Unit 2 Managing the Customer Experience

Introduction Unit 2 Managing the Customer Experience

Unit 2 Managing the Customer ExperienceThe aim of this unit is to produce students with background and understanding of however travel and business enterprise. Businesses manage the client expertise from the initial wants analysis through to when sales follow-up.

During the unit, students are ready to map the journey that a client makes through a travel and business enterprise business, distinctive crucial bit points and recognising however these bit points is managed to optimise the customer’s expertise.

Students can think about however technology is dynamical the method clients move with travel and business enterprise businesses and the way digital initiatives ought to complement existing customer journeys, while recognising that on-line and offline shoppers square measure clearly totally different. Students will then use this data to produce client service each among business and services and on-line contexts to satisfy needed standards.

Learning Outcomes Unit 2 Managing the Customer Experience

By the tip of this unit students are ready to:

Therefore Explain the requirements and expectations of market segments for the industry
Hence explore the client expertise map to form business opportunities and optimise client bit points
As a result Investigate the impacts of digital technology in client relationship management
Since Apply effective client expertise management among a service sector business to maximise client engagement.


The Contemporary Travel and Tourism Industry Unit 1

Professional Identity and Practice Unit 3

The Travel and Tourism Business Toolkit Unit 4

Managing Aviation Services Unit 6

Managing Conference and Events Unit 7

Visitor Attraction Management Unit 8

Corporate Travel Management Unit 11

Marketing Essentials for Travel and Tourism Unit 16

Tourism Consumer Behaviour and Insight Unit 20

Airline Operations Management Unit 21

Airport Operations Management Unit 22

Destination Management Services Unit 24

Strategic Destination Planning Unit 25

Developing the Event Experience Unit 27

Innovative Cultural and Heritage Management Unit 30

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