Customer Experience Management - Report on analysis

This report delves into the realm of Customer Experience Management (CEM), exploring how businesses can effectively manage customer interactions to enhance satisfaction and loyalty. The analysis begins by highlighting the importance of understanding customer needs, wants, and preferences, particularly focusing on diverse customer segments such as senior citizens and couples, and how their specific requirements can be met. The report then proceeds to discuss the key factors that influence customer engagement, including pricing, convenience, and the importance of regular follow-up. The conclusion underscores the critical role of these factors in retaining customers and emphasizes the need for companies to strategically incorporate them into their CEM strategies. The report provides valuable insights into how businesses can optimize their customer relationships and achieve sustainable success.

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.
Couple- couple are the major targets group members of the travel company. Such as newly
married couples. They required romantic destination like candlelight dinner ,music facilities
where they stay. So that they feel delighted with each and enjoys more

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.
Goodman, J., 2019. Strategic customer service: Managing the customer experience to
increase positive word of mouth, build loyalty, and maximize profits. Amacom.