This report provides a comprehensive analysis of customer experience management within the context of Four Seasons Hotels and Resorts. It begins with an introduction to the hospitality industry, emphasizing the importance of customer experience. The report then delves into the specifics of Four Seasons, examining its target customers, marketing strategies, and growth. Key areas of focus include understanding customer needs and preferences, exploring the role of emotions in customer experience, and analyzing customer engagement strategies. The report also covers customer journey mapping, touchpoints, and the impact of digital technology, including ECRM and Opera software, on enhancing customer experience. The conclusion summarizes the critical role of customer-centric approaches in the hospitality sector and highlights the importance of adapting to customer needs and demands.
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