Customer Experience Management Report: Strategies and Analysis

This report delves into customer experience management, focusing on strategies for enhancing customer service within the service sector, specifically using Kennington Lane Cafe as a case study. The report examines various customer service strategies, including staff training, customer loyalty programs, and addressing customer needs. It analyzes how these strategies contribute to developing a positive customer experience, emphasizing the importance of understanding customer feedback, efficient staffing, and website design. The report highlights the cafe's focus on special dietary options, like vegan and gluten-free choices, and how this aligns with customer expectations. The conclusion emphasizes the essential role of customer experience in achieving long-term business sustainability and value creation within the company.

Customer experience
management.

Table of Contents
1 INTRODUCTION .......................................................................................................................1
MAIN BODY..................................................................................................................................1
TASK 4...........................................................................................................................................1
P6 Customer service strategy and their role in service sector.....................................................1
P7) customer service strategies create and develop the customer experience ...........................2
CONCLUSION ..........................................................................................................................4
REFERENCES...............................................................................................................................5

1INTRODUCTION
The primary objective of the practices involved in customer experience management is to
retain its customers by giving them a sense of belonging. These activities involves providing the
customer an easy means to communicate with the company for the times when the customer
faces an issue (Kumar, Steward and Morgan, 2018). The report below is based on Kennington
Lane Cafe that has offered special diet such as Vegan options, Gluten free option and Vegatarian
friendly dishes as well. This report below provide adequate strategy that is used by the business
in relation to customer service along with development of customers experience.
MAIN BODY
TASK 4
P6 Customer service strategy and their role in service sector
The term customer service strategy refers to a thorough plan which is used for tackle
customer communication or interaction. This also provide constant customer experience to an
user throughout process of purchase products from market(Hoyer, Kroschke, Schmitt, , Kraume,
K. and Shankar, 2020). Kennington Lane Cafe is focused towards implement of appropriate
strategies to enhance number of customers within organisation. There are various types of
customer services strategies exists within business and this is used to perform all operations and
functions in an organised manner. Some of the appropriate customer strategy that is important to
increase customer services are mention as follow:
 Recruit and train right individual- Person with right attitude perform an important role
to deliver a successful consumer service approach. Planned training programme is
formulated by respective organisation and the main focus of this is to identify understand
and analyse both job and individual skills. So this results management identify loopholes
that generate problems for employee's to perform their work in an organised manner. It
also results planned training aids management to reduce cost by organising activity that is
required or sufficient for improving skills of workforce.
 Recognising importance of customer loyalty- The cost to retain customer’s is cheaper
and fast as compare to acquire new ones. Loyal customer are the persons who improve
organisation goodwill within market(Kandampully, Zhang, T.C. and Jaakkola, 2018).
Moreover, service sector relates with intangible process so it is important for
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management to increase value by demonstrating interest to help for improving company
products. Customer relationship also enhance customer loyalty so Kennington Lane Cafe
is focused to develop and manage appropriate relation with it's customers by offering
unique value among products to it's customers.
 To listen customer and staff needs- With regular listen and analyse of customer issue
management is centred towards identification of methods that minimise challenges
related with constant problems of business(Koetz, 2019). This refers problems are
identified by listen of customer feedback and through develop an appropriate system it is
easy for organisation to minimise company problems. Moreover, customer satisfaction
strategy is used for performing all task with decided areas that minimise company
problems and improve customer services.
 Look constant process- Organisation perform their work with internal methods and this
is used to improve overall process(Kumar, Steward, M.D. and Morgan, F.N., 2018). By
formulation of company steps this is easy for management to gain benefits through
monitoring company process on regular terms. Along with this Kennington Lane Cafe
develop systems that is used to identify constant systems for improve company process.
P7) customer service strategies create and develop the customer experience
Customer experience is not only helpful in letting the customer feel their value to the
brand but also it is necessary for the improvisation and adaptability of the brand(Kuppelwieser,
V.G. and Klaus, 2021). Although there are many managers and staff working for delivering best
possibles services and quality product but it is the customer that ultimately gets to experience it
and has the final say. For this purpose the company must always ensure to take register the
feedback, reviews, suggestion, tips whatever that works in order to always understand the
perspective of the customer which will ultimately be helpful for making appropriate changes that
will provide satisfaction to customers. In case of Kennington Lane Cafe the management of
customer experience helped the brand in fulfilling the need of customers in following ways,
Analyse mission, vision and process- By registering all the interaction between the
brand and customer and carefully analysing it all, upon reaching the conclusion the company
now exactly how to fulfil the needs and delivering the quality and product desired by the
customers.
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Select efficient staff: With all the required information and detailed interest of the
customers, in order to deliver the services staff of the company be it back office or front office
can be chosen respectively and according to the need, with a clear vision of their job.
Design best websites: Many a times the website development isn't up to the mark
because of the focus being concentrated on the operational tasks. As the website serves customer
experience management the best and covers a lot of objectives like directly contacting the
customer services, reviews and feedbacks etc., with tall this gathering of data available through
websites. The company can make suitable changes and adapt to the needs of customers.
It has been observed from the customer experience that most of the potential customers
have maintained sustained focus towards Vegan options, Gluten free option and Vegatarian
friendly dishes. For this restaurant make adequate focus about to make changes as per to fulfil
basic detailed in favourable manner. In this Kennington Lane Café observed that market trends
and its basis and make suitable changes as with that aid to attain long term sustainability with
adequateness.
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CONCLUSION
It has been concluded from the above report that customer experience is always being an
essential aspect for the business to get considered as with this working efficiency and its
effectiveness to attain long term sustainability is attained with adequateness. In the last, customer
service strategies is formulated for increasing better value in company services.
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REFERENCES
Books and Journals
Hoyer, W.D., Kroschke, M., Schmitt, B., Kraume, K. and Shankar, V., 2020. Transforming the
customer experience through new technologies. Journal of Interactive Marketing . 51 .
pp.57-71.
Kandampully, J., Zhang, T.C. and Jaakkola, E., 2018. Customer experience management in
hospitality. International Journal of Contemporary Hospitality Management.
Kumar, A., Steward, M.D. and Morgan, F.N., 2018. Delivering a superior customer experience
in solutions delivery processes: Seven factors for success. Business Horizons. 61(5).
pp.775-782.
Kuppelwieser, V.G. and Klaus, P., 2021. Measuring customer experience quality: the EXQ scale
revisited. Journal of Business Research . 126 . pp.624-633.
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