Managing Customer Experience

This report examines the customer experience strategy of Gloria restaurant, an Italian trattoria located in London. It explores how customer experience strategies can help businesses gain profitability and customer satisfaction. The report discusses the use of touchpoint analysis and the stages of a customer experience strategy. It also explores how customer service strategies create and develop the customer experience. Overall, the report highlights the importance of managing customer experience for business success.

Managing Customer
Experience

Contents
INTRODUCTION...........................................................................................................................1
LO4..................................................................................................................................................1
CONCLUSION................................................................................................................................3

INTRODUCTION
Customer experience management refers to the sum of every interaction customer has with
business in both pre or post sales. The consumer experience strategy define the actionable plans
in place to deliver a positive, meaningful experience across those interaction. this report contains
examination of the customer experience strategy of respected food organization Gloria
restaurant. This company is Italian trattoria located in London. Organization is highly concern
about managing their customer experience and working on its improvement. Manger of Gloria is
working on how customer strategies create and develop the customer experience in the way that
meets the needs of customer and required business standards. Below is detail examination of
how customer experience strategies of Gloria could help their business to gain profitability and
costumer satisfaction.
LO4
P6: How customer service strategies helps in specific service sector
Customer experience management strategies:
It can define as the process of defining, planning and documenting an
organisation's wide approach to improve customer experience such that is helps in meeting
business goals. Furthermore this strategies means understanding customer behaviour and
expectations, and delivering on these expectations. Goal of customer experience management is
to optimise interactions from the customer perspective and, as a result it is improve customer
loyalty. In the context of respected restaurant company Gloria, the study of customer experience
management could help the organisation to gain customer loyalty and improve customer
experience.
The use of touchpoint analysis:
The goal of touch point management is new improvement of customer experiences and ,
as a result better customer relationship. By improving customer relationship organisations
improved market shares, sales, and both customer and employee loyalty. In the trems of
respected company Gloria restaurant, organisation is analysis post customer experience for
improvement in their current services and product. They ask their customer for follow up by
giving them feedback forms, and analyse the choice and preferences of their customers. It could
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help them to improve their services and customer experience. Thus touchpoint analysis help the
manager of Gloria restaurant to improve their customer experience effectively and efficiently.
Stages of the customer experience strategy:
 Assessing market needs: This referees a detailed look at the needs and expectations
of the customer. If the organisation don't know what is important to their customer,
it could be difficult to full fill their needs and meets their expectations. Thus
assessing market needs of customers is very important for Gloria restaurant, the
company should know what are the preferences of their customer and expectations
from the restaurant. If they know about their customer they can full fill the needs of
them.
 Experience mapping: These experience maps are a collective way of allowing
business to visually represent complex customer interaction. Experience maps
highlight possible pain points, enabling businesses to find opportunities to ensure
the best consumer experience with their products and services. Thus experience
mapping could help the manger of Gloria to interact to their customer and know
about their customers. It could find help in finding best way to interact and know
about the experience of their customer.
P7: How customer service strategies create and develop the customer experience
Various strategies are there that could be use by organisation to create and offer better
experiences to its customers. One of the effective strategy is use of touch point analysis in which
company evaluate all its services from view point of customers that help in improve overall
services in order to better satisfy the needs of customers. One of the important feature of this
strategy is that it support in determine the opportunities in which firm can improve itself. With
this, Gloria restaurant can improve its brand image and can retain its customers for long time
period. Another strategy that could be adopt by Gloria restaurant is receiving feedback from
customers. One of the main feature of this is that it make the management aware about the areas
which customers like the most and the areas which still need some improvement. With effective
implementation of this strategy, Gloria restaurant can improve the quality of its offering and can
deliver a better and positive experience to its customers. Another strategy that can be adopt by
Gloria restaurant is use of quality framework for develop and offer its services to its customers.
With this, company can can improve the quality of its services and can better satisfy the needs of
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its customers. Further, it is essential for Gloria restaurant to create and maintain an emotional
connection with its customers as with this as this ensure effective communication and with this
restaurant can better determine the needs and wants of its customers.
CONCLUSION
From the above given information, it can be summarised that determine and betters
satisfy the needs of its customers is very essential for every organisation. One of the main reason
is that customers are the one that consume service of entity and generate revenue. It is essential
for every organisation to remain aware about the needs and wants of its target customer as their
ensure delivery of quality services and also results in customer's satisfaction. Various elements
are there that affect the customer engagement so management should be aware about those
elements. Development of digital technology help firms in better communicate with its
customers and better satisfy their needs so proper implementation of digital tools should be done
by entity in order to get all the benefits associate with it.
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