Analysis of Customer Experience Strategies: Gokyuzu Restaurant

This report examines customer experience within the service sector, using Gokyuzu Restaurant as a case study. It begins by emphasizing the importance of understanding customer needs, wants, and preferences, highlighting how this knowledge impacts sales, market share, and customer loyalty. The report then explores factors influencing customer engagement, such as cost, food quality, and infrastructure. A customer experience map is presented, outlining the customer journey from website visits to feedback collection. The role of customer touchpoints in creating business opportunities is analyzed, along with the impact of digital technology in managing customer experience, including the implementation of CRM systems. Finally, the report discusses customer service strategies and their role in shaping and developing customer experiences to meet both customer needs and business standards. The report underscores how Gokyuzu Restaurant can enhance customer satisfaction and build customer loyalty.

MCE

Table of Contents
INTRODUCTION................................................................................................................................3
LO 1......................................................................................................................................................3
P1 Value and importance of understanding needs wants and preftrence of target groups in a
service sector industry......................................................................................................................3
P2 Factors which drive and influence customer engagement of different target groups in a service
sector organisation. .........................................................................................................................4
P3 Customer experience map for Gokyuzu Restaurant..................................................................4
P4 Customer touchpoints from gaining customer experience by creating business opportunities .5
P5 Digital technology help in managing customer experience ......................................................6
P6 Illustrate customer service strategies in a specific service sector context..................................7
P7 Demonstrate how customer service strategies create and develop the customer experience in a
way that meets the needs of the customer and required business standards....................................8
CONCLUSION ...................................................................................................................................9
REFERENCES...................................................................................................................................10

INTRODUCTION
Consumer decision-making is the process that is carried out by the consumer in order to get
the knowledge of what are their needs. This decision making involves gathering of informations and
evaluating the alternate options & then finally making the decision to buy the product or service.
This process is generally assumed to be complex as it involves everything, from recognizing the
need to post purchasing activity. The basic problem of the process of decision making by consumer
is realized by the renders. Thus, this motivates the marketers to make their service or product
different from the other competitors at the market.
LO 1
P1 Value and importance of understanding needs wants and preftrence of target groups in a service
sector industry.
It is very important for a Gokyuzu Restaurants to understand the needs and wants of the
customers. As according to the needs and preference of consumers organisation can offers the
products and services. What types of foods are being demanded more and any change in the taste
and preference of customers. When products and services offered by Gokyuzu Restaurants are not
according to the needs of consumers they will not buy that and it affects on the sales of restaurants.
So that why is is important for Gokyuzu Restaurants so that they can offer different variety of
foods which are being more demanded by the customers. By understanding the needs and offering
them required foods can help in increasing productivity and market share of rganisation.
Recognising needs and giving customers best satisfaction assist in improving the sales of the
Gokyuzu Restaurants. According to the requirements of people ie, they prefer quality food or price
in important factor, on the basis of that prices are set by restaurant. Because there are different types
of people and all have different needs. Some are ready to pay high prices for high quality food
products.
Understanding the preference of consumers is important as it helps in facing competition in
the market. As restaurant provides food products and services acceding to the preference of
consumer it will satisfy the desires of customers. When the customers are satisfied by the services
of organisation they will bring more customers to restaurant and hence helps in increasing overall
productivity of the Gokyuzu Restaurants.
Valuing the needs and preference of buyers have another advantage that it helps in maintain
loyal customers towards Gokyuzu Restaurants. As when buyers are satisfied and happy with the
services offered by the firm, they will be loyal towards Gokyuzu Restaurants and hence, assist in
maintaining brand loyalty among customers. Trust towards organisation is build which helps in
retaining customers and helps in facing competition in the market. Once trust is build and buyers

are satisfied with the service of restaurant they will never go to its competitors. As price is not
everything trust matters a lot, valuing the requirements of customers build loyalty of consumers.
P2 Factors which drive and influence customer engagement of different target groups in a service
sector organisation.
The factors by which customers are influenced to come in restraint are as follows-
Cost: Cost is the major factor which influence the customers to come in the restaurant. Cost attracts
the consumers towards the organisation. This pricing strategy majorly inmfluence youngsters as for
thenm prices matter a lot. Low prices food products and various attractive offers are given by the
Gokyuzu Restaurants so that it xcan attract people of young generation. As high prices charged may
not attract the targeted customers of young age because for them price is the factor which attracts
them towards restaurant. Some people are driven only by oprice and when high prices are been
charged to them for the products and services they will no longer come again.
Food quality: Customers are influenced according to their needs and preference. Food quality is
important for people iof every age but it majority impact customers of old age. They go to that
restaurant only where quality food is provided to customer’s. Their priority is quality and not the
prices, though prices matters a lot but when high quality foods are provided to them they are ready
to pay high prices for that. So by quality of food the people of old age attracted towards Gokyuzu
Restaurant.
Infrastructure facility: This is one of the factor which attracts customer towards Gokyuzu
Restaurant. Customers of all age are mainly attracted by the infrastructure facilities, best facilities
are provided by Gokyuzu Restaurants so that customers are satisfied. Facilities like separate area
for couples and candle light dinner facilities and other facility like roof top are provided by the
organisation. Free internet is provided to consumers. Separate area is provided for people so that
they can do their private work such as business meetings. All arrangements are provided by
restaurant so that consumers who want to have any meeting they can have there.
Good table facility is provided with more lighting and decoration. Other facilities like wash room
and swimming pools are provided so that, people who need can make use of that.
P3 Customer experience map for Gokyuzu Restaurant.
There are various steps through which customers full fill their journey. This step begins
from that first visit the website of restaurant, all the details reading food products and location of the
organisation is mentioned on website ie, what food products are being offered by Gokyuzu
Restaurants, prices of each product. If there is any offers or discount in the Gokyuzu Restaurant it
is published on the website. The customer first visit that and if they find any interesting food
products they will search for and make mind to consume that. After this step consumer visit the
restaurant and see the menu and the one food which he has seen on the website, customer will order

that. And after that it is the choice of consumers that they want to consume food at premises or want
take away. According to preference buyers makes decision. Best services are provided to the
customers. As when customers are satisfied a sense of loyalty build among them. Satisfying buyers
with the best services offered to them made them loyal customers. Customer visit the restaurant and
consumes the food and when they are satisfied by the quality of foods and services offered customer
trust is build towards Gokyuzu Restaurant. After all this step when consumer leaves the
organisation feedback is taken from them ie, if they are satisfied by the services offered to them or
not any recommendations they want to make regarding taste of food or staff behaviour. All these
things are ask to be filled in the feedback form or in some organisation they are manually asked by
the staff and being filled by themselves only. Reviews are some times taken by the websites also
customer visit the website and share their reviews, though not all customers share their views but
still this step plays an important role. This is the major step as it assist the Gokyuzu Restaurant in
making any change or improving the quality of food. Feedback can be not only related to food but
other services also like customers are satisfied by the infrastructure facilities or not.
P4 Customer touchpoints from gaining customer experience by creating business opportunities
Customer touchpoints refers to the term that define point at which consumer get contacted
through product that is introduced by marketer. Touchpoint involve contact of consumer through
brand in a certain period of time. Gokyuzu restaurant for gaining customer inexpedience use
touchpoints as introducing different marketing strategies that help in evaluating various perspective
for the future (Dimitrius and Guesalaga, 2017). For the purpose of improving relation with
customers touchpoints enhanced that create business opportunities. As Gokyuzu restaurant offering
variety of services to its customers that help in building effective relation with them in the future.
Consumer remain touched with marketer then it helps both of them in gaining experience of market
trend. For remaining touch with consumers it asks for feedback that help in getting information
regarding consumer taste and preference.
For getting touched with consumer Gokyuzu restaurant use different applications such as
email, billboards etc. that help in connecting with them for longer term. For improving interaction
with consumers it is important for getting involved with them so that they help in providing greater
market experience and opportunities (Soltani and Navimipour, 2016). Customer experience map is
taking into consideration for involving them more with business that help in increasing sales as well
as profitability. There are four elements that included in touchpoints such as:
Appropriate :- This emphasize in providing effective involvement of consumer with the marketer
so that it help in meeting needs and wants of them.
Relevant:- For meeting consumer needs specific function will be used that help in evaluating
requirements of consumers in Gokyuzu restaurant.

Meaningful:- Interaction that held between customer and marketer must be effective and having
some sense that help fulfilling needs of consumers
Endearing:- Here, bond will be maintained between consumer and marketer that help in creating
desirable experience between them and bringing more opportunities.
These touchpoints help in enhancing business as by satisfying needs and wants of consumer
that create a positive impact on them and it brings opportunities for Gokyuzu restaurant in
enhancing business operations in the future (Zach and Krizaj, 2017). These are developed as
consumer get touched with particulate brand and taking its product and services that provide better
consumer experience. For the purpose of evaluating experience customer mapping can also be done
as specific framework will be followed for enhancing business for the future.
P5 Digital technology help in managing customer experience
Customer experience can be improved through digital transformation into Gokyuzu
restaurant as by using mobile devices that help in managing all the work. Consumer can easily
access to these mobile applications that help in satisfying their needs and wants in the market. By
interacting through social media also help in developing effective relation with consumers for the
future course of action (Manser Payne and et. al., 2017). Nowadays, queries of customers will be
solved through digital technology that help in bringing greater customer base for the company. For
example: customer relationship management system will be used in Gokyuzu restaurant for
enhancing business operations. This system help in providing better relationship with clients as
communication become easy through digital technology. Through it efficiency between clients
improved as this enable in providing customer internation in effective manner.
As by using this system into Gokyuzu restaurant staff satisfaction also empowered as it
provides updated information to them. This help in building effective relationship with consumers.
It also helps in increasing sales, productivity by providing additional facilities to their clients that
increases their satisfaction level towards the company. Implementing this system is costly but after
that it provide desired results that help in making operations of the company more efficient (Liu,
TPK Touch Solutions (Xiamen) Inc, 2015). Clients also take interest in engaging with Gokyuzu for
the purpose of taking services from it as it enhance more opportunities as well as success for the
future. In Gokyuzu CRM system implemented for bringing accuracy in providing services to
customers. Through this it also provides better services to consumers for enhancing business
operations and evaluating different perspective in the company. New customers attracted as
company is providing effective services that help in driving various forces that create changes in
business operations. CRM system help in increasing revenues of the organization as more and more
consumers attracted towards it. This also enhancing cross and up selling of product and services
into the marketplace. This system improve efficiency as well as gaining competitive advantage in

the market. For the purpose of providing experience to consumer this can be enhanced its operations
into business. Consumer experience different changes and effectiveness after implementation of this
software into business. Henceforth, it enables in evaluating changes that enhance business
operations. Therefore, digital technology help in transforming business operations as well as
increasing better customer experience with the company.
P6 Illustrate customer service strategies in a specific service sector context
Customer service strategies include customer's needs and wants. It is very essential to
establish a healthy relation between customer and the service provider. The customer service
strategies mainly focuses on providing the customer, the best possible service in the most
effective manner. In order to provide the best customer experience, the service team needs to
present on the point , before & after the customer makes a purchase of any service or product.
To provide the best customer service, the management of Gokyuzu uses following strategies:
Excellent knowledge of products given to all employees
it is very essential that in the Gokyuzu restaurants that all the employee or the staff working
there must have the complete knowledge of food and services they are providing. The waiters
and the chefs must undergo regular trainings. There should be proper resources to educate the
members of the team in details of all the services they are providing.
Train employees in empathy
interaction with customers is mostly through factual and emotional expressions . Thus the staff
at the Gokyuzu restaurant must be given trainings so that they could share happy customer
enthusiasms or could reduces a customer’s frustration. It is quite obvious that the customer
wont remember what the waiter said but they will definitely remember how the waiter made
customer feel.
resolving customer issue at their first point of contact
resolving the customer issue at the very first point of contact is the one of the most essential
customers service strategy (Medway and Warnaby, 2017). In the restaurant business when a guest
asks any question to the staff of the restaurant, than the staff must be trained enough to answer
each question arise by the guest or the customer, thus, solving the issue instantly gives a good
impact on the customer’s behaviour.
delivering on promises
delivering on time or delivering on promises intends to reinforce customer's trust in business. In
gokyuzu restaurant the organisational managers regularly monitors that the customer get their
particular services on time for which they had asked for.
make it personal
establishing a friendly relation with the customers intends to give a good point of empathy.

Every customer wants to feel valued and understood when it has asked for any service. For
ensuring positive customer experience the staff at Gokyuzu restaurant must set a emotional
connection with the customer in order to make the customer satisfied
P7 Demonstrate how customer service strategies create and develop the customer experience in a
way that meets the needs of the customer and required business standards
To create a healthy service culture, the managers must help the employees in understanding
importance of customer experience. It is very essential in an organization to have strategies to help
to create & reinforcing a service culture.
Create a customer service vision
communicating customer service vision to the staff in an organisation is the initial step in creation
of customer service strategies. Every worker must be well known about the organisations goal &
mission for customer service (Godfrey, 2019). Along with the responsibility of the worker to achieve
that customer service vision. For providing the better customer service experience, the company
must share customer service vision and should teach its employees customer service skills.
Access customer needs
without understanding what the customer want, a company cant meet the customer needs. in order
to know what customer wants, the first step a company could take as the initiation to talk to the
customer' to know what are their wants & expectations. It is essential to keep in mind that the
needs and expectations of the consumers are the moving targets
Hire the appropriate employee
for strong customer service, hiring of the right or the most appropriate employee is the most
essential step in an organisation. Appointment of the employee for customer service is not only on
the basis of employee skills, but also on the basis personality & attitude of the employee.
Set goals for customer service
once the identification of customers needs & wants are done, then is the time to create goals to
achieve customers satisfaction. To achieve the organisational objective the employee must
understand what the target is to be completed
Train on service skills
hiring the right employee automatically ensures that it will serve the customers better. However, by
providing essential practical training to the employees enhances their customer service approach.
Hold people accountable
along with the goals of the customer's satisfaction by providing customer services, the employee
must also know how their good response to the customer will effect the organisation's overall
performance.
Reward and recognizing good services

employees wants positive reinforcement when they give the most desired customer services
(Hoffman and Novak, 2017). This positive reinforcement could be given in the form of rewards. Thus,
regularly acknowledging & rewarding the employee for best customer services will definitely
enhances their performances and enables them to put more efforts in their work
CONCLUSION
In this report it has been concluded that it is very essential to provide appropriate customer
services to the consumers of the product or services . Costumer service includes services at the time
of purchase , as well as before and after of the purchasing activity. Providing the good customer
services will helps in the overall enhancement of the organisation. Thus , organisations use various
techniques or strategies to provide the best customer services. Moreover, for enhancing the over all
growth of the Gokyuzu restaurant, the management take appropriate steps to train their employees
according to effectively reach the organisational goals and missions

REFERENCES
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Zach, F.J. and Krizaj, D., 2017. Experiences through design and innovation along touch points.
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