customer journey.doc - ASSIGNMENT 2 CUSTOMER JOURNEY...

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ASSIGNMENT 2 CUSTOMER JOURNEY MAPPING Persona: Business Traveller: These people expect fast services, accessibility, an environment that enhances productivity and to relax. These people are always under time constrain. Customer journey mapping for Hotel Hilton brand STAGE 1) BOOKING 2) PAID PARKING 3) GUEST CHECK-IN TARGER EXPERIENCE Interactive experience with chat-bot, easy to navigate and quick to load hotel website Vallet personnel arriving to take the guest’s car for parking. Check-in Kiosk at the lobby TOUCHPOINTS WITH WHAT WITH WHO Hotel website booking through mobile devices by using mobile application. Vallet personnel greeting the guest and opening door for him. Fast and interactive kiosk ,machine for check in. Customer Process Thinking Feeling Customer will experience fast and easy way to book the room. Customer will feel welcoming and important by the gesture made by the vallet person.
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