Managing Customer Experience

This document discusses the importance of customer experience management and provides strategies to improve customer satisfaction and loyalty. It covers topics such as technology, social innovation, cloud adoption, and touchpoint analysis. The report concludes with the significance of customer relationship management in the dining room restaurant industry.

MANAGING CUSTOMER
EXPERIENCE

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
Lo4...................................................................................................................................................3
CONCLUSION................................................................................................................................4
REFERENCES................................................................................................................................5

INTRODUCTION
Customer experience management is the process in which the organizations found and try to
maintain the customer experience which the customer are facing. it is very important for the
organizations to understand the customer experience and its criticality to manage the customer
experience ( Witell and et.al.,2020).
Lo4
Customer experience management: - Customer experience management is the practice to
design and reacting off interactions of customer when the meat and exceed their expectations and
lead to greater customer satisfaction with loyalty and advocacy. customer experience
management is the process in which the design and manage the experience of the customer after
getting the services.
Customer experience management strategies: -
• Technology: - Use of mobile’s to reach customer anytime, anywhere and drive
engagement with the customer faster. it is very important for the organizations to use the
technology as a strategy while doing the customer experience management. the dining room
restaurant already utilizing the best of the technologies to reach the customer washed and using
the technologies including mobiles to contact the customer and allow customers to contact to
company anytime and drive engagement anywhere.
• Use social innovation to create emotional connection: monitoring of social media
channels and using social media tools to understand the audience and target audience and
uncover the issues and their pain points. It helps in providing a holistic customer view as social
media is the widest platform to find what a customer is facing and experience(Kandampully,
Zhang and Jaakkola, 2018).
• Adopting cloud: the dining room restaurants are adopting a strategies in including the
cloud in the business to reduce the cost and I did dependency on a regular purpose as cloud
computing is in the market and is very helpful for the company to maintain. Cloud computer
offers a lot of benefits for the companies and it allowed them to host and process data offshore.
touch point analysis: touch points at the point of contact in the best possible way and it is the
essentials to check the customer satisfaction when working in the service sector industry and
finding the customer experience, it includes Customer contact points.
3

The use of Touchpoint analysts:
• Customer touchpoint management provides a great help for the company in critically
baseline the eyes of its customer. It helps in improvement to end the customer experience.
• Tuchman helps in uncovering the customer insights and as well the opportunities in
finding the customer segments and what they needs and wants.
Stages of customer experience strategies:
1. Marketing need: in this dis important to prepare and research things make a proper
assessment by the findings
2. Experience mapping: the second strategy is to make the mapping process and Utilizing
the mapping process increasing to customer experience with different change.
CONCLUSION
the report concluded that customer relationship management is very in full for the organization
and their dining room restrooms are focusing on brand experience and how the customer
experiences. what issues the customer are getting welding services in the service industries in
which are effecting the dining room restaurants business.
4

REFERENCES
Books and Journals
Kandampully, J., Zhang, T.C. and Jaakkola, E., 2018. Customer experience management in
hospitality. International Journal of Contemporary Hospitality
Management.
Witell and et.al.,2020. Characterizing customer experience management in business
markets. Journal of Business Research. 116. pp.420-430.
5