Development ideas for customer journey in Meetings & Events department of Clarion Hotel Helsinki
Perko, Iina (2023)
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023052413865
https://urn.fi/URN:NBN:fi:amk-2023052413865
Tiivistelmä
In customer service industry it is crucial to weigh in the customer experience. Customer experience can be affected by sensorial or social factor and past experiences. Customer experience is related to customer satisfaction and service quality. Even though customer experience has been around as long as services, it was not fully acknowledged until 1990’s authors Pine & Gilmore published their book Experience Economy.
Customer journey is a set of experiences which includes all the interactions and touchpoints customer has with an organization through out the customer life cycle, starting from awareness ending to loyalty. Customer journey might take only one interaction with the organization or might take weeks to be completed.
This thesis focuses on the overall picture of customer experience and customer journey development ideas in Clarion Hotel Helsinki. Customer journey is a relevant research topic because for every organization it is good to be aware of their customer’s touchpoints and pain points during their customer’s journey. The aim for this thesis is to point out especially the pain points and help the employees of the hotel to help the customers to overcome those. Because the multiple possibilities of event types, thesis demarcated to concern the day meetings in Clarion Hotel Helsinki.
The main focus of the customer journey is on the core-encounter, when the customer is physically present in the hotel. The research is done with using Service Design methods, for example interviews, observation, and benchmarking. The implementation of the research and writing of the thesis happened during spring 2023.
During research was found some pain points that customers of the hotel needs to overcome. One of the biggest was the signing in the hotel and how the signing might not always be clear for customers. Other pain point was internal communication between employees and being present for the customers. Based on the research can be concluded that with good and clear internal communication and being present these pain points can easily be overcome as these should be in the core of good customer experience.
Customer journey is a set of experiences which includes all the interactions and touchpoints customer has with an organization through out the customer life cycle, starting from awareness ending to loyalty. Customer journey might take only one interaction with the organization or might take weeks to be completed.
This thesis focuses on the overall picture of customer experience and customer journey development ideas in Clarion Hotel Helsinki. Customer journey is a relevant research topic because for every organization it is good to be aware of their customer’s touchpoints and pain points during their customer’s journey. The aim for this thesis is to point out especially the pain points and help the employees of the hotel to help the customers to overcome those. Because the multiple possibilities of event types, thesis demarcated to concern the day meetings in Clarion Hotel Helsinki.
The main focus of the customer journey is on the core-encounter, when the customer is physically present in the hotel. The research is done with using Service Design methods, for example interviews, observation, and benchmarking. The implementation of the research and writing of the thesis happened during spring 2023.
During research was found some pain points that customers of the hotel needs to overcome. One of the biggest was the signing in the hotel and how the signing might not always be clear for customers. Other pain point was internal communication between employees and being present for the customers. Based on the research can be concluded that with good and clear internal communication and being present these pain points can easily be overcome as these should be in the core of good customer experience.