Comprehensive Analysis of Customer Experience at Heddon Street Kitchen

This report provides a comprehensive analysis of customer experience at Heddon Street Kitchen. It begins by exploring the wants and hopes of diverse market divisions, emphasizing the importance of understanding target customer clusters. The report then delves into various factors that influence buyer engagement, including communication, social media, and amenities. A key element is the customer experience map, which visualizes the customer journey and identifies touchpoints that create business opportunities. The role of digital technology in managing customer experience is also examined. The report highlights the importance of digital platforms, payment flexibility, and employee involvement in enhancing customer satisfaction and driving business success. The report concludes by emphasizing the customer as a priority and the need for effective customer experience delivery.

Recognising and Serving the Individual

Contents
INTRODUCTION...........................................................................................................................3
LO1..................................................................................................................................................3
P1. Wants and hopes of dissimilar market divisions...................................................................3
P2. Several features that drive and influence buyer engagement of diverse target customer
cluster...........................................................................................................................................4
LO2..................................................................................................................................................5
P3. Customer experience map.....................................................................................................5
P4. How touch points create business opportunities...................................................................7
LO3..................................................................................................................................................8
P5. Importance of digital technology in managing customer experience....................................8
LO4..................................................................................................................................................9
Covered in PPT............................................................................................................................9
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................11

INTRODUCTION
Customer experience is one of the most critical aspects that can be taken into important in the
assessment of goods and services. That is because it helps to sustain customer loyalty by offering
constructive and good service that has a significant positive effect on company results. It also
illustrates how the same management must be carried out in an appropriate way (Klimek, 2019).
Heddon Street Kitchen is a well-established London brand which is known for providing its
clients with premium services. It offers numerous facilities, including indoor and outdoor dining,
different food choices, provisions for disabled persons, etc. The accompanying article will
address the different conditions for keeping the referenced to food location in order so that it can
offer the best service to its client. There are a number of determining variables and in this work
each of them is elaborated in detail.
LO1
P1. Wants and hopes of dissimilar market divisions
In the restaurant industry, for which there is tough and tight rivalry, Heddon Street Kitchen is
involved. In order to achieve optimum sales, every company in this sector is in the process of
offering the most productive operation. It is first of all vital that their desires and preferences are
established in order to give the various consumers full value, as it can then be used as a
framework for making business plans (Khan and Idris, 2019). In the same way the organisation
must first target its market in order to decide who wants to be taken into account when creating
the menu and other similar services. Target market is a method of separating the whole
consumers into separate categories with common desires. The value of segmentation is that it
becomes easier to recognise what is trending in this procedure which provides the maximum
potential to draw customers. The need to consider the distinct consumer needs and desires is
further addressed in the following positions:
Help in reaching to right approach of business- There are a variety of ways in which kitchens
can be set out and planned. With the environment, customers are now very specific and prefer
investing on the spot from where they'll get the highest amount of good experiences. Products
can be found to them after their specifications are established, which also adds to the company's
long activity.

Every person has different need- Hotels are enjoyed by various groups of persons, including
business owners, teenagers, communities, etc. Each of them has its own requirements, as
businessmen need a place to provide internet access with Heaven, while families visiting cafes
need such provisions for kids to enjoy their same time. This would help to make all these
services accessible by knowing the specifications in advance and thus supplying the guests with
pleasant experience.
P2. Several features that drive and influence buyer engagement of diverse target customer cluster
Customer interaction is a continual mechanism in which close relations with the customers of the
service are formed with the goal of increasing net revenue. Buyers are presented with the most
suitable commodity that aims to increase the interaction with them, bringing more benefit to the
customer's overall experience (Juss, 2019). By following various approaches, Heddon Street
Kitchen will build strong relationships with users and they will also be faithful to the brand. The
following are methods by which customer experience can be impacted:
Communication and connection - By keeping daily contact with those who frequent the
restaurant via mgs or emails, the connections with the consumers can be improved. They may
wish them on their wedding anniversaries and frequent guests can even send discounts on special
occasions. This establishes a personal relationship between the two parties concerned and
impacts directly on overall sales as well.
Social media - It is one of the most common forums for retaining and establishing ties with
potential customers. The exclusive offers or improvements made are conveyed to the public via
this which serves to keep the market informed. It also encourages contact with clients as they can
address their gravel if any by chat option.
Amenities- As mentioned above the restaurants is visited by customers worldwide and they
develop direct stake because each of them gets the facilities as requested by them and can be a
frequent visitor to Heddon Street Kitchen. For this it is vital for the organization to consider the
needs of each customer as it will establish their relationship with them and thereby further grow
the brand image.

LO2
P3. Customer experience map
Customer modelling is a very essential topic because as a consequence of their visit to Heddon
Street Kitchen, it helps organization to target what kind of experience is acquired by health
professionals (Donovan and Barnes, 2020). Through the use of the visualization, how the product
user encountered at various stages is examined. This is done by gathering information from
social media platforms, opinions on official websites, responses, etc.
Stages Mode of
informatio
n
Evaluation
of options
Reservati
on of
table
Pre- order
services
Post-sale
services and
channels
Customer
engagement
Custom
er act
Visitors
can hear
about the
branded
product
either from
social
networks or
from a
roommate
who has
already
experience
d the
location.
There are a
variety of
different
options open
to the
consumer
and they
compare all
of them and
only pick
one
restaurants
that has the
most
suitable
facilities.
Prior
reservatio
ns are
made by
web
platforms
in order to
discourage
the
unavailabi
lity of able
travellers.
Obtaining the
menu and
offering to help
the client, after
realising the
inclinations, to
choose the best
nutrition for
them.
And have the
bill and food
and
beverages.
It is achieved by
selecting the
consumer's input
on document or
online.
Touch
points
Social
sites,
Internet
Online
Images from
the vicinity
Conversati
on by
telephone
with the
Waiting staff
assigned to each
table will direct
customer
Staff at cafes Diary input either
through text
messaging.

Party
leaders or
events at
chance
restaurant
owner or
tickets
from
social
media
preference or
self-choice.
Improve
ment
options
Trying to
improve
the
company's
facilities
and
keeping
good taste
in the items
will help to
make the
company
more
popular.
Heddon
Street
Kitchen can
run on the
online
marketing
but it can
become
famous by
growing the
popularity
of websites.
The online
reservatio
n sites
must be
kept
working
so that the
company
would not
lose a
booking.
Total awareness
of food
consumed by
the company
should be given
to staff so that
they really do
not feel empty if
any consumer
wants assistance
in making the
purchase.
Proper
scheduling
must be
achieved in a
manner that
reduces the
billing time.
The client is
influenced by
letting
customers
wait for a
long time to
get the bill
The input form
must be made safe
and must include
formative
assessments that
can assist in
making
organisational
progress.

P4. How touch points create business opportunities
There is a variety of meanings for the term contact points on a larger scope. It is contact with the
client on mutual premises, not actually, but on all the other words. Such points have the potential
to affect the user's view with the service and thus change the brand perception and thereby
influence revenues as well. The multiple clickable buttons in the sense of Heddon Street Kitchen
are the following:
Discovery - This covers the various aspects in which the client gets to hear about the brand
name. There are a variety of choices for service consumers, such as word of mouth, blogs, social
media pages, etc. It is also essential that it is not challenging for them to browse for a product on
the net and also that the official website should also be built so that it can draw buyers (Kusens,

Cerner Innovation Inc, 2019). To do so, the marketing team of Heddon Street Kitchen must learn
to keep the web page current and appealing, since this is a major source of sales development. It
may also impact people from far away from visiting locations.
The face of your restaurant - It is the visual process of a person walking by the cafe or entering
the location immediately. The opportunity to catch the eye of the individual crosses the same
must be appealing and distinct. That is because consumers offer equal weight to the environment
of food based on latest trends. One big reason behind selecting the location with nice attraction is
also to take images. Consequently, along with decent parking area and a convenient seating
room, the preferred organisation must have transparency.
The menu - It is among the most popular touch points, and all chefs have to understand major or
small climate (Seet, 2019). People do not enjoy very detailed menus and they have trouble
making decisions. The menu must be displayed simply and must be clean, since it is a means by
which chefs engage with their guests. The pricing is once again a big factor affecting getting the
tourist back and thus, after evaluating all the variables, price fixing must be achieved.
Service and support team - This involves those that engage with the user in private or via social
media. They engage with this team in the event of any question by the guest and expect pleasure
in return. In the case of the chosen company, the qualified workers should be retained such that
any issue encountered by consumers is addressed on time and therefore a positive market
reputation is generated and increased profits are enhanced by using successful strategies of
employee involvement.
LO3
P5. Importance of digital technology in managing customer experience
The developments in the use of digital media have improved to a great degree in the modern
environment where everybody comparisons with the aid of digital knowledge accessible about
all products on the net until taking all of their purchase decisions. To grasp the value of emerging
technologies in customer relationship management, address the following issues:
Improve the reach of the business - There is a very small space for developing contact without
the internet (Akasaka and Iizuka, Canon Inc, 2019). This is because funds are scarce and
therefore cannot be dispersed anywhere. However if the hotel's marketing is achieved by brief

conversations, the very limited area will be shielded and customer contact on the size will not be
feasible.
Flexibility of payment - Everyone is found to be saving money via online format and consumers
choose it over bringing cash with them. This is enabled by emerging technologies by providing a
variety of products, such as credit cards, debit cards, internet payments and other revenues are
expected.
The illustration above explains how modern tech supports the retail sector in numerous ways and
contributes to employee participation.
LO4
Covered in PPT
CONCLUSION
It can be outlined from the above article that the consumer is an expensive priority of the
business and it is better to diagnose it in the most suitable way. It is essential that customer
experience delivery is achieved in order to maintain him/her comfortable and pleased. Different

standpoints such as internet sites, menus, etc have been identified to do that which has a
wonderful part in affecting the buyer to attend and knowledge the product.

REFERENCES
Books and Journals
Klimek, R., 2019. Towards Recognising Individual Behaviours from Pervasive Mobile Datasets
in Urban Spaces. Sustainability, 11(6), p.1563.
Khan, M.L. and Idris, I.K., 2019. Recognise misinformation and verify before sharing: a
reasoned action and information literacy perspective. Behaviour & Information
Technology, 38(12), pp.1194-1212.
Juss, S., 2019. Recognising Transnational Refugee Law.
Donovan, C. and Barnes, R., 2020. Barriers to Recognising Domestic Violence and Abuse:
Power, Resistance and the Re-storying of ‘Mutual Abuse’. In Queering Narratives of
Domestic Violence and Abuse (pp. 97-124). Palgrave Pivot, Cham.
Kusens, N., Cerner Innovation Inc, 2019. Method and system for determining whether an
individual takes appropriate measures to prevent the spread of healthcare-associated
infections along with centralized monitoring. U.S. Patent 10,382,724.
Akasaka, T. and Iizuka, Y., Canon Inc, 2019. Information processing apparatus to display an
individual input region for individual findings and a group input region for group
findings. U.S. Patent 10,417,792.
Seet, A.Z., 2019. Serving the White nation: Bringing internalised racism within a sociological
understanding. Journal of Sociology, p.1440783319882087.