Management of customers experiences the practice of designing and reacting to customer interactions to meet their needs in order to provide effective customer satisfaction, loyalty, and advocacy. Customer satisfaction is a big challenge especially for the hospitality industry. This study mainly focuses on the analysis of importance and value of understanding the wants, needs, and preferences of target customer groups for service industry and determination of factors influence customer engagement in a service sector organization. Impact of digital technology on the customer satisfaction and analysis of customer service strategies in hospitality business is an essential part of this study.
P1 Analysis of importance and value of understanding the wants, needs, and preferences of target customer groups for service industry
It focuses on managing customer experience in hospitality industry. Value and importance to understanding the need of the customers are described well in this report. The need to target specific customers and their area of interest are also discussed in this study. Different factors related to customer satisfaction are described well in this study. A customer experience map has been made based on customer experience. Customer touch points are also discussed well. Effect of digital technology is discussed properly in this study. Several customer satisfaction strategies are discussed well and their necessity is also discussed well also in t