Customer Service Strategies and Customer Experience Management Report

This report examines customer service strategies within the context of Cafe Nero, focusing on how the company manages customer experience to enhance satisfaction and build loyalty. The report explores strategies such as touch point analysis, which involves understanding and optimizing interactions between the business and its customers. It also delves into the stages of customer experience strategy, including addressing market needs and experience mapping to identify and resolve customer issues. Furthermore, the report highlights how Cafe Nero utilizes customer feedback and provides training to its staff to improve service quality. The conclusion emphasizes the importance of managing customer experiences to foster customer loyalty and achieve business success, underscoring Cafe Nero's use of various strategies, including digitalization, to enhance customer relationships and drive profitability.

MANAGGENING
CUSTOMER
SERVIVES

Task 4
P6 Customer service strategies in a specific service sector context
Customer experience management strategies:
There are a number of different strategies which can be used by a customer centric
organisation in order to enhance the satisfaction level of consumer. This will help businesses to
make sure that they are sustaining in the competitive environment for a longer period of time.
Making loyal customers is a great way through which business can survive. Cafe Nero is
working on a number of different aspects in order to make sure that they are providing their
consumers with better services and fulfilling all the requirements. Below mentioned are some of
the strategies used by them in order to and hence customer experience:
Touch point analysis:
Touch point analysis is the interaction of organisation with its consumer. There are a
number of areas where organisation is creating a contact with the consumers through their
employs or their brand. It is necessary that a positive image of organisation is built in the mind of
customers. It is helping the organisation with positive word of mouth and also enhancing its
brand value(Hedonists, 2020).The market image of cafe Nero is necessary to be maintained by
the organisation to providing better services and good quality of food and beverages to the
consumers in order to turn them into loyal consumers and also increase their chances of visit in
the café.
The organisation have also successfully worked upon its feedback strategy in order to
make sure that the feedback provided by consumers are taken care of. They are providing
training to their staff to deal with consumers and enhance the feedback provided by the
consumers. This is a major touch point for the organisation helping in development of the
business.
Stages of customer experience strategy:
Various stages are followed by cafe Nero in order to enhance the experience of their
consumers which are as follows:
Addressing market needs: Cafe Nero is successfully addressing all the needs of the market.
They are making sure that they are continuously changing the services provided by them and
making them better. It is required by them to make sure that they are using market research as a

tools which is helping them in understanding the needs and requirements of their consumers.
They are also bringing a lot of innovation in their products and processes so that they can survive
in competitive environment.
Experience mapping: It is necessary for organisation to map the customer experience which is
helping them to understand different stages that a customer is going through (Goodman, 2019)
This also in Notes all the problems that are faced by consumer while going through these stages.
Cafe Nero is then working upon to make sure that they can eliminate all the problems of the
consumer and make sure that consumers are satisfied by the services provided by them.
P7 Ways in which customer service strategies create and develop the customer experience in a
way that meets the needs of the customer and required business standards
Customer experience is the perception of various consumers towards the organisation or
the brand. It is the feeling as well as the thinking that the consumer is generating towards the
cafe. It is necessary for organisation to develop better customer experience so that they can
convey a positive message about the organisation. Enhancing customer experience often refers to
promoting the brand value of the organisation in front of consumers. Cafe Nero is making a
number of strategies which are helping them to enhance the level of satisfaction of the
consumers. The touch points strategy is helping them to enhance their image in the mind of the
consumers and also interact with various consumer a different levels. This is increasing the visit
of consumers in the cafe and also enhancing their satisfaction level. It is often seen that more
crowd is benefiting the organisation as positive word of mouth is also spreading about the
business. The organisation is also providing their consumers with a feedback system. In this they
can successfully mention any feedback they have for the employees or about the food
(Venkatesan, Petersen, and Guissoni, 2018)Cafe Nero is then working on these feedbacks in
order to make sure that they can enhance their services continuously continuously enhancing the
services is successfully helping business to grow and also understand various stages of
customer’s life and different ways in which they can successfully serve all these stages.
Conclusion
The help of the above report it can be concluded that organisations are required to
manage the customer experiences in order to make sure that they are turning them into loyal
consumers. By providing satisfactory products and services to the consumers organisation or also

engaging them for a longer period of time. Cafe Nero is using a number of different strategies in
order to make sure that they are studying all the market trends and making best offers to their
consumers. They are focusing on their target groups and also using digitalization is a technique
to enhance their relationship with consumers. Enhancing relationship with consumer is also
resulting in better experience for consumers and great profits for the cafe.

REFRENCES
Books and Journal
Goodman, J., 2019. Strategic customer service: Managing the customer experience to increase
positive word of mouth, build loyalty, and maximize profits. Amacom.
Venkatesan, R., Petersen, J.A. and Guissoni, L., 2018. Measuring and managing customer
engagement value through the customer journey. In Customer engagement
marketing (pp. 53-74). Palgrave Macmillan, Cham.
Hedonists, I., 2020. Managing Customer Experiences in an Omnichannel World: Melody of
Online and Offline Environments in the Customer Journey. optimization, 213, p.223.