Managing the Customer Experience of Hilton Group

The report will cover the value and importance of understanding the needs and preferences of the Target customers group. Factors affecting the customer engagement and customer experience map is been created and developed that will help the management of the organization to get a proper idea about the origin of customer requirements, identifying them, fulfilling it to have a good extent of customer’s experience. Besides this, various customer touchpoints are been evaluated and handled to create positive business growth opportunities for the selected service sector.

MAIN BODY

1) Profiling of the target customers of Hilton Hotel for proper market segmentation to identify the target market

The proper and effective profiling of the target customer base will help selected hospitality entities to carry out marketing operations and activities in much suitable manner (Kumar and Reinartz, 2018). It will also assist a firm to carry out the business operations and thus will lead the selected hospitality service provider organization to carry out hospitality and marketing operations hand in hand. It assists effective handling of business activities that will help the firm to enhance the superiority of products and services and provide good and effective and innovative services that will help the firm to carry out services.

The setting of the target customer base will help the firm to manage business operations and help business organizations to manage hospitality operations which assist ineffective handling of business activities followed by the firm. The development of good market strategies and identifying the handling of the organization. It also helps the organization to have effective management of the business activities and operations to help in meeting good and effective business operations. This will also lead the organization to enhance the quality of hospitality operations in a much more effective way. The profiling process improves the effectiveness of operations and guides the firm to improve service quality.

Different ways in which the customers can be profiled and needs or expectations of target markets to be offered by the hotel

Setting up of the proper customer profile is very important and effective for an organisation as it help the organisation for handling business activities and operations which will support a good handling of hospitality activities and thus will lead the firm to enhance the quality of operations and thus, will lead the fir to improve hospitality in much suitable and significant manner (Dube and Helkkula, 2015). Various measures are been incorporated by the organisation that will support some effective measures of meeting customer needs and requirements are as follows:

• Preference: Firm Like Hilton Group will see through the proper setting up of the preference of their customer base in order to determine their needs and demands and will support a good management of hospitality marketing measures with efficiency.
• Lifestyle: this is a vital factor that is chosen by the firm. This is been looked after by an organisation in order to carry out business operations and thus will in a good rise in hospitality operations. As Hilton group is a 5 star hotel, it services will be favoured by high class people, loving luxurious services.
• Work orientation: The work profile is also a major factor of the operation and consideration that lead the firm to operate effectively (Fernandes and Neves, 2014). This will also lead the firm to improve the quality of marketing measures by hospitality firms.

Besides this, the organisation will look after proper management of needs and demands of customers that will support good growth of the business activities and operations. The targeting of the needs and operations is been set on the basis of various factors and operations that will lead the firm to have a good rise and meeting the attributes like demographics, purchasing power of the customer and increase in the global economic condition to a greater extent.

2) Drivers of customer engagement

In order to get the proper consumer satisfaction level, the customer engagement will be chosen by the firm that assists in improving the quality of hospitality products and services. Besides this, it assists a firm to carry out proper management of business activities and hence will improve product or service quality. Some major key drivers of the organisation for the customer engagement are:

• Demographics: This is the attribute or quality of business activity that is been taken in consideration by the firm (Erkmen, 2018). It is basically based on city, area or country of origin, Hilton Group will look after these measure to have a sustainability and good growth. For instance, the geographical location of Hilton hotel is required to be easily accessible that will help in proper management of customer engagement.
• Attributes: The attributes or habits are the major factor that is used manage business operations and will encourage Hilton group to taker suitable measures to improve quality of products and services to a better level. The need of the high quality product or service will help the firm to maintain the quality standards of organisation. For example, the buyer who are habitual for the high quality services will prefer the services of Hilton group over other brands in hospitality entity.
• Purchasing power: this is the key factor of operation that is been taken in consideration to maintain the quality of their operations and activities. This will also improve their overall performance and help the firm to get a good customer base. For instance, a good purchasing power will make the customer able to buy the products and services of Hilton Group.
• Quality: Product and service quality is the key factor which impacts the overall operation of the organisation and thus will improve the quality of business operations and action plans to a greater extent (Harwood and Garry, 2015). For example, a quality conscience customer will look after the proper management of the products and services of Hilton Group and thus will opt for a better satisfaction level from high quality products of Hilton Group.

All this factors will help the selected hospitality service provider organisation to improve the quality of their services and develop a proper strategy which supports a handling of effective business operations and activities which will support a good management of the hospitality activities and thus will lead to proper management of business activities and operations to a greater level. If you need cheap homework help from experts that can help you score good grades and impress your professor easily, then we are your one-stop solution.

3) customer experience map

A proper customer mapping or journey measure is been analysis of operations followed in an organisation that will support a good management of the business activities and thus will guide the hospitality enterprise to improve superiority of hospitality goods and functions that are offered to their customers in order to have a good experience. Thus, it will lead the firm to improve hospitality related activities of the organisation to a greater extent. The effective customer Journey mapping of the organisation that will enhance performance of Hilton Group is as follows:

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