This document discusses the value and importance of understanding the needs and wants of targeted customers in managing customer experience. It explores factors that drive customer engagement and provides a customer experience map. The document also discusses customer touchpoints and their impact on customer engagement.
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Managing Customer Experience
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Table of Contents INTRODUCTION...........................................................................................................................1 TASK 1............................................................................................................................................1 P1 Value and importance of understanding the need and wants of targeted customers.............1 P2 Factors that drive customer engagement of different target customer group........................2 TASK 2............................................................................................................................................5 P3 Customer experience map......................................................................................................5 P4 Customer touchpoint..............................................................................................................6 CONCLUSION................................................................................................................................7 REFERENCES................................................................................................................................8
INTRODUCTION Customer experience management is the collection of processes a business uses to track, overseas and guide each interaction between a customer and the enterprise by the customer life cycle. The experience of customer known as the sum of experiences where a customer has created relation with the business for life time, taking in not just the key touch points(Ali, Amin and Cobanoglu, 2016). It is continuous procedure which is applied by every organisation to maintain relation with the customer. To better understand of the report selected organisation Intercontinental hotel, which is a British multinational hospitality company. It is a five star hotel which is providing services to customer of food & beverages, accommodations and many other. The headquarter of the company has been situated in Denham, Buckinghamshire, England. In this report consist of needs and expectations of market segment in the service industry. Along with produced customer experience map to identify all the opportunities and alternatives of customer touch points. TASK 1 P1 Value and importance of understanding the need and wants of targeted customers Customer refers as a person who purchase goods and services from different sources and paying amounts to particular person who provides goods as well as services. Organisations are mainly based on customers who support a business to run activities successfully. So each business can concentrate on the needs and requirement of each individual then develop products as per requirements. Such as, intercontinental hotel offer services to customer after analysis the interest and demands that helps to provide good experience to customer. Better accommodation services offer by the hotel to their customer which helps to increase profitability. The hotel prepare different types of strategy as per the target customer who take interest into hotel services. Target of Intercontinental hotel, its needs wants and preferences Intercontinental hotel is a part of hospitality where is providing services in hotels and resorts. The hotel was founded in 15 April, 2003 by Juan Trippe. The aim of the business entity is to enhance the number of customer and get good feedback from customers. In this hotel provide preferences to every type of people who like hotel services. The management of hotel target to behavioural and demographic division that supports the sale of targeting. It supports to enhance the brand image of company. 1
Reason to understand the needs, wants and preference of target group To arrange the need of customers and knowing the requirement is essential for business and after that they are taking appropriate actions. As a result customer feel happy and provide good reviews to customer. It develops strong relation with the customer to offer new deals and word of mouth recommendation. The manager of intercontinental hotel record every transaction of customer as well as personal details that helps to develop good image at the market place. Influencing factors: There are discussed different factors that is applied by the hotel in order to influence for customer engagement following as:ï‚·Technologicalfactors:Thiselementisfollowedbythehoteltoapplyadvanced technology in the hotel which is mainly related to hospitality industry. Through these technology provide effective services to customers and impress by their services. As a result customer attract for the hotel and manager enhance the sales of products in shorter period of time(Andajani, 2015).ï‚·Social factors: To change lifestyle, taste, culture and fashion can impact on the customer involvement. Such as, Intercontinental hotel provide food & beverage to customer according to their interest. The management also provide the customise services in food productstheimpactinpositivemannerandenhancetheprofitabilityaswellas productivity. ï‚·Privacy concern: Every hotel take personal details from customers so they wants to keep confidential their information and not to discuss with others. The management of Intercontinental hotel keep information confidential and provide all the services to customer to engage with them for long time. P2 Factors that drive customer engagement of different target customer group Customer engagement is a part of business where communicate with different types of customer and connect between an external stakeholder and a business by different channels of correspondence. An individual who always prefer good accommodation services during to travelling that helps to develop good image of hotel. Such as, various aspects are consisted through management that impact on the target customer involvement. 2
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There are defined different types of factor that influence to customer for hotel services such as:ï‚·Accessibility: The particular factor refers that each organisation can assure about the customers and able to find the admittance of the product and performance of the business. They are providing services to easily track the location of hotel. The intercontinental hotel is famous hotel that provides different types of services to customer as well as online system facility. ï‚·Convenience: It is essential part that include in the customer experience and impact on the customer involvement to take effective decision regarding to hotel services. Such as, Intercontinental hotel offers decision convenience that supports in faster payment and track information of customer easily. A review of customer on boarding strategies To conduct the business activities in hospitality sector require to develop on boarding strategies that can influence for the customer involvement, following as: Trigger Emails: This type of strategy applied by the companies to attract huge people at one time through selling them mails. It is defined as a type of message which is sending by company to increase sales of intercontinental hotel(Brashear-Alejandro, Kang and Groza, 2016). 3
Create an efficient billing system: Mostly person face problem during to billing so company provide different options for billing. Such as Intercontinental hotel provide effective price in order to impress customer and influence to visit again in their hotel. Reward loyal customer: A business organisation should offer reward to their loyal customers who mostly used services from this hotel and provide good reviews that helps to increase rating of hotel at market place. Different types of customer groups, their needs and expectations Teenagers: In this age group consider 12 to 20 who required effective services and expect more from hotel services. These customers are important for hotel so concatenate on needs and requirement of customer as concentrate on the requirement of teenagers and offer products accordingly. Women: Women have more expectations and requirements as per the convenience that is essential for the business entity and follow according to that. In context of Intercontinental hotel provide special services to women which supports to link with them for long period of time. Family: A family visit to those hotel where have good atmosphere. So according to that hotel set services and set different counter for the family group and offer good food quality, 4
proper infrastructure and effective price that supports to connect for longer period of time (Deshwal, 2016). TASK 2 P3 Customer experience map Customer experience map is defined as a tool which is utilised by a business to gather information from customer and ask about services which is provided by hotel to customer. These services based on the organisation structure and measure the reviews as per the customer requirement. Intercontinental hotel offer effective services according to their demand and satisfied them. The manager of use this map as a tool to analysis customer experience. Customer journey map of Intercontinental hotel In the context of Intercontinental hotel people visit for live and eat food so for this they are booking table and customise services etc. Arrival RestaurantWhen a customer arrive in hotel so meet with the receptionist to book the table or call to manager. They will check all the requirementsand according to that provide information of availability of tables. In this hotel provide welcome drinks to customers at reception. Starters and food orderingAt the starting customer order food from menu as per the requirement and if they wants to according to their taste so apply customise services. Intercontinental hotel offer veg and non veg food according to their taste. Special service in dinnerWhen a person book a table so set own menu and according to thatorderdinner.Thehotelprovideeffectiveandunique services them that makes them happy. Bill paymentThe hotel provide various types of services to customer to decrease hazards regarding to payment options. They facilitate debit card, credit card and many others. 5
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Through different services customer interact with hotel staff and measure the customer experience map to get reviews from them(Chen, Raab and Tanford, 2015). P4 Customer touchpoint Customer touchpoint is defined as the brand point which is applied by the business to link with the customer as well as management efficiently. A business can offer different services to impress customers and enhance the sales. The main aim of an organisation to increase the profitability as well as productivity. Such as, Intercontinental hotel provide good services that helps to get various opportunities to enhance the business profitability. There are defined some touch points such as: Intercontinental hotel offer several kind of foods & services that impact on the customer and improve touch point. There are discussed about these touch points such as: Before Purchase Social Media: It is a way to aware of customer about the products and know about services about particular product. To book room or table in the Intercontinental hotel required to use different social sites to collect information and see reviews from the social media of the company and increase productivity. During Purchase Staff and sales team: When a customer arrive in the hotel to eat food and stay in hotel like good staff and sales team that can offer information to customers regarding to products & services. On the basis of information they take decision of purchasing and supports to select good hotel room to develop opportunity of an organization. After Purchase 6
Online help centre: Many time customer have query regarding to products & services which are offered by hotel to guest. So for this hotel set a department where customer interact with department head and keep in touch customers effectively(Jaakkola, Helkkula and Aarikka- Stenroos, 2015). CONCLUSION As per the above report it is concluded that to run any business require to manage experience of customer which supports to set good brand image. Customer touchpoint is defining as the connection point that defined between customer and a brand that supports to develop the business possibilities through good experience. 7
REFERENCES Books and Journal Ali, F., Amin, M. and Cobanoglu, C., 2016. An integrated model of service experience, emotions, satisfaction, and price acceptance: an empirical analysis in the Chinese hospitality industry.Journal of Hospitality Marketing & Management. 25(4). pp.449- 475. Andajani, E., 2015. Understanding customer experience management in retailing.Procedia- Social and Behavioral Sciences. 211. pp.629-633. Brashear-Alejandro, T., Kang, J. and Groza, M. D., 2016. Leveraging loyalty programs to build customer–company identification.Journal of Business Research. 69(3). pp.1190-1198. Chen, S. C., Raab, C. and Tanford, S., 2015. Antecedents of mandatory customer participation in serviceencounters:Anempiricalstudy.Internationaljournalofhospitality management. 46. pp.65-75. Deshwal, P., 2016. Customer experience quality and demographic variables (age, gender, education level, and family income) in retail stores.International Journal of Retail & Distribution Management. 44(9). pp.940-955. Jaakkola, E., Helkkula, A. and Aarikka-Stenroos, L., 2015. Service experience co-creation: conceptualization,implications,and future research directions.Journal of Service Management. 26(2). pp.182-205. 8