Unit 9 Entrepreneurship and Small Business Management HND Business Level 4

Answer :


Customer experience is one of the most important factor that should be considered while designing the product and services. It is because it delivering positive and good experience help in maintaining customer engagement which has direct favourable impact on the performance of business. Therefore, it shows that management of same has to be done in a way effective manner. Heddon Street Kitchen is known brand in London which is known for delivering the quality services to its customers. It provides different services which includes dining indoor an outside, has various option in menu, arrangements for the disabled people etc. The following report will discuss the various requirements for the referred to food place to maintain at their place so that it is able to give its customer best experience. There are a range of influencing factors and each one of them are elaborated in depth in this work.


P1. Wants and hopes of dissimilar market divisions

Heddon Street Kitchen is dealing in the restaurant business in which there is tough and close competition. Every organisation in this field are in race of delivering the most effective service so that maximum revenues are generated. In order to give maximum satisfaction to the different customers it is first important that their needs and expectations are identified as then it can be used as a base of making the business plans. For same the company first needs to target its audience so that it is determined that who all needs to be considered while designing the menu and other related services. division of market is a process of dividing the whole customers into different groups having similar expectations The importance of segmentation is that through this practice it becomes easy to understand what is in trend and has maximum capacity to attract the customers. Following points will further discuss the need to understand the distinct customer need and wants:

Help in reaching to right approach of business – There are a number of ways through which layout and designing of the restaurants can be done. People are now very particular with the ambience and like spending on place from where they can get maximum level of good experience. Once their requirements are identified products are services are made available to them which further lead to longitivity of the business.

Every person has different need – Restaurants are visited by different type of people which include business men, young people, families etc. Each one of them has their own expectations like the business people expects place to have god internet connectivity whereas the families visiting the restaurants demand some arrangements for children so that they can enjoy their own time. This way by understanding the demands in advance will help in making all these facilities available and hence satisfactory experience will be given to the visitors.

P2. Several features that drive and influence buyer engagement of diverse target customer cluster

Customer engagement is a continuous process through which close connections with the service users are developed with an objective of raising total sales. Buyers are provided with most desirable product which help in raising the connection with them which further add worth to the overall experience of the customer. Heddon Street Kitchen by adopting different ways can develop good relations with the users and hence they will be loyal to the brand. Ways through which customer engagement can be influenced are as follows:

Communication and connection By maintaining the regular touch with those who are visiting the restaurant through mgs or emails company can raise the relationships with the customers. They can wish them on their birthdays and anniversaries and can also give offers on special days to regular visitors. this develop a personal bond among the two parties involved and also directly reflects on total revenues.

Social media This is one of the most popular platform through which connections with the target customers are maintained and developed. Through this the special deals or changes made are communicated to the public which help in keeping the market updated. Also it facilitates communication with the customers as through chat option they can resolve their quarry if any.

Amenities As discussed above the restaurant is visited by different customers and when each one of them get the services as desired by them then they develop personal interest and can become a regular visitor of Heddon Street Kitchen. For this it is crucial that the company give weightage to the expectations of every client as it will develop the engagement with them and also this way they will further promote the brand in the market.


P3. Customer experience map

Customer mapping is a very important concept as it assists the marketers to know what sort of experience is gained by the service users as a result of their visit to Heddon Street Kitchen. Through the mapping it is analysed that how the visitor of brand experienced at different levels. Collecting data under this is done from social platforms, views on official sites, feedbacks etc.


Mode of information

Evaluation of options

Reservation of table

Pre- order services

Post-sale services and channels

Customer engagement

Customer act

The visitors get to know about the brand name either from the social media or from their friend/family who had already visited the place.

There are a range of different alternatives which are present with the customer and they do the comparison in all and then select one restaurant that offers maximum desirable facilities.  

In order to avoid non availability of able visitors do prior booking through online portals.

Getting the menu and helping the customer in selecting the right food for them after knowing the preferences.

Getting the bill and refreshments.

It is done through taking the feedbacks from the customer on paper or digitally.

Touch points

Social platforms,

Parties or random meetings


Views from the surroundings

Telephonic conversation with restaurant executive or bookings from the social sites

Waiters allotted to each table will guide or self-choice of customer

Restaurant staff

Feedback diary or through text messages.

Improvement options

By improving the services of the firm and maintaining good taste in the products can help in better popularity of the restaurant

Heddon Street Kitchen can work on their digital marketing and by raising the popularity on web sites it can become popular.

The online booking portals should be kept active so that no booking is missed by the firm.

Staff should be provided with complete knowledge of food that is served by the firm so they do not sound blank if any customer need help in placing the order.

Proper management must be done in a way that the billing time is reduced. Letting people wait for long to get the bill affects the customer

The feedback form should be kept simple and must have quality questions which can help in making the improvements in operations.

customer experience map

llustration 1: Customer Journey Model

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P4. How touch points create business opportunities

On broader concept there are a range of definitions for the word touch points. On common grounds it is interaction with the customer not physically but in all the other terms. These points have the capacity of influencing the experience of the service user and also alter the image of brand and hence influence the sales too. In context of Heddon Street Kitchen the different touch points are as follows:

Discovery – It includes the different ways through which the customer gets to know about the brand name. For same the service users have a range of options like word of mouth, websites, social media accounts etc. Therefore, it is important that they do not find it difficult to search brand on net and also designing of official page should be such that it can attract the customers. In order to do so Heddon Street Kitchen marketing team must focus on keeping the web page updated and attractive as this is a major source of creating sales. it can also influence people from far of places to visit.

The face of your restaurant – It is the physical impression which a person gets on passing by the restaurant or immediately when they visit the place. It has to be attractive and different which has capacity to capture the eye of person crossing same. It is because according to the present trends customers gives equal weightage to the ambience with food. Clicking pictures is also one major motive behind choosing the place having good attractions. Therefore, the selected business must have visibility along with good parking space and comfortable sitting area.

The menu – This is one of the most common touch point and need to be considered by all the restaurants weather big or small. People do not appreciate much complicated menus as it leads to difficulty in making choice. Presentation of the menu should be clear and must be clean as it is a medium through which the restaurants interact with their visitors. Also the pricing is again a much of influencing factor in bringing back to the visitor and therefore price fixing must be done after analysing all the factors.

Service and support team – It include those who interact with the customer in personal or through social media. In case of some query by the visitor they communicate with this team and expect satisfaction in return. In case of selected organisation, it should keep the trained staff so that whatever problem that is faced by the clients are resolved on time and hence this way better brand image is established and overall sales are improved by using the effective employee engagement techniques.


P5. Importance of digital technology in managing customer experience

In the present world the trends of using the digital platforms has increased to great extent that everyone before making any of their buying decision do the comparison with the help of digital information that is available about all the brands on net. In order to understand importance of digital technology in managing customer experience consider the following points:

Improve the reach of the business – To create communication without internet has a very limited scope. It is because resources are in limit and cannot be spread everywhere. Therefore, if promotion of the restaurant is done through personal interactions than very small area will be covered and engagement of customer at the scale will not be possible.  

Flexibility of payment – Paying bills through digital mode is found to be each and customers prefer it over carrying cash with hem. Digital technology facilitates this through giving range of options like credit card, debit card, online transfers and other payment applications.

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 factor is menu

Figure 1Importance of digital technology

The above infographic shows how digital technology is helping the restaurant business in different ways and leading to employee engagement.



Customer experience is the product of an interaction between an organization and a customer over the duration of their relationship. it has great influence on weather the service user continues with the brand on not. The following presentation will discuss the customer service strategies and how it helps in develop the customer experience

P6. Customer service strategies

Keeping variety of option – in order to make the customer satisfied they should be given with great variety of choices so that they can choose wisely.

Training employees – In order to give good experience to the visitor the human resource must be trained and given complete knowledge of the products and services company is dealing in. it will help in giving better support services to the clients.

Proper infrastructure – To gain the attention of customer structure of place should be such that people visiting same finds it good and comfortable. It helps in getting the attention and improves employee engagement.

Resolving customer issue – This is one of the most important technique of improving the connections with the customers. Whenever any issue arises it should be resolved quickly. Best solutions should be given so that customers find themselves worth for the company. It creates a good brand image in the market and hence leads to long term relations among the service user and provider.

Deliver promise to customer – In order to build trust it is very crucial that the organisation gives what it promises. It is because buyers while making their choice consider what is offered by the firm and in case of non-delivery of same they feel cheated and hence it directly affects the relation. They do not continue with the same brand and also does negative marketing which can further lead to loss of already existing loyal users of the company.

P7. Customer experience developed by customer service strategy that meet consumer's need

Kabana London is known for its quality of services and proper utilisation of employee engagement techniques. It gives great importance to deliver excellent experience to those who visit it. Proper attention is given to every person visiting the restaurant and is provided with what he/she demand from the menu without doing any compromise with the quality. the interior is kept attractive which attracts those who are having their quality time in it. The waiting time is kept minimum which is again an effective way of improving brand image. Option of prior bookings are given to the visitors which helps in avoiding the situation on non-availability of table for those who are visiting. Prices are charged according to the quality and many options of making payments are given which further give more comfort to the customers and hence build strong relation.

It ensures that their customers do not find it difficult to reach at the location as it is located on the main road with having a huge front. Also its marketing team is effective enough which keeps on influencing the customers by giving good offers and discounts through reaching them by mails or social platforms.


The above presentation depicts that there are a number of ways through which customer’s engagement can be improved and long term connections with them can be developed. Solving the issues and delivering the cost control service are some ways which contributes much in same.

From the above report this has been summarised that customer is an important asset of the company and it is important it is managed in most appropriate manner. in order to keep him/her happy and satisfied this is important that delivery of quality service is done. To do so different touchpoints were recognised like the websites, menu etc. which has great role in influencing the buyer to visit the brand and experience it.

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