Managing the Customer Experience in the Service Industry

UNIT 2 - MANAGING
THE CUSTOMER
EXPERIENCE

Table of Contents
INTRDOCUTION ..........................................................................................................................3
MAIN BODY...................................................................................................................................3
TASK 3............................................................................................................................................3
The use of digital technology in service industry...................................................................3
TASK 4............................................................................................................................................5
Elaborate customer service strategies in hospitality sector context.......................................5
Explain how consumer services strategies creates and develops the consumer experiences by
meeting the needs of consumers & business standards..........................................................7
CONCLUSION ...............................................................................................................................8
REFERENCE.................................................................................................................................10

INTRDOCUTION
Consumer experiences refers to prominent activity which is very essential for the growth
and development of company in service industry. Consumer experiences is a sum of every
interaction with business in post and pre services. It tends to depict appropriate concept by
addressing the belongingness of business and carry out work in order to provide information
which consumer ask and represents the requirements by considering the basic characteristics for
development and success of firm. Consumer experiences strategy defines the actionable plan in
order to deliver the positive meaningful experiences throughout the interactions (Shaikh,
Alharthi and Alamoudi, 2020). In which the following report is based on Rosewood hotel in
order to explore all terms related to managing customer experiences this is one of prestigious &
luxury five-star hotel in London, England. It comprises with seven floor and has 262 rooms with
44 suits. Further, in present report discussion about how digital technology is employed in
managing consumers experiences within services sector is explain with specific example of
CRM systems. Additionally, strategies in hospitality industry of customer services is also
explained. Lastly, how consumer experiences strategies of Rosewood hotel could aid their
business in order to gain profitability and customer satisfactions.
MAIN BODY
TASK 3
The use of digital technology in service industry.
In recent time, use of internet is maximum with use of new technology because of
digitalisation is in peak. Where everyone and everything is available in one click. Adopting of
new technologies in such a way where technology is used in very rapid mode. New technology
is adopted by many of organisation in such a way to improve work module and also helpful in
reliability of employee and helpful in customer preference (Silva and Elo 2018). At current era,
the digital technology is play a major role in development of new environment which is based of
advance technology and fast service just on one click. Whenever new technology is arrive they
come with new aspect which need training and development. And also new education changes
and development is provided to employee to understand basic of new adoption of technology.

New technology is adopted by the service management or by service sector, especially restaurant
has chance to collect more customer and high increment of profitability and revenue by taking
advantage of new digital technology. It also helps to customer to reach up to the restaurant
service desk in few second by restaurant website. This all aspect essentially helps to customer
and Rosewood hotel restaurant in better way, where customer need should be fulfilled by
organisation by providing the class of service to customer. The new digital technology help
customer in specific manner to reach up-to to service desk of organisation. And for any query
and enquiry online help desk is available which help to solve questions of customer form
restaurant site which include booking related, staff related and map related and many more. This
all aspect and digital tool help in building customer relationship management which usually
provide satisfaction to customer in appropriate and in professional way. CRM is defined as
process of managing interaction with old as well as new customer. CRM contain many approach
which help to manage and observe its interaction with past, current and potential users.
Advantage of customer relationship management
Sharing the information in time: This technique is usually help in such a context with
Rosewood hotel restaurant, they use it for taking order of customer in online base of mode and
also help in preparing food and services in quick access in website of restaurant (Schmiterlöw
and et. al., 2017).
Automatically information filling: This is major component of customer relationship
management. It helps to down issue like filling the form again and again with a similar
information and data with preference of organisation. It provides customer in filling and to
ignore face of irritation by always filling same information in organisation site.
Facilitates discover of new customers: Customer relationship management help to
identify new potential customer. They keep records of visiting and existing customer for to
determine target for maximum customer returns. New customer for any organisation is base to
development of organisation. A growing business must utilise customer relationship
management software helps to encounter a high rate of existing customer versus new aspect of
each week. Growth of firm is maintaining when existing customer are maintaining. Roosewood
hotel restaurant apply this tool to get new customer and create good image of organisation.
Enhance customer loyalty: Customer relationship management software is useful tool to
major customer loyalty in very less cost of manner. In various cases, loyal customer become