Introduction Unit 2 Managing the Customer Experience
The 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.