service rates. International Transactions in Operational
Research. 27(2). pp.1133-1161.
Anshari, M., and et. al., 2019. Customer relationship management and big data enabled:
Personalization & customization of services. Applied Computing and Informatics.
15(2). pp.94-101.