Docklands Academy & Garden Romson: Customer Experience Report

This report examines customer service strategies employed by Docklands Academy and Garden Romson Restaurant for planning and promoting international food events. It delves into the use of digital technology, particularly social media platforms like Facebook and Instagram, as key marketing tools. The report highlights the importance of customer loyalty programs, product, and service quality in enhancing customer experience. It discusses how these strategies contribute to successful event promotion and customer satisfaction. The analysis covers the impact of social media, loyalty systems, and product quality on event success, emphasizing the need for high standards and customer-centric approaches. The report concludes that integrating these customer service strategies is vital for effective event management.

Managing the Customer
Experience

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
MAIN BODY ..................................................................................................................................1
Customer service strategies use for planning and promoting event ...........................................1
CONCLUSION ...............................................................................................................................2
REFERENCES................................................................................................................................3

INTRODUCTION
Digital technology is utilised to determine digital resources to effectively find, analysis,
create, communicate and data in the digital context (Ku, 2017). It is mainly utilised with new
physical communication media. In order to that, companies utilised digital technology to make
new value in business models, customer experience and inside capacities that help its core
operations.
MAIN BODY
Customer service strategies use for planning and promoting event
Docklands Academy and Garden Romson Restaurant planing and promoting
international food events for their students and staff, so that they are utilised some customer
service strategies for increasing customer experience. These strategies are such as following:
Social Media: It is interactive computer-mediated technologies that assist the innovation
and sharing of info, thoughts and other kinds of expression. It is also used as tool of marketing
by any firms. Social media marketing is utilised of social media networks to promote product
and service (Westerman, Bonnet and McAfee, 2014). Therefore, it is the most important strategy
that help to Docklands Academy and Garden Romson Restaurant for planing and promoting
international food event. Therefore, they must have created their websites on social media like
Facebook, Instagram etc. With the help of it, they easily promote their event towards public,
because today's world every person used social media such as Facebook, Instagram etc. Through
Facebook, academy know about reviews and comments to consumers regarding event. With
Instagram, they identify their followers and likes towards event.
Loyalty System: Loyalty programs are integrated marketing strategies system be traders
to promote consumers to continue to use the services of companies linked with every program. In
order to that, these loyalty programs used by hospitality sector to attract and retain business. This
program works to stimulate business travellers and other frequent guests (Fitzgerald and et.al.,
2014). In this context, Docklands Academy and Garden Romson Restaurant used loyalty system
as customer service strategy in relation to plan and promote international event for their students
and staff. This aids to increase customer loyalty as well as experience. Loyalty program involves
gifts, discount pricing, different vouchers etc.
Product and Services Quality: It is necessary to utilise high standard and quality raw
material for making dishes and drinks for planing international food event by Docklands
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Academy and Garden Romson Restaurant for their students and staff. With this, increasing
customer loyalty and experience towards their restaurant. After that, they are planning menu
effectively by focusing on customer needs and wants (Blázquez, 2014). For this, both are centred
on staff training for giving the best service to guest during event. With this, customers are more
attracted towards restaurant, its services and facilities. If the academy providing the best product
and service to guest that help to become successful event.
CONCLUSION
This report has summarised that use of digital technology in terms of social media such
as Facebook and Instagram as customer service strategy for promoting the event. It can be
concluded that use the other customer services strategies such as loyalty system, product and
services quality to effective event.
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REFERENCES
Books and Journals
Blázquez, M., 2014. Fashion shopping in multichannel retail: The role of technology in
enhancing the customer experience. International Journal of Electronic
Commerce. 18(4). pp.97-116.
Fitzgerald, M. and et.al., 2014. Embracing digital technology: A new strategic imperative. MIT
sloan management review. 55(2). p.1.
Ku, R. S. R., 2017. The creative destruction of copyright: Napster and the new economics of
digital technology. In Copyright Law (pp. 207-268). Routledge.
Westerman, G., Bonnet, D. and McAfee, A., 2014. Leading digital: Turning technology into
business transformation. Harvard Business Press.
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