A Report on Customer Experience Management in the Service Sector

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Managing the customer experience
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Table of Contents
Introduction......................................................................................................................................3
LO4 Apply effective customer experience management within a service sector business to
maximise customer engagement......................................................................................................3
Conclusion.......................................................................................................................................5
Reference list...................................................................................................................................6
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Introduction
This report aims to evaluate the customer service strategies used by organisations operating in
the service sector. The study will also suggest recommendations for improving the quality of
customer experience.
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LO4 Apply effective customer experience management within a service sector
business to maximise customer engagement
Evaluation of customer experience management
Organisations operating in the service sector are the ones who directly interact with the
customers hence for them it is indispensable to reach the customer satisfaction pints and thus by
doing this they integrate growth within the organisation. Addressing customer needs are the main
priority of organisations since they are the ones who initiate the demands and the organisation
role is to satisfy their needs. Thus, organisations mainly supply the requirements of the customer.
Organisations' operating in the service sector implements several strategies within their bundle to
address these customer requirements and these strategies primarily designed to enhance the
customer experiences. These strategies developed by considering all the demand side, which
comes from the end of the customers. Some of the customer service strategies utilised by
organisations operating in the service sector are:
Increasing customer engagement: Organisations nowadays have designed several amusements
especially for the customers to engage them in activities within the organisational premises and
some of these activities are theatres, gaming area, swimming pools and many more. All these
kinds of amusements attract the customers to avail services from the organisation and thus
organisational profit increase with the increased volume of customers (Lemon and Verhoef,
2016).
Providing rewards to customers: Reward is something appreciated by everyone and if for being
true reward provided then the loyalty increases day by day. Organisations follow reward system
and this system designed for loyal customers since they are the ones who avail the services from
the organisation in a continuous manner. This reward provided in the form of special discounts,
offers and many more.
Attending customer requirements: Organisations operating in service sector always give priority
to customer requirements for this reason organisation owe particular department for handling the
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needs of the customers and this service enhances the experience of the customers and help to
retain them in the future (Peppers and Rogers, 2016).
Personalisation services to customers: Customer experience as the term inhibits it is all about
personalisation. Thus, organisations provide customised services to its customers since this kind
of step taken by organisations help them to build a strong customer base and increase the volume
of customers.
Recommendations for better customer experience
To increase the involvement of customers, organisations have implemented several strategies to
enhance the experience. However, these strategies alone cannot improve the experience
organisations must implement some innovative approaches in their bundle to address the
customer satisfaction points, and in this way, organisations can add to the growth bundle of the
organisations. Some of the recommendations that organisations may follow to enhance the
experience are:
Organisations can develop customer touching points map beforehand, since this kind of mapping
help to reach the customer experience points rightly. By touching these points, organisations can
generate more customer base and this generation of new customers can help to increase its profit
margins.
The organisation can implement mobile applications specially designed for customers. This
application implementation can help to address all the issues and feedbacks of the customers.
Thus, mobile application usage will help to enhance the experience of the customers.
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Conclusion
The organisations must apply appropriate strategies to boost the customer experience, and this
argument will generate growth within the organisation and aid them in achieving its goals.
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Reference list
Lemon, K.N. and Verhoef, P.C., 2016. Understanding customer experience throughout the
customer journey. Journal of Marketing, 80(6), pp.69-96.
Peppers, D. and Rogers, M., 2016. Managing customer experience and relationships: A strategic
framework. John Wiley & Sons.
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