Customer Experience Management and Strategies: Hotel Cafe Royal Report

This report provides an analysis of customer experience management and customer service strategies, specifically focusing on the case of Hotel Cafe Royal. The report begins by defining customer experience as a crucial element for enhancing a company's profitability and brand image, encompassing various business functions. The report then delves into Task 4, evaluating the customer service strategies employed by Hotel Cafe Royal, including training programs, problem-solving approaches, and employee awareness initiatives. The report also illustrates customer service strategies designed to meet customer requirements, such as providing 24/7 services, utilizing technology, and incorporating customer feedback through a corporate website. The conclusion emphasizes the importance of customer experience management for achieving organizational goals and developing a strong market presence, referencing key parameters and the value of customer feedback. The report also includes a list of relevant references from books and journals that support the analysis.

Managing Customer Experience

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 4............................................................................................................................................3
P6) Evaluate customer service strategies within the organisation. ........................................3
P7) Illustrate customer service strategies which are help to fulfil the customer requirement. 4
CONCLUSION .............................................................................................................................5
REFERENCES................................................................................................................................6

INTRODUCTION
Managing customer experience is wider concept which refers to providing various
products and services for customers in order to enhancing profitability and productivity of
company. It is process which refers to providing best services for customer in order to
developing brand image in the mind of customer. It is process which including various business
functions due to gaining competitive advantages. The report is about Hotel Cafe Royal in order
to providing various products and services for customers. The paper consist is importance of
customer interest as well as various parameters regarding consumer engagement.
TASK 4
P6) Evaluate customer service strategies within the organisation.
Organisation developing effective plan and strategies which result as delivering best
services to customers in order to effectively and efficiently achieving organisational objective
and goal. Organisation focusing on this strategies in order to gaining competitive advantages as
well as enhancing profitability and productivity. In addition to this, it involves top-management
of company which formulated strategies which result as retaining customers for longer period of
time and developing goodwill at marketplace (Kaur, 2016). In context of Hotel Cafe Royal, it
includes management team which exploring the new opportunities which helps to achieving
organisation goal and objectives. Organisation implementing various strategies which are
mentioned below.
Organising training & development session for employees-: It is essential for
organisation and HR department plays crucial role in order to trained and development
programmes are organised for the workforce and staff so they accordingly treat well to
customers. In relevance of organisation, when customers were face any problems so staff
effectively solve the issue and problems effectively and efficient because they are capable and
able to solve the problems of customer and providing quality services and products to customers.
Resolving customer problems-: Customers faces many problems and queries so difficult
to handle so workforce performed well in front of customers and solve all the issues effectively
which result as developing goodwill in front of customers. It includes developing healthy
relationship with customers as well as gaining market share. In context of organisation, it

including they are higher authorities utilised various tools and techniques which smooth flow
communication so effectively interaction possible with customers (Keller, 2016).
Aware & educate workforce-: It is process which refers to HR department conducting
various activity so they accordingly conducting various seminars and training session which
result as manger developing smooth flow communication between the employees so they easily
conveyed the information to customers which result as providing best services to customers and
increasing profitability and productivity of company.
P7) Illustrate customer service strategies which are help to fulfil the customer requirement.
Organisation formulated new strategies in order achieving organisation goal and
objectives of company. It including different policies which are helps to smoothly conducting
business activity and functions. On that basis top Management take effectively and efficiently
take decision regarding products and services as well as retain for longer period of time. It
involves helps to fulfilling the needs and wants of customers achieving profitability and
productivity. However, it includes organisation taking feedback of customers such as opinion,
view, ideas regarding products and services because customers experience are valuable for the
company (Kuehnl and et. al., 2019). In context of Hotel Cafe Royal, it involves utilising various
promotional tools and techniques so building strong relationship with customers and retaining
longer period of time and providing best services experience to customers. They are including
various recommendation which are discussed below.
First recommendation is customers providing 24/7 services in order to providing for
customers which refers to developing brand image in the mind of customers. It will helps to
achieving organisation goal and objectives as well as enhancing profitability and productivity of
company. It involves developing healthy relationship with customers and accordingly retaining
customers for longer period of time.
Second recommendation for Hotel Cafe Royal, it involves utilising various technology
which result as satisfying the needs and wants of customers as well as developing goodwill at
marketplace (Merrilees, 2016). However, it including new technologies and tools adapting by
mangers so performing in proper manner which result achieving competitive advantages in the
market.

Third recommendation is, top-management designing corporate website so customers
taking feedback regarding opinion, view, ideas and many others so it helps to improving the
products and services so developing strategy due to fulfil the needs and wants of customers.
CONCLUSION
From the above report it has been concluded which refers to managing customer
experiences is important for an organisation in order to providing best service experience for
customer it helps to developing goodwill at market place. It involves importance of customer
experience as well as various parameters which result as achieving organisation goal and
objectives.

REFERENCES
The Books and Journal
Kaur, P., 2016. Managing relations through electronic-customer relationship marketing [E-
CRM]. Asian Journal of Multidimensional Research (AJMR), 5(4), pp.27-36.
Keller, K.L., 2016. Reflections on customer-based brand equity: perspectives, progress, and
priorities.AMS review, 6(1-2), pp.1-16.
Kuehnl, C., Jozic, D. and Homburg, C., 2019. Effective customer journey design: consumers’
conception, measurement, and consequences. Journal of the Academy of Marketing
Science, 47(3), pp.551-568.
Merrilees, B., 2016. Interactive brand experience pathways to customer-brand engagement and
value co-creation. Journal of Product & Brand Management.