These things are essential for converting the visitor

Info icon This preview shows pages 6–8. Sign up to view the full content.

of food are also clicked by professional photographers for attracting the customers. These things are essential for converting the visitor into customer. Review sites: Customers often checks for reviews of hospitality service provider after visiting their website. They checks for reviews after they got attracted by the website of service provider (Peppers and Rogers, 2016) . Fivefield is providing improved and quality based food products due to which their reviews by the old customers are positively impacting the decision of customers to visit the restaurant. Fivefield must adopt new strategies for getting the positive reviews from existing customers which will attracts new customers also. Restaurant Environment: In hospitality industry, Customers look for healthy and peaceful environment for having food with their family and friends. Through establishing such environment in their restaurant, Fivefield can maintain healthy relationship with customers for giving them a message to visit again. Telephone: Customers often takes information from service provider regarding their provided services such as place, products, prices etc.. Management of Fivefield must place a skilled and experienced telephone communicator for such enquiries as a skilled worker will provide the information easily and conveniently for a positive impact on the mindset of the individuals. Restaurant Staff: Services are considered as an integral part which is provided by the staff in hospitality sector. Workers are called as the face or backbone of an organisation who are held liable for impacting a good image on the mind of customers. Fivefield must train their employees accordingly for serving the customers reliable and effective services. P4: Discuss how the customer touch-points throughout the customer experience create business opportunities for a selected service sector organisation Touch-points refers to the interaction of the end users with the services provided by the restaurant. These points assist the consumers to identify the experiences of the resources provided to them (Lemon and Verhoef, 2016) . Touch-points may be used for mapping the experience of the customers. There are various touch points available for mapping the experiences which are given below: Website: It is the first step through which customers determine the quality of services provided by the restaurant. The information regarding the food and menu should be clearly 4
Image of page 6

Info icon This preview has intentionally blurred sections. Sign up to view the full version.

evident and true on website. Positive response from customer means that they wants to visit the restaurant whereas negative response means that customer is not satisfied with this touch point. This touch point can increase the productivity of the business if done correctly. Telephone: This is another aspect which effects the mentality of the customer. The information should be clearly specified to customer on telephone regarding the services and products. Through this, If the customer is not satisfied then they will seek other restaurant..By improving this touch point, Fivefield can improve their customer base also for generating more profit and productivity (Chathoth and et. al., 2016)
Image of page 7
Image of page 8
This is the end of the preview. Sign up to access the rest of the document.
  • Fall '18
  • jj nehru
  • Customer relationship management, target customer groups, Fivefield restaurant

{[ snackBarMessage ]}

What students are saying

  • Left Quote Icon

    As a current student on this bumpy collegiate pathway, I stumbled upon Course Hero, where I can find study resources for nearly all my courses, get online help from tutors 24/7, and even share my old projects, papers, and lecture notes with other students.

    Student Picture

    Kiran Temple University Fox School of Business ‘17, Course Hero Intern

  • Left Quote Icon

    I cannot even describe how much Course Hero helped me this summer. It’s truly become something I can always rely on and help me. In the end, I was not only able to survive summer classes, but I was able to thrive thanks to Course Hero.

    Student Picture

    Dana University of Pennsylvania ‘17, Course Hero Intern

  • Left Quote Icon

    The ability to access any university’s resources through Course Hero proved invaluable in my case. I was behind on Tulane coursework and actually used UCLA’s materials to help me move forward and get everything together on time.

    Student Picture

    Jill Tulane University ‘16, Course Hero Intern