This report delves into the realm of customer experience management within the service sector, specifically using the 11 Cadogan Gardens Hotel as a case study. It begins by identifying and analyzing the needs and expectations of market segments within the service industry. The report then explores the creation of customer experience maps to identify business opportunities and optimize customer touchpoints. It further examines the impacts of digital technology on customer relationship management, highlighting how digital tools and platforms can enhance customer interactions and engagement. Finally, the report addresses strategies for maximizing customer engagement within the service industry, providing insights into how businesses can cultivate stronger customer relationships and foster loyalty. The report covers topics such as understanding customer needs, digital technology's role, and strategies to improve customer engagement, offering valuable insights for professionals in the hospitality sector.
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