HNC Hospitality: Managing Customer Experience Strategies Report

This report provides a detailed analysis of customer experience management within the hospitality industry, focusing on effective strategies to enhance customer satisfaction and loyalty. The report begins by defining customer service strategies, including creating clear staff expectations, personalizing guest experiences, streamlining waiting times, and responding to customer concerns. It demonstrates how these strategies contribute to developing a positive customer experience, fostering loyalty, and driving repeat business. The report then reviews the application of these strategies, using Shoreditch London as a case study, highlighting their focus on personalization, feedback collection, and quality assurance. Furthermore, it evaluates the delivery of customer service communication and strategies, emphasizing the integration of advanced digital technology and information communication technology for improved customer interaction and long-term business growth. The conclusion summarizes the key findings, emphasizing the importance of strategies like personalized experiences and feedback mechanisms in delivering a quality-centric customer experience. The report also references relevant academic sources to support its analysis.

Managing customer experience

Table of content
SCENARIO 2
Determining customer service strategies.
Demonstrating how customer service strategies tend to create and develop the customer
experience.
Review of the application of given customer service strategies and creating exemplar
customer experience.
Evaluation of the delivery of customer service communication and strategies with valid
recommendations.

INTRODUCTION
Customer experience management is considered as an effective process as it helps
company in tracking, overseeing and organizing the interaction between company and
customers. This study is very useful in effective customer experience management which
in turn results in maximizing customer engagement.

SCENARIO 2
1. Determining customer service strategies.
Customer service strategy helps in setting particular standards for providing effective care and
services to the customers.
 Creating clear staff expectations
 Personalizing the experience of guest
 Streamlining the waiting time
 Responding to the concerns of customers
 Focuses on table touches

Demonstrating how customer service strategies tend to
create and develop the customer experience.
 Customer service strategy helps in retaining loyal customers.
 It helps in effectively developing customer experience and higher customer satisfaction.
 It helps in repeated level of business.

Review of the application of given customer service
strategies and creating exemplar customer experience.
Shoreditch London focuses on providing effective customer service strategy which in turn
leads to exemplar customer experience.
 Personalizing the experience of guest
 Taking feedback from customers
 Optimizing quality assurance

Evaluation of the delivery of customer service
communication and strategies with valid
recommendations.
Shoreditch London focuses on delivering effective customer experience to the customers
where they focus on integrating with advanced technology which in turn helps in better
interaction and communication with the customers. The company focuses on providing
effective communication which in turn results in providing quality centric customer
experience. Shoreditch London focuses on integrating advanced digital technology and
information communication technology which in turn leads to long term sustainable growth
and development of the business. Delivering if effective customer services by understanding
guest needs, customizing the services, providing quality services, taking feedback, focus on
table touches, etc. helps in providing quality centric customer experience.

CONCLUSION
This study summarizes that, customer service strategy helps in setting particular standards
for providing effective care and services to the customers. Personalizing the experience of
guest, focuses on table touches streamlining the waiting time, responding to the concerns
of customer, taking feedback, etc. are effective customer service strategy in order to
improve customer experience. This study also helps in evaluating that, integrating
advanced digital technology and information communication technology helps in providing
quality centric customer experience.

REFERENCES
Books and journals
De Keyser, A and et.al., 2015. A framework for understanding and managing the customer
experience. Marketing Science Institute working paper series.15(121). pp.1-48.
Goodman, J., 2019. Strategic customer service: Managing the customer experience to increase positive
word of mouth, build loyalty, and maximize profits. Amacom.
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.
Ieva, M., 2019. MANAGING CUSTOMER EXPERIENCE TO FOSTER CUSTOMER
LOYALTY. Loyalty Management: From Loyalty Programs to Omnichannel Customer Experiences.

THANK YOU!