Managing Customer Experience in the Hospitality Industry

Unit 2: Managing Customer
Experience

TABLE OF CONTENT
INTRODUCTION.................................................................................................................................4
PART A.................................................................................................................................................4
Value and importance of understanding needs, wants and preferences of target customers group
within hospitality industry.................................................................................................................4
Factors that drive and influence customer engagement.....................................................................5
Target customer groups needs analysis..............................................................................................6
Customers engagement factors determining innovation within on boarding strategies......................6
Customers touch points within hospitality industry and creation of business opportunities..............7
Consumer experience map.................................................................................................................8
Employment of digital technology for managing customers experiences providing customer
relationship management...................................................................................................................9
Advantages of developing customers experience management.........................................................9
Customer relation management.......................................................................................................10
CONCLUSION...................................................................................................................................11
REFRENCES......................................................................................................................................12

INTRODUCTION
Managing customers experiences can be understood to be widely essential for
bringing larger working growth among business horizons within dynamic competitive
hospitality industry, for leveraging higher efficacy goals and to be productive for bringing on
new level goal advancement. ST. John is one of the top most cafe within London, having
wide range of products and services providing customers with best quality ambiance. The
report will be analysing needs and expectations of market segments for service industry,
customer experience map for business opportunities and optimising customer touch points.
Further the study will be analyzing customer experience map for creating larger business
within the usage of digital technology for customer relationship management.
PART A
Value and importance of understanding needs, wants and preferences of target customers
group within hospitality industry
The value and importance of understanding needs and preferences of target
customers within hospitality industry can be understood to be highly essential for bringing on
effective performance horizons within competitive paradigms and to bring on larger scale
efficacy scenarios. St. John by analysing value towards growing importance of varied needs,
preferences and working parameters for up scaling target customers demands will be able to
enrich higher efficacy targets and goodwill horizons widely. Below are some of the factors
which in detail bring forward value and importance of understanding target customers
preferences within hospitality industry (Timmins, 2020).
 Customer’s engagement and attitude analysis: St. John will be able to attain higher
specific customers engagement factors by analysing targets customers food
preferences widely and developing higher work growth efficacy among operations for
larger goal advancement. By analysing detailed preferences of various customers and
working on social media presentation there is wide shift of larger developed working
efficacy aspects, to bring on new quality growth and also functionally operate larger
developed new competitive metrics. The dynamic competitive hospitality industry has
been facing varied changes and new trends coming among food services where
customers preferences are highly diverse. By keeping focus on target customers,