Higher Nationals in Hospitality Management Along With Customer Experience Case Study & Report Writing - Hospitality Assignment Help

Assignment Task -                 
 

LO1: Explain the needs and expectations of market segments for the service industry

LO2: Explore the customer experience map to create business opportunities and optimize customer touchpoints

LO3: Investigate the impacts of digital technology in customer relationship management

LO4: Apply effective customer experience management within a service sector business to maximize customer engagement.

Scenario: 

Follow the guidelines given below assuming that you have recently joined as a Junior Executive – Customer Service Department where the business operations are related to the industry of Travel Tourism and Hospitality. As the first task assigned to you by the department head is to compile a comprehensive report covering the areas mentioned below: 

Note: 

1. You are to assume that you are working for a leading travel tourism or hospitality trade organisation in Sri Lanka and attempt assessment tasks. (Select an organization of your choice from the relevant industry that is applicable for you.)

2. You are advised to divide the report into 3 main sections emphasizing and highlighting the main facts and areas of interest by the management of the company you have selected in the industry that is relevant for you. 

Your first task in your new role is to produce a management report evaluating the needs and expectations of your diverse range of customers

Your report will:

1. Explain the value and importance of understanding the needs, wants, and preferences of target customer groups
2. Explore the different factors that drive and influence customer engagement of different target customer groups within the selected organization.
3. Evaluate the different strategies that can be employed for on-boarding these diverse customers
4. Your report will conclude with an evaluation of how CRM can help to enhance your customer's experience.

This map will:

• Document the customer's journey through your organization from the first contact to exit

Analyze how the customer touchpoints throughout the customer experience create business opportunities for the organization to influence customer behaviour.

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