Managing the Customer Experience Using Digital Technology


  • Unit No: 2
  • Level: High school
  • Pages: 8 / Words 2101
  • Paper Type: Assignment
  • Course Code: N/A
  • Downloads: 423
Question :

Questions- This assessment will cover the following questions:

  • Hazev is a Turkish Restaurant which provides delicious food to natives. Explain the impact of digital technology in managing the customer experience and its role in customer relationship management.
Answer :
Organization Selected : Hazev Restaurant Canary Wharf


Dock land academy is the academy which want to arrange the event for the students and customers. Academy has given the event to the restaurant Hazev and the employee of Hazev is to run in the planning and promotion of the event on the large scale. The report will include the digital technology used in the customer relation management and the strategies used by the restaurant to fulfil the need of customers. The customers service strategies and in what ways it will satisfy the need of customer is also discussed in report. Report would provide the knowledge to students regarding the digital technology used in the restaurants to satisfy need of customers.


P1 Examine use of Digital Technology in Managing the Customer Experience in the Restaurants and also include the Customer Relationship Management Systems.

Digital technology is used by restaurants to mange the service and satisfy customers. Technology can improve the Customer experiences while visiting the restaurant because they will be provided with the innovative ideas which will attract customers. CRM systems are used by restaurants to improve customer relations.

Digital technology will help the restaurants to keep customers upto data. These will provide awareness among the customers which are planning to visit the restaurant. Restaurants will use technology to provide the detail to customers regarding the offers and discounts which are given by restaurants. These would not need the major investment because this software is available easily and it would require only some employees to manage activity. Restaurant would use the low cost tools and focus on the improving the customer relation in restaurant (Goodman, J., 2019).

Customers will visit the restaurant for event but customers would fee free to give the feedback and reviews regarding the services. These will be made easy for customers by the way of digital technology. Customers would rate application and also provide the feedback and reviews regarding the services and food which was delivered to them. Customer would also give them specific comments for dishes which will be consumed by them. Communication is important and specially between customers and business. So restaurant must use the electronic communication for sharing the feedback and reviews (Tung Chen and Schuckert 2017).

Effective delivery of services and products which is delivered by restaurants. Nowadays restaurants are using the digital technology in which customers will order the food from home, and they would be delivered with the products at home. These would help the restaurants to use the services and deliver the right products on right time and also at right place. Restaurant would be promoted and marketing of restaurants would be done by the way of digital technology.

Use of digital technology will reduce the cost of restaurant on the staff and process of preparing the food. Employees work would be done by technology and only some employees would be recruited by restaurant to handle the technology. These will improve customer relation because some employees would only concentrate on work and these would not increase the conflicts among the employees. Due to use of technology customers would be provided with the low cost on products and these will satisfy customers. Customer relationship systems will improve the customer relation with the restaurant. Communication is must for maintaining any type if relations and so the digital technology has made the communication effective.

M1 Evaluate the Digital Technologies used in Managing the Customer Experiences

Restaurants will use the digital technology for improving the customers experiences in restaurant. It will use the customer relationship management systems which will provide the online services to customers and make the communication effective. So it will provide the low cost CRM and so it would make the cost low and it will have the image of restaurant which will provide service at low cost. These will have effect on the customers experiences and these will lend up good impression of restaurant in front of customers (Silver 2018).

D1 Critically Evaluate the Advantages and Disadvantages of CRM systems used in Service Sector.

There are various advantages of customer relationship management systems because it will have the impact on the customer experiences. CRM will provide the better customers service and these would make customer satisfied. There are certain disadvantages of system like cost of CRM is quit high as compared to the other systems. Poor communication among employees will create misunderstanding among employees. There is lack of leadership in the result if the CRM is active. These will have the result lack of leadership among the employees which are working in restaurant.


P2 Illustrate the Customer Service Strategies in Service Sector

Customer service strategies will include the various strategies which are used by customers. Customers need to give the feedback and reviews regarding the services which have been delivered to

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