Analysis of Customer Experience Management for a Restaurant Business

This report examines customer experience management within the context of a restaurant, specifically focusing on Bar 61 Restaurant. The report explores the application of digital technology in managing customer behavior, emphasizing the use of CRM software. It includes an introduction, discussion of digital technology's role, answers to specific questions about the restaurant and its operations, and a conclusion summarizing the importance of customer relationship management and digital tools. The report highlights how these elements contribute to improved customer service and feedback mechanisms. The report references scholarly articles to support the analysis of customer experience within the hospitality industry. The report is based on the assignment brief, which asks students to demonstrate knowledge of customer service in both business and online contexts.

Managing Customer
Experience
(TASK 3)

Table of Content
 Introduction
 Role of digital technology in managing customer
behaviour
 Questions
 Conclusion
 References

INTRODUCTION
Consumers are the people which purchase goods and
services from organisation in order to avail it for personal
use. They are the people which assist in sales and revenue
of organisation. Restaurant is the place where food is
prepared and served.

Role of digital technology in managing
customer behaviour
Digital technology means
use of different digital
techniques in performing
operations. Use of digital
technology assist in
performing work with
more efficiency and
frequently.

Contd....
With the help of social media, customers of Bar 61
Restaurant give their reviews which helps them to take
corrective actions. This helps Bar 61 Restaurant to compete
in external environment.

Questions:
1. What was the name of the hotel for which presentation is
preparing?
Bar 61 Restaurant
2. Who made presentation for hotel?
Julian Hook
3. which software programme is used for CRM activities?
OPERA

CONCLUSION
With the help of CRM software, there is synchronisation in
business operations, customers demand can be analysed.
This is effective and significant for improving customer
service and taking feedback from customers.

REFERENCES
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.
Lemon, K.N. and Verhoef, P.C., 2016. Understanding
customer experience throughout the customer journey.
Journal of Marketing. 80(6). pp.69-96.

Thank You