Customer Experience Management: Strategies for Hilton Hotels

This report provides an analysis of customer experience strategies, specifically focusing on the case of Hilton Hotels. It begins by defining customer service and emphasizing its importance in building strong relationships with guests, aligning with business goals, and highlighting the key steps involved in developing effective customer service strategies. These include creating a customer service vision, assessing consumer needs, hiring the right employees, setting service goals, providing service skills training, ensuring accountability, and rewarding good service. The report then explores how these strategies meet the needs of both customers and business standards, including creating golden standards of service, implementing advanced technologies, paying attention to room service quality, and turning client errors into opportunities. References from various books and journals are included to support the analysis.

MANAGING THE
CUSTOMER
EXPERIENCE

TABLE OF CONTENTS
MAIN BODY..................................................................................................................................3
P6 Customer service strategies....................................................................................................3
P7 Ways in which customer service strategies and customer experience meet the needs of
customers and business standards................................................................................................4
REFERENCES................................................................................................................................1

MAIN BODY
P6 Customer service strategies
Customer service is more than just providing paid services for hotel residents. It is about
creation of efficient relationship among the guests and the hotel in order to improve their
experience journey while staying within the Hilton premises. Efficient managers help the
employees in order to understand the requirement of customer experience for their firm.
Customer service objectives should be the part of Hilton business goals (Uppal, R.K., 2020). The
strategies should be incorporated into employee goals in order to ensure reach customer service
objectives of the firm. There are seven steps through which Hilton can develop effective
customer service strategies those are:
 Creation of customer service vision: It creates with the help of communicating the
customer service vision to their employees as they need to understand the importance of
vision and company goals in order to address them to attain good customers’ service and
understand their responsibility in order to achieve that level. This will help employees to
give efficient services to their guests.
 Assessment of consumers needs: Without understanding customers’ requirements. No
company is able to address and meet their needs. This assessment has been completed by
soliciting feedbacks from their guests and visitors through focusing on group discussions,
satisfaction surveys and consumer feedback cards and thus prepares a plan in order to
meet those expectations and requirements.
 Hire right employees: With the help of hiring right candidates within their establishment,
Hilton is able to ensure good and efficient customer services and timely resolution of
problems with the help of highly skilled and talented employees who are well aware
about their company policies as well as vision (Ibelegbu, O., 2020).
 Setting goals for customer service: After the identification of customer needs and
desires, Hilton is able to create achievable goals to satisfy their consumers. Employees
need to understand the target and thus help the organization to achieve them. For instance
the goal of Hilton customer care service centre employees is to address each issue of
guests that arises during the time of their stay along with before and after services as
well.

 Train on service skills: Effective training will help the staff members of Hilton to
properly behave in each situation and understand the way to respond customers’ queries
in most appropriate approach.
 Hold people accountable: Hilton ensures that their employees have good understanding
about the services offered to the consumers can affect the hotel overall performance and
they need t be accountable for achieving great customer satisfaction goals (Ax, C., 2020).
It has been done by sharing positive feedback among employees share by the guests.
 Reward and recognize good service: Acknowledgement provides to the employees for
their good customer service will help them to do their task in proper manner. After
identifying great service provider, Hilton provides rewards to that employee in order to
increase their morale and motivation.
P7 Ways in which customer service strategies and customer experience meet the needs of
customers and business standards
It has been identified from various studies that customer service strategies and experiences
meet the needs of consumers as well as business standards has require some efforts from the firm
which ensures the fulfilment of all such requirements in appropriate manner. Hilton also take
certain actions in order to address this point within their business activity are:
 Create golden standards of customer service: Hilton has created the golden rules in
order to address and improve residents comfort level. The hotel company primarily target
to provide stress free, relaxed and refined ambiance by fulfilling their guests’ even unsaid
requirements as well. All there staff members’ needs to be compulsorily address these
requirements.
 Implementation of latest technology: Service quality can only be upgraded with the
implementation of advanced technologies. Thus, Hilton ensures the involvement of latest
technological facilities within their business activities. Application on mobile, laptops at
the time of check-in and room bookings, room voice assistance facility, automatic
adjusting light, curtains, answering simple questions are some of the examples of
advanced technology that has been utilised by Hilton within their premises for their
guests in order to enhance their experiences (Dalla Pozza, I., 2019).

 Pay attention to room service quality: This states the safely and offering of comfortable
environment to their visitors. Hilton have instituted Clean stay program in order to make
sure that all the rooms are thoroughly cleaned and disinfected with hotel staff. Even the
switches, bathroom surfaces and handles are also covered with clean safe sticker to
ensure cleanliness (Adeola, O., 2020).
 Turning of clients errors into opportunities: Hilton employees are allowed to operate up
to some fixed good amount in order to fix the problems of guests such as they are
allowed to courier back the left over items along with a note of hotel manager. This
strategy of Hilton helps them to enhance their customer service and thus increase
customer satisfaction and helps the firm to stand in competitive environment.

REFERENCES
Books and journals
Uppal, R.K., 2020. EFFICIENT CUSTOMER SERVICE IN E-AGE BANKS–A NEED OF
THE HOUR IN THE EMERGING NEW COMPETITION. Journal of Natural
Remedies, 21(7), pp.206-214.
Adeola, O., Ehira, D. and Ibelegbu, O., 2020. Application of Digital Technologies and Social
Media to Enhance Customer Service Experience. In Customer Service Management in
Africa (pp. 107-120). Productivity Press.
Holm, M. and Ax, C., 2020. The interactive effect of competition intensity and customer service
competition on customer accounting sophistication—Evidence of positive and negative
associations. Management Accounting Research, 46, p.100644.
Kumar, V., Rajan, B., Gupta, S. and Dalla Pozza, I., 2019. Customer engagement in
service. Journal of the Academy of Marketing Science, 47(1), pp.138-160.
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