Customer Journey Map - Guest Experience Enhancement Tool
How mapping customer journey helps enhance experience | key touch points in journey | learn from experts
Ehotel management school
Summary
- Reed courses certificate of completion - Free
- Tutor is available to students
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Overview
What you'll learn
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Customer journey map
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Guest Experience
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Hotel management
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Hotel operations management
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how to delight customers
Curriculum
Course media
Description
Customers are important for the business. In current times businesses need to spend time and effort in enhancing the customer experience with the business which can lead to better customer loyalty.
Customer loyalty leads to better profitability since It is cheaper to sell existing customers compare to finding new customers.
In order to enhance customer experience with the business, we need to map their touchpoints with business related to
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Discovery stage (before sale/booking)
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Booking Stage or inquiry stage
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Service delivery stage (arrival to the hotel stage and inhouse experience)
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Check out the experience and billing stage.
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Post sale experience i.e post departure experience,
In this course, we will explain the customer journey map with reference to the hotel. Though its very specific to the hotel, any industry can get benefitted from this as principals and processes remain the same.
The course is delivered by Mr. Sanjeev Nayar who is an expert in hospitality. he has led a hotel chain in India and has over 35 years of experience.
Who is this course for?
- front office associates
- food and beverage department
- hotel management students
- hotel managers
- hotel owners
Requirements
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None, you will learn from basics
Questions and answers
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Certificates
Reed courses certificate of completion
Digital certificate - Included
Will be downloadable when all lectures have been completed
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Legal information
This course is advertised on reed.co.uk by the Course Provider, whose terms and conditions apply. Purchases are made directly from the Course Provider, and as such, content and materials are supplied by the Course Provider directly. Reed is acting as agent and not reseller in relation to this course. Reed's only responsibility is to facilitate your payment for the course. It is your responsibility to review and agree to the Course Provider's terms and conditions and satisfy yourself as to the suitability of the course you intend to purchase. Reed will not have any responsibility for the content of the course and/or associated materials.