Customer Experience Management - Report - Coursework

This report delves into the core aspects of customer experience management, examining its impact on customer engagement and retention. It starts by outlining the importance of understanding customer needs, wants, and preferences, particularly focusing on the senior citizen demographic and the specific considerations for this group. The report then explores the application of Maslow's hierarchy of needs in a business context, highlighting how companies can cater to different levels of customer needs. Furthermore, it analyzes various factors influencing customer engagement, such as pricing and follow-up strategies. The conclusion emphasizes the significance of these factors in retaining customers. The report is based on a framework that guides business on how to improve the relationship with the customer. The references section provides a list of resources used in the study.

Managing customer experience

TOC
 Introduction
 Importance and understanding of needs, wants
and preference of target customer
 different factors that influence customer
engagement
 Conclusion
 References

Introduction
 Customer experience management is a process of the
collection of data which a company uses to track and
overview as well as organise each and every interaction
between a customer and the company to meet the
requirements of the customers expectations
 It highlights different factors that influence customer
engagement

Importance and understanding of needs, wants and
preference of target customer
Senior citizen- They are the more experiences travellers. Healthy
becomes the major factor for during the travelling the old people.
The change in the environment affect them the most. They need
fewer calories' food also oil free and healthy food that can easily be
digested by them. Thomas cook also provide food which is easily
digested.

Maslow Need
 Each person has different need and hotel
has to understand self actualization need in
which firm can encourage their creativity
 Esteem, Love, safety and physiological
needs must be fulfilled.

Different factors that influence customer engagement
 Price
 Convenience
 regular flow up

Conclusion
 From the above study it can be concluded
that price and regular flow up are major
factor which impact on engagement of
customers.
 Company has to consider these elements in
order to retain consumers for longer
duration

References
Peppers, D. and Rogers, M., 2016. Managing customer experience and
relationships: A strategic framework. John Wiley & Sons.