Managing the Customer Experience

MANAGING THE
CUSTOMER
EXPERIENCE

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................4
LO3..................................................................................................................................................4
P5 Impact of digital technology in CRM.....................................................................................4
LO4..................................................................................................................................................5
P6 Customer service strategies....................................................................................................5
P7 demonstration of strategies on customer experience, business standards ............................6
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................8

INTRODUCTION
Hospitality management refers the study of hospitality industry. The main goal of
hospitality management is to manage hospitality in hotel so that number of customers gets values
of their money. On other hand customer experience management mention the practice of
modifying and reacting to customer action and meets their objectives, take customers in trust by
giving values of their money . Hazev restaurant is one of the London's best Turkish restaurant, in
which offers exciting tastes of traditional, chargrilled meats etc.
MAIN BODY
LO3
P5 Impact of digital technology in CRM
Digital technology plays vital role to elevate customers experience in hospitality industry.
For example organization, restaurants offers software services to each customer where they can
share their experience regarding their food services and hospitality services (Goodman, 2019).
On other hand it becomes easy for customers to tell about their good experience or complaints
regarding food services and other services. Digital technology such as-
SOFTWARE SERVICE: Hazev restaurant offers software services to customers where
customer can reserve their dining for family purpose or private, so that customer doesn't have to
waste their time to wait and all. Thus, restaurant maintains their well-being.
ONLINE FOOD DELIVERY SERVICE: restaurant also offers online food delivery services
to customers. While customer gets beneficial impact because they can get food directly to home
without inconvenience to go and buy foods from restaurant (Homburg, Jozić and Kuehnl, 2017).
Thus, it becomes easy for each type of customer's for example academic students and other type
customers. Thus, kind service enhance customers experiences. Beside of this restaurant offers
tracking services and mobile contact services to customers where they can direct track food
service location and an contact to service man for finding location.
CHATBOX SERVICE: it is also plays important role to improve customers experience
regarding services where they can complaint regarding product and their services. While
restaurant gives response on their complains and resolve them so that customers gets satisfaction