Customer Experience: Digital Technology and Service Strategies Report

This report analyzes customer experience management within the service sector, focusing on Docklands Academy London. It explores the application of digital technologies like cellular phones, computers, and CRM systems to enhance customer interactions. The report examines strategies such as staying in touch, prioritizing good service, empowering employees, and understanding customer needs. It concludes that digital technologies and effective customer service strategies are crucial for creating positive customer experiences, improving customer satisfaction, and fostering customer loyalty. The report also references various books and journals to support its arguments.

Managing Customers
Experience

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 3............................................................................................................................................1
P5.Digital technology is employed in managing the customer experience............................1
TASK 4............................................................................................................................................2
P6.Illustration of customer service strategies within service sectors.....................................2
P7.Customer service strategies create and develop customer experience..............................3
CONCLUSION................................................................................................................................4
REFERENCES................................................................................................................................5

INTRODUCTION
Customer experience is a interaction among customers and company throughout their
business relationship. Managing customer relationship is the gathering of company's method that
are utilise to organise, track and oversee overall interaction among firm and consumers during
the life cycle of customers. For this report the chosen company is Docklands Academy London
which is situated in U.K. It is a leading academy delivering the international food events to staff
and students with their partner restaurant Hazev. The purpose of this report is to examine digital
technology is employed to manage the customer experience within services sector. Illustrate
strategies of customer service and these create and develop the customer experience to meet
customer needs (Balaji, 2014).
TASK 3
P5.Digital technology is employed in managing the customer experience.
For every industry it is important to manage the customer experience and also their
feedbacks are valuable for them. In service sectors, these are considered to be most essential
because this help them to improve the customer satisfaction and loyalty. Now a days digital
technology is growing in each sectors. Digital technology is the utilisation of applications to
resolve issues. Digital customer experience is refers to the interactions among firm and
customers digitally which create a impression on consumers. It basically focus on the services of
front- end and process of back office improvement which indirectly benefits customers.
Docklands Academy London use digital technology such as communication satellites, cellular
mobile phones, social media, computers and so on to manage customer experience. Some
approach is consider by chosen company to managing the experience of customers digitally
which are based on:
Atomistic life cycle of customer:
Customer life cycle is a term which is applied to explain the customer progression steps
that goes with purchasing, maintaining, using and considering product and service loyalty.
Companies give equivalent care in a manner that non- digital and digital experience complement
one another and optimising both. This approach help Docklands Academy London to treats
digital customer experience as a portion of whole consumer experience strategy (Homburg,
Jozić and Kuehnl, 2017).
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Few digital technology are used by Docklands Academy London in managing customer
experience:
Cellular phones:
It is a kind of telecommunication where subscriber have a wireless connection with
mobile phones. This technology help Docklands Academy London to increase employees
productivity and efficiency. Then flexibility and quality services are provide to their customers
and facilitates wireless payment. So, that customers walk away with good experiences.
Computers:
It is a method to accomplish task which includes hardware and software and also their
system. This allow Docklands Academy London to done the work faster, maintain schedules,
documents and files that are related to customers as well as company. So, all these help them to
satisfy customers as their needs and choice are known by them earlier. With the use of computes
consumers can give them ratings to show their experiences (Khodakarami and Chan, 2014).
Customer relationship management:
It is a action to manage whole firms interaction and relationships with their clients. For
example: Docklands Academy London offer various services to their customers and clients.
Customer relationship management help them to provide effectual services to customers for
increasing clients relationship. So, CRM in digital technology can advance their businesses as
most of their clients use mobile phones computer and so on. This allow them to facilitate online
payments, handle the clients on phones and computers. Also identify consumers loyalty and
attract more customers.
TASK 4
P6.Illustration of customer service strategies within service sectors.
Strategy is a standards of services and care which company provides to customers and
sets the necessitate to reach their standards. Strategies of consumer services plays a vital role for
to develop customer satisfaction and assists in retaining clients loyalty. It is crucial for each
company to make their consumers feel good and happy which allow them to come again. So,
some strategies are used in Docklands Academy London to enhance customer engagement are
mentioned below:
Stay in touch:
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Lets consumers know about the Docklands Academy London by arriving out. By using
Digital technology company do phones calls, emails, messages to customers for acknowledging
them about the services. Motivate clients to sign up their sites and make sure permissions are
given before adding them. Also send them thank notes after availing services and request them to
give feedbacks. Let them know about their problems are resolved and requirements are fulfilled
(Klaus, 2014).
Create good services as a priority:
Good customer services needs training which regularly strengthen the message “ Clients
as a priority”. So, Docklands Academy London initiates with a small things like standard manner
of greeting consumers in phone calls and online in order to give excellent services. Also sure
their employees greet everyone who visit the place.
Empower the employees:
For Docklands Academy London customers some employees is the face of their
company. When their workers has the power to please clients so, that staff members make whole
firm shine. Therefore, rather than aiming on productivity and speed company provide
permission to front-line workers to entertain clients as much as required so that consumers feel
valuable.
Know about clients:
All like special attentions and treatments. Once Docklands Academy London established
good records and some valuable history in minds of clients so, they identify the regular
consumers. After that special discounts can be offered to that customers. There are many ways to
reward clients loyalty. Also facilitate excellent experience and proper satisfaction so clients
come back again (Ordenes and et. al., 2014).
All the above mentioned strategies help service sectors to provide effective services so,
that customers walk away with excellent experiences.
P7.Customer service strategies create and develop customer experience.
Company help workers to understand the essentials of customer experiences and
consumers services strategy can assist them to develop culture of services. Docklands Academy
London should integrate customer services in their objectives to create and develop consumer
experience. Those strategies are also integrated in workers objectives to assure that they meet the
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requirements of clients. The strategies mentioned above also create and develop customer
experience in order to meet their needs are:
Stay in touch:
Docklands Academy London are generally try to stay in touch with their customers by
emails, phone calls and messages. Allow them to sign in anytime, live customer support are
available while using their sites so that client queries can be answered and consumers feel
satisfied. This help them make and improve customers experience and their needs are fulfilled as
per required standards (Syaqirah and Faizurrahman, 2014).
Create good services as a priority:
Docklands Academy London takes customers as priority so that they provide excellent
services to their clients like greet them politely and so on to feel them happy. Therefore, it
develop good experience in mind of customers as they are satisfied.
Empower the employees:
If Docklands Academy London empower their workers so they give more attention
towards their clients. Employees make decisions whom to entertain more and good judgement.
This help chosen company to improve experiences of clients as they are satisfied.
Know about clients:
Docklands Academy London should know about their customers as per that only
company can identify their requirements and needs. So, it is easy for workers to attend them in
that way to fulfil their needs and satisfy them. This help them to create and develop a better
experience in mind of their clients (Torres, Fu and Lehto, 2014).
Customer services strategies develop consumers experience and also help to fulfil their
needs and satisfy them.
CONCLUSION
From this report it is concluded that digital technologies make the services easier and
faster. With the help customer relationship management improve relations among company and
customers. Strategies of customer services are useful to provide good experience. These
strategies helpful for creating and developing customer experience so that they meet needs of
customers.
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REFERENCES
Books and Journals
Balaji, M. S., 2014. Managing customer citizenship behavior: A relationship perspective.
Journal of strategic marketing. 22(3). pp.222-239.
Homburg, C., Jozić, D. and Kuehnl, C., 2017. Customer experience management: toward
implementing an evolving marketing concept. Journal of the Academy of Marketing
Science. 45(3). pp.377-401.
Khodakarami, F. and Chan, Y. E., 2014. Exploring the role of customer relationship
management (CRM) systems in customer knowledge creation. Information &
Management. 51(1). pp.27-42.
Klaus, P., 2014. Measuring customer experience: How to develop and execute the most
profitable customer experience strategies. Springer.
Ordenes, F. V. And et. al., 2014. Analyzing customer experience feedback using text mining: A
linguistics-based approach. Journal of Service Research. 17(3). pp.278-295.
Syaqirah, Z. N. and Faizurrahman, Z. P., 2014. Managing customer retention of hotel industry in
Malaysia. Procedia-Social and Behavioral Sciences. 130, pp.379-389.
Torres, E. N., Fu, X. and Lehto, X., 2014. Examining key drivers of customer delight in a hotel
experience: A cross-cultural perspective. International Journal of Hospitality
Management. 36. pp.255-262.
Tynan, C., McKechnie, S. and Hartley, S., 2014. Interpreting value in the customer service
experience using customer-dominant logic. Journal of Marketing Management. 30(9-
10), pp.1058-1081.
Online
Customer service strategies.2018.[Online]. Available
Through:<https://www.allbusiness.com/slideshow/six-customer-service-strategies-that-win-
16681016-1.html>
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