Managing Customer Experience

This study material discusses the importance of customer experience and how customer service strategies can enhance it. It covers topics such as providing quality products, gathering feedback from customers, and rewarding loyal customers.

MANAGING
CUSTOMER
EXPERIENCE

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 4............................................................................................................................................3
P6 Illustrate customer service strategies in specific service context......................................3
P7 Demonstrate how customer service strategies create and develop the customer experience
in a way that meets the needs of the customer and required business standards....................4
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................6

INTRODUCTION
Customer experience is totally based on the products provided by the organisation should
be according to the needs and wants of the customer and this makes the customer satisfied and
loyal to the organisation. Customer experience is acknowledged by taking feedback from the
customers and understanding the needs and wants of the customers. This helps the organisation
to make strategy by which they can satisfy their customers by provide them the right products
which results in the better organisation performance and better profitability. Customer service
strategies comes in the play when it comes to the customer experience because there are many
factors which influences the customers buying behaviour.
TASK 4
P6 Illustrate customer service strategies in specific service context
Customers plays a vital role in the success of every organisation. Customer satisfaction
helps organisation in boosting their revenues and helps in retaining their employees. Clove club
provides the food according the needs and wants of the consumers which helps them in retaining
their customers and by getting regular feedback they formulate their strategy and make
innovation in their food in terms of taste, quality etc. It helps in growth of the restaurant and
achieving their goals and objectives. There are some strategies which are mentioned below in
order to maintain better customer services:
Provide quality product
Customer satisfaction is very important when it comes to customer retention and it can
only be achieved by providing them the quality end product. Clove club provides food to the
customers according their needs and wants and this helps them in attaining the competitive
advantage over their competitors and also helps in retaining their customers which is helping
them in boosting their revenues (Josiam and et. al., 2017). Clove club understands the customer
mentality because customer always wants quality product and if customer doesn't get that it
results in customer dissatisfaction a which results in customer switching to other organisation.
The organisation should have knowledge about their customer preference because providing the
product according to customer makes customer satisfied and loyal.

Feedback from customers
Customer is only satisfied when the product they want is designed according to their
needs and preferences and this can only achieved by designing the products according the needs
and wants of the customers and these days feedback from customers helps the organisation in
developing their product. It help the organisation in formulating their strategy regarding the
product which includes design of the product, quality of the product, price of the product etc.
With the help of customers feedback organisation innovate their products. Clove club provides
the food according the need of the customers and also provides the different food for people who
belongs to different culture (Buono and Fortezza, 2017). This helps the restaurant in satisfying
their customers and also by getting the feedback from the customers restaurant can provide the
food according to the need and want of the customers. These days customers preferences change
very easily due to the large number of options in the market and this makes the feedback from
the customers important because it helps the organisation in innovating their product and
providing quality end product to customer.
P7 Demonstrate how customer service strategies create and develop the customer experience in a
way that meets the needs of the customer and required business standards.
There are many ways by which strategies can be formulated on order to make customer
experience better and make the customer satisfied. The customer service strategies are
formulated in order to make the customer experience effective by which organisation retains
their customers and satisfy them.
Feedback from customers
Customer satisfaction also depends on the interaction with the employees of the
organisation. The employees are the one who interacts with the customers on daily basis and
customers give their feedback, queries to the employees only. Clove club focuses on the training
of the employees because the employees are the one which interacts with the customers on one
on one basis and takes customer feedback and queries which is solved by the employees. Clove
club makes sure that their staff is trained well so they can solve the queries and take their
feedback after the meal of the customers. The feedback also helps in making the customer
experience better. The better customer experience helps in attracting the new customers which
helps in increasing the market share and in increase in the profits of the organisation (HUB,
2018).

Rewards for loyal customers
These days customer taste and preference changes with the time so it is very difficult for
every organisation to cope up with the changing behaviour of customers and in order to retain
their customer organisation provides rewards and gives their customer exciting offers. Clove
club provides different kind of offers to customers who are loyal to them and gives them
discount on the food they provide. This type of strategy helps the Clove club in retaining their
customers and it also shows how much an organisation care for their customers (Dery and
Sebastian, 2017). This strategy adds the value to the customer and organisation relationship.
CONCLUSION
The above points regarding customer experience concludes that the organisation can implement
the different strategies by which organisation can improve the customer experience and satisfy
them. Clove club uses strategies like feedback from customers, providing quality product to
consumers etc. this type of strategies helps them in understanding the needs and wants of the
customers and helps in satisfying their customers. The better customer experience helps in
retention of the customers and helps in attracting the customers which helps the Clove club in
increasing it's market share and which will affect the revenues of the restaurant. This shows that
customer service is important in service sector industry by which organisation can achieve their
goals and objectives.

REFERENCES
Books and Journals
Buono, V. D. and Fortezza, F., 2017. Universities’ experience with brand. The role of design in
managing university communication and branding. The Design Journal,20(sup1),
pp.S705-S720.
Dery, K. and Sebastian, I. M., 2017. Managing Talent for Digital.
HUB, S. U., 2018. San Fran’s mobility plans: a proactive approach to managing mobility.
Josiam and et. al., 2017. Assessing quality of food, service and customer experience at a
restaurant: the case of a student-run restaurant in the USA. Hospitality Marketing and
Consumer Behavior: Creating Memorable Experiences.