Managing Customer Experience

Managing Customer Experience
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Contents
INTRODUCTION...........................................................................................................................3
LO1..................................................................................................................................................3
P1 Explain value and importance of understanding the needs, wants and preferences of target
customer group of “The French House”......................................................................................3
P2 identified the different factors that drive and influence customer engagement of different
target customer groups within “The French House”...................................................................4
LO2..................................................................................................................................................6
P3 Create a customer experience map for “The French House”.................................................6
Table: 1........................................................................................................................................8
P4 Discuss about the customer touch points throughout the customer experience create
business opportunities for “The French House”..........................................................................9
LO3................................................................................................................................................10
P5 Describe that how digital technology employed in managing the customer experience with
“The French House”, providing the example of CRM systems................................................10
LO4................................................................................................................................................13
P6 Discuss about the customer service strategies in “The French House”................................13
P7 How customer service strategies create or develop experience in a way that meet the need
of client and business standards.................................................................................................14
CONCLUSION..............................................................................................................................16
REFERENCES..............................................................................................................................17
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INTRODUCTION
Customer experience management is based on the concept that describe how enterprise takes
control and interact with existing consumers. Typically, each and every group in organization
will build as customer interaction from its own perspectives. This report is mainly focused on
“The French house” that offers a warm welcome to family, friends and other newcomers. In
order to provide the best quality of food, beverage services of existing consumers. This
documentation will discuss about the importance of understanding needs, want and preferences
of customers. It will describe about the various factors that drive or influence customer
engagement. This documentation will discuss about the digital technology employed in
managing and controlling customer experience. Furthermore, this report will identify customer
service strategies that will create more opportunities for restaurant in London.
LO1
P1 Explain value and importance of understanding the needs, wants and preferences of target
customer group of “The French House”
There are different ways to identify the value, importance of needs, and preference of targeted
customer group in “The French House” restaurant.
Target Markets
Market segmentation, audience segmentation is defined as practice of dividing potential
customers into sub groups based on their characteristics and preferences. “The French House”
can use marketing content that help for create or develop an effective cost marketing strategies
(Baker, 2016). The segmentation of target audience on the basis of behavioural, demographic
and psychological ways. These are considered the different categories that applicable within
“The French House” restaurant.
Basically, “The French house” restaurant is mainly targeting Younger than 45 who are
always attracting towards restaurants services. Most of young generation people will spend a lot
of time in “The French House” with their friends, colleagues and so on. In this way, The French
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House restaurant has been targeted the audience of young people whose age below 45 and
include both female and male.
Customer behaviours and attitudes
It is becoming increasingly important to meet the expectations and needs of client
through “The French House” restaurant. The service quality of restaurant should be maintained
by manager and helps enterprise satisfy their potential customers and turn gain their loyalty.
In restaurant, targeted customers have shown positive behaviour, attitudes towards menu
offering and also impact their satisfaction (Becker and Jaakkola, 2020). With reference to quick
service restaurants, A quick meal pace suit the manager as decrease wait time. In this way, it can
easily build customer loyalty or trust towards “The French House” Restaurant. On the other
hand, targeted audience can recognise brand by taking services of restaurant again and again.
Engagement Factors
In “The French House”, customer care manager should consider different engagement
strategies such as create useful content, provide value, Humanize brand image, using social
media platform and personalise interactions. There are considered as important engagement
strategies or factors that help for manager to establish a strong coordination with targeted
audience by “The French House”.
P2 identified the different factors that drive and influence customer engagement of different
target customer groups within “The French House”
Customer engagement is based on the process or method that help for establishing an
emotional connection between target customer and brand. It is highly engaged with clients buy
more, demonstrate with loyalty. This type of process is providing high quality customer
experience, which become important for “The French House” to handle certain needs, demand of
target customer group in marketplace.
On boarding and Post-boarding strategies for customer engagement
On boarding strategy is that involve manager helping other staff members upskill to keep
evolving in their present role and preparing them future restaurant development. Within “The
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