Customer Experience and Digital Technology in Service Sector Report

This report examines the crucial role of digital technology in managing customer experience within the service sector, using the Turkish restaurant Hazev and Hotel Imperial as case studies. It explores the implementation of CRM systems and other digital tools to enhance customer service and engagement. The report delves into how mobile devices, IoT, cloud computing, social networking, and wireless connectivity are transforming customer interactions. It also analyzes the advantages and disadvantages of CRM, emphasizing its impact on data management, customer relationships, and business strategy integration. Furthermore, the report outlines effective customer service strategies, including employee training, maintaining hygiene, creating combo meals, and hosting events. The conclusion highlights the importance of adapting to digital advancements and implementing customer-centric approaches to achieve business success. The report also provides a comprehensive list of references from various journals and books.

MANAGING THE
CUSTOMER EXPERIENCE

Table of Contents
INTRODUCTION...........................................................................................................................1
LO3..................................................................................................................................................1
Digital technology is employed in managing the customer experience in service sector...........1
LO4..................................................................................................................................................3
Effective consumer experience management within service sector to maximise customer
engagement.................................................................................................................................3
REFERENCES................................................................................................................................5

INTRODUCTION
Customer experience refers to interaction between consumer and organisation through business
relationship. This interaction will include- advocacy, purchase and services, awareness,
cultivation, discovery. Customer experience is a product which helps to define the relationship
between an enterprise and customer. Hazev is one of the best Turkish restaurant in London. This
file discusses about digital technology is employed in experience and managing service sector by
providing examples of CRM. Customer service strategies for service sector and development of
customer experience in a way that meets the needs of business standard.
LO3
Digital technology is employed in managing the customer experience in service sector.
Nowadays technology is ruling on every industry. Hotel Imperial is requiring to modify
their products and services to provide the best quality products to the consumers. By using the
digital technology hotel Imperial can improve the customer service. There are some elements of
technology which are impacting the customer experience in service sector and IT services
landscape.
Mobile devices- hotel Imperial can leverage its potential by enhancing the customer service
experience. Hotel Imperial has it s own web sites and applications which are user friendly. By
accessing the website of Haze restaurant, customer will know about the offers of restaurant and
its services. And they will also able to provide their feedback and recommendation.
Internet of things(IoT)- now nowadays many devices and sensors are connected to the internet.
All devices are able to offering real time remote – monitoring. By leveraging of these devices
hotel Imperial can enhance the consumer service experience for their food products.
Cloud computing- it has become a key component in the digital ERA today. There are many
Cloude based application in present world which re helping to manage the customers' relation
management. Cloude plays an essential role in enhancing the collaboration between customer
and organisation for sharing the informations such as- new offers, discounts, packages(Avendaño
and Martín, 2019).
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Digital technologies employed in managing the customer experience, digital transformation is
the integration of all the new technology into the all areas of business, resulting in basic changes
in business, operates and the value they deliver to their customers. By using the applications,
mobile devoices and automations customers can get what they want. Hotel imperial is providing
the different payment methods to the customers for managing the best customers
experience(Shariatfar and Mortaheb, 2019).
Technology / social networking- helps to provide a new type of data on committee
based sales deals. Socials networking tool will help to customers to figure out the informations
and prospects of the hotel. Hotel imperial is also providing the 24 hours customer care services
to the customers which helps to customers to take any information of the hotel. Queue
management is very important for the hotel sector hotel can not manage the relationship with the
customers until they will not mange their customers. So hotel imperial is adopting new
technology that will help to caller to have a place holder in the queues as if they were waiting on
the phone
Wireless connectivity and applications- customers do not have time to go somewhere
to access the internet so hotel imperial is providing the wireless connectivity through the WI-FI
service. Hotel imperial has its own website through which customers can get new information
and special offers of the hotel(Habisch, 2019).
Advantage and disadvantages of using CRM
CRM helps to manage the customer data in one place and it allows employees to work
effectively and be more productive by tracking customers background and adding reminder for
the meetings. It also helps to manage the growth and speed of Database because it is an
integrated management systems which includes all the functional units of the business. It will
also help to build the long term relationships with the customers by sending the birthday wishes.
It also helps to evaluate the business strategy integration with other third party apps and services.
Disadvantages of CRM is it s maintenance because it requires a lot of technical expertise fort the
installing. Second disadvantage is its limited functionality and not central support system. its big
advantage is its an open source for but its process is very slow, it takes a lot of time in processes.
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LO4
Effective consumer experience management within service sector to maximise customer
engagement.
Customer experience strategy is all about interaction between customers and business. In
general words it defines the actionable plans of Hazev restaurant to deliver the meaningful and
positive experience across interactions. a customer service strategy should consider all these
following factors-
Training employees for an excellent customer services- it is the responsibility of the owner of
Hazev restaurant to train the employees of restaurant for the aim to make their customers happy.
It will include all these things- that plates of food should be cleared and served from the diners
left and drinks should be refilled according to requirements. Staff member of the Hazev hotel
will be polite with the customers the owner of the restaurant will encourage all the employees to
provide best services to the customers.
Recommendations
 Employees of Hazev restaurant should focus on such qualities- patience, clarity in
respond and empathy when they are providing their services.
Maintaining hygiene and cleanliness in restaurant
It plays a significant role in the perception of Hazev restaurant. Every hotel must follow
the perceptions f customers the FSSAI has made a guideline under which every restaurant will
pay attention on maintaining hygiene and cleanliness in their restaurant.
Recommendations-
 It is very required for the Hazxev hotel to understand the cleanlinesses and hygiene. It
will help to impact positively in customers mind.
 Creating combo Meals- It is one of the good strategy to attract the customers, specially
for those who don keep much money in their wallet. Hazev restaurant should sell items
and pair them with some new dishes. Restaurant should also focus on the quality of their
products. Which will help to attract more customers(Möhring, Keller and Schmidt, 2019).
Hosting events
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This strategy is very essential to attract the customers, restaurant will organise gust
performance, comedy nights all these events will compel the customers to visit restaurants on
particular day. It is not only about to bring customers on regular basis but also it helps to increase
the sales of the tickets for a night. Restaurant should also include the variation in their dishes.
Recommendations-
 Hotel Hazev should organise various kinds of special events such as comedy nights,
couple dance. To attract more customers, hotel can also serve smaller plates on particular
this event such as- low-fat, low sugar, low- carbs it will help to attract their customers.
Hazev can also provide offers and happy hours on special festivals because it will help to
increase the sales during the festival season.
CONCLUSION
From the above study is has been concluded that digital technology is plying an important role in
managing customers experience within service sector. This file also evaluated the customer
experience within the service sector in changing CRM system to retain customers. This files also
discussed about the customer service strategies and recommendations for service sector.
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REFERENCES
Books and Journals
Al-Haddad, A., 2019. Social Identification, Brand Image and Customer Satisfaction as
Determinants of Brand Love. InCreative Business and Social Innovations for a
Sustainable Future (pp. 255-262). Springer, Cham.
Alba-Baena, N., Estrada-Orantes, F. and Valenzuela-Reyes, C., 2019. Use of Lean-Sigma as a
Problem-Solving Method in a Restrictive Environment. In Managing Innovation in
Highly Restrictive Environments (pp. 35-57). Springer, Cham.
Avendaño, J.L.S. and Martín, L.S.M., 2019. Communication in Microgrids. In Microgrids
Design and Implementation (pp. 69-96). Springer, Cham.
Batat, W., 2019. Experiential Marketing: Consumer Behavior, Customer Experience and The
7Es. Routledge.
Habisch, A., 2019. Rediscover the Charioteer. Practical Wisdom and Diversity Management in
the Digital Age. InPractical Wisdom and Diversity (pp. 59-73). Springer Gabler,
Wiesbaden.
Marcusson, L. and Lundqvist, S., 2019. Core Competencies' Core Context!. In Advanced Online
Education and Training Technologies (pp. 75-95). IGI Global.
Möhring, M., Keller, B. and Schmidt, R., 2019. Insights into Advanced Dynamic Pricing
Systems at Hotel Booking Platforms. In Information and Communication Technologies
in Tourism 2019 (pp. 265-277). Springer, Cham.
Schmitz, S.O. and Heupel, T., 2019. How banks can shape their Management Control System to
achieve more innovation: a case study. In Banking & Innovation 2018/2019(pp. 247-
266). Springer Gabler, Wiesbaden.
Shariatfar, M., Beigi, H. and Mortaheb, M.M., 2019. Assessing Lifecycle Success of
Petrochemical Projects–based on Client’s Viewpoint. KSCE Journal of Civil
Engineering. 23(1). pp.21-28.
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