Managing the Customer Experience in Hilton Hotel

Unit 2: Managing the
Customer Experience

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 3............................................................................................................................................3
P5 Digital technique is engaged in order to manage the experience of customer along with
providing CRM systems.........................................................................................................3
TASK 4............................................................................................................................................4
P6 Consumer service plan of action.......................................................................................4
P7 How consumer service scheme develop client experience in order to fulfil the requirements
of customer & needed business standards..............................................................................5
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
It is said that customer experience refers to an interaction of product among organisation
and consumer over time period of relation (Ali and et. al., 2018). This is essential to have
positive relationship between people and their consumers. The organisation chosen for given
assignment is Hilton Hotel which was established in 1919 that provide international full services
of hotels and resorts to people. The aim of report is to discuss about the effect of digital
technique in order to manage the customer experiences. It also discuss about service strategies
related to consumers for meeting their requirements and business standards.
TASK 3
P5 Digital technique is engaged in order to manage the experience of customer along with
providing CRM systems.
In today's scenario, digital technique play very essential role in the accomplishment of
business objectives in an appropriate way. The large number of people are using digital
technology for various purpose such as business, entertainment, gaming and so on. It is defined
as electronic media that is connected through cellular telephone and cable system. In context of
hotel industry, such technology is used so that customer experience will be managed. On other
hand, Customer Relationship Management (CRM) system is defined as an effective approach in
order to manage the interaction of organisation with potential & current buyer. It uses customer
history to improve relationship with them to enhance their growth, sales and retention. This is
taking information from communication channel like website, telephone, social media and so on.
This system is required in business for positive outcomes. Therefore, Hilton Hotel is using digital
technology for managing the experience of customers with the assistance of CRM system that
are given below:
Use of Mobile Application- Most of the business has their own application that can be
used by consumers for their easiness and convenient (Cetin and Walls, 2016). Hilton Hotel is
largest hotel that provides services of hotel, resorts to people. It has its own application for
booking hotels and resorts that contain all required information for users such as room
availability, types of rooms, prices, services and facilities. This leads to save cost as well as time
of consumers as individual from any part of world can easily do online booking at any time
without visiting that place.