Digital Technology and Customer Experience: Hazev Restaurant Report

This report analyzes the role of digital technology and customer service strategies in managing customer experience within the service sector, using Hazev restaurant as a case study. It explores how digital technologies, including customer relationship management (CRM) systems, enhance customer interactions, improve service levels, and reduce costs. The report also examines customer service strategies such as recruiting the right staff, fostering employee satisfaction, and understanding customer loyalty. Furthermore, it highlights the importance of these strategies in creating and developing positive customer experiences, ultimately leading to increased customer engagement and retention. The report emphasizes the advantages of digital technologies in CRM, such as improved communication and customer value, while also acknowledging the challenges related to data security. It concludes by recommending strategies for future improvements, including employee involvement in decision-making and a focus on customer needs, to enhance overall customer service quality and achieve organizational goals.

Managing the customer
experience

Table of Contents
INTRODUCTION...........................................................................................................................1
LO 3.................................................................................................................................................1
P5 How digital technology helps in managing customer experience within the service sector
with the examples of customer relationship management..........................................................1
LO 4.................................................................................................................................................3
P6 Customer service strategies in service sector.........................................................................3
P7 Importance of customer service strategies which create and develop customer experience. 3
CONCLUSION................................................................................................................................4
REFERENCES................................................................................................................................5

INTRODUCTION
Good and positive customer experience refers the brand loyalty and effectiveness of the
products and services which the company provides them. Digital technology is the best way to
improve the customer experience and create loyal customers. Hazev restaurant is known for its
products and services which is provides to its customers. Dockland academy, London is
organising an international food event for its students and staff with the help of its partner
restaurant Hazev. This study will show about the importance of digital technologies which help
Hazev restaurant in satisfying the needs of the student (Goodman, 2019). It shows about some
customer service strategies which the restaurant use for promoting its food products and
afterwards it takes some feedbacks of customers in order to improve its services.
LO 3
P5 How digital technology helps in managing customer experience within the service sector with
the examples of customer relationship management
A digital experience and technology refers as an interaction of customers and the
company which can be possible only by digital technologies. Digital technologies play a vital
role in providing better customer service. With the help of the best technology Hazev restaurant
can improve customer experience and also can improve customers loyalty.
Hazev restaurant is a hospitality sector so for that it is very important to satisfy their
customers with the best services in order to improve and increase their experience and improve
loyalty towards the hotel (Venkatesan, 2017). There are some importance and the way by which
digital technologies help in managing customer experience such as:
Close link with customers: Hazev restaurant achieve a close link with their customers
with the help of the latest technologies. The latest technologies involve computer and online
services which help in collecting and providing information to customers. It provides several
services on the basis of online orders which is beneficial for customers and promotional of event
and the company.
Higher level of service: Technologies enables employer of Hazev hotel and customers to
be more effective in providing and receiving services. Self services technologies makes
consumers enable to serve access related transfer money among various accounts and check
balance etc. the restaurant can access to information about their service offerings, managers and
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employees are able to provide their services to customers well. By providing the higher level of
services, the hotel can fulfil the needs of the customers. By providing the higher level of services
to the staff and students of Dockland academy it can promote their products as well as event.
Cost rationalization: Some companies provide better and effective services to their
customers which makes the customer expectations high. They get the higher quality of services
and products at reasonable cost. With the help of digital technologies, the Hazev restaurant can
reduce the cost of services which it provides to their customers and it also helps them in
customer experience (Hill and Brierley, 2017).
Global reach of service: Digital technologies in service industry provides enormous
scope for reaching out to customers around the globe. Services which are technology based, can
be extended to all the customers whom lives around the globe.
Strengths and weakness of digital technologies in customer relationship management:
There are many advantages of customer management system that include:
Customer value: The main advantages of using digital technology by Hazev restaurant is
it helps the company in identifying about those customers who are more likely to be the higher
value of the company. It also helps in customers experience. For instance, the customers who are
unprofitable for the Hazev restaurant may become a long-term account once they are encouraged
tom purchase more of the same services and products.
Communication: Technologies and customer management system helps the restaurant in
Effective communication and customer satisfaction. Customer relationship management software
support the restaurant to track customers and analyse who are buying services and how often.
There are some disadvantages also of using technologies and customer relation
management system that include:
Security: The main disadvantage of using customer relationship system and digital
technologies are maintaining data. The important personal information of customers are stored
on server in computerized databased that makes the responsibility and liabilities of the restaurant.
Most of the time some customers refuse to share their information which make difficult for the
company to take full advantage of customer relationship system. It becomes costly to protects
personal data. Hazev restaurant requires telling their customers that in which manner their data is
using which increase their time (Koetz, 2019).
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LO 4
P6 Customer service strategies in service sector
Customer service strategies defines and refers the standard of services which the
restaurant provides and offer customers. Customer service strategies play a vital role in order to
build customer satisfaction which also help to the restaurant to retain loyal and potential
customers. There are some strategies for providing better services to the customers such as:
Recruit the right people: In order to provide the better services and increasing the sales,
Hazev restaurant follow and adopt this strategy. In this strategy it focuses on hiring and
recruiting the right candidate. The main aim of this strategy is to hire the right skills employees
who help in understanding the needs and demands of the target customers and according to that it
can use the ways.
Happy staff: The restaurant also focus on maintaining and build the strong connection of
employees within the organisation in order to make them happy and motivated. Happy and
motivated employees better concentrate on their task and ultimately help the company in
achieving the determined goals of the restaurant. By fulfilling all the needs of the employees and
staff members, manager and employer can improve customer and student experience of
Dockland academy and also promote their event by providing the best services (Kumar and
Reinartz, 2016).
Importance of customer loyalty: It is very important for the restaurant to keep the loyal
customers and for that it makes the strategy which focus on understanding the importance of its
customers loyalty and demands. Loyal customer are more interested and more profitable which
help Hazev restaurant to improve their services and products. This strategy help Dockland
academy in promoting its event.
P7 Importance of customer service strategies which create and develop customer experience
There are several strategies that help in developing and creating customer experience in
effective manner that help the restaurant to meet the demands and needs of the customers. It is
very important for the company to provide the better services to all type of customers in order to
maximize the customer engagement with the company.
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Retain customers: The best customer service strategies help the company and restaurant
in keeping loyal customers. It is important because it reduces the company's cost as it does not
have to approach and find the new customers (Lovelock & Patterson, 2015).
Reduce employee turnover: The main reason of employee turnover is the reputation of
the company. Employees want to keep in those companies who appreciate employees
contribution and the value of customers. This help the company as employees bring new ideas
and treat their customers fairly.
Recommendation for the future improvement: There are some disadvantages and
reason by which the restaurant lacks in promoting and attracting their customers. For reducing
these problems it should address some threats and weakness. It should include employees in their
decision-making process related customers. It should give more value and importance to
employees because they are the one who help the company in accomplishing the organisational
goals. For better customer service quality, it focuses on making the best strategies and planning
which can help them in fulfilling all the needs of the customers (Peppers & Rogers, 2016).
CONCLUSION
From the above study it has been concluded that customer service strategies played a vital
role in service sector. With the help of these strategies the restaurant fulfilled all the needs and
demands of the customers and satisfied them. Digital technologies also helped the restaurant in
achieving their determined goals as to promote the event by effective planning and services.
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REFERENCES
Books and journals
Goodman, J. (2019). Strategic customer service: Managing the customer experience to increase
positive word of mouth, build loyalty, and maximize profits. Amacom.
Hill, N., & Brierley, J. (2017). How to measure customer satisfaction. Routledge..
Koetz, C. (2019). Managing the customer experience: a beauty retailer deploys all
tactics. Journal of Business Strategy. 40(1). pp.10-17.
Kumar, V. & Reinartz, W. (2016). Creating enduring customer value. Journal of
Marketing. 80(6). pp.36-68.
Lovelock, C. and Patterson, P. (2015). Services marketing. Pearson Australia.
Peppers, D. & Rogers, M. (2016). Managing customer experience and relationships: A strategic
framework. John Wiley & Sons.
Venkatesan, R. (2017). Executing on a customer engagement strategy.
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