Managing Customer Service Experience

Question :

This assessment will cover the following questions:

• Discuss the needs and expectations of market segments for the service industry
• Evaluate the customer experience map to create business opportunities and optimise customer touch points.
• Investigate the effects of digital technology in customer relationship management
• Implement effective customer experience management within a service sector business to maximise customer engagement.

Answer :

Organization Selected

INTRODUCTION

Managing customer experience is defined as the processes which are used by the businesses to track, organise and oversee all the interactions, which meets the requirements of the customers. Strategies for the customer experiences help the organisation for providing better services and this helps to achieve the goal off business. This report discusses the consumer satisfaction and there experience in the service sector. WizzAir Holing Plc is Airline Service Company established in 2003 and WizzAir UK (launched in 2018) is the subsidiary of it. Company’s headquarter is located at Budapest and Hungary, Jozsef Varadi is the CEO of the company. Its fleet size is 120 including its subsidiaries which transports to 150 destinations. WizzAir provides the low cost ticket prices to its customers with quality services and facilities in their flights. This report included, understanding of the customer needs, the factors which affects the customers engagement. Also, discusses the customer experience map along with the touch-points during the consumer life cycle. Further, it has strategies for customer experiences and recommendations for improving the services and creating opportunities for the business.