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Question: Discuss About The Managing Customer Experience Relationships? Answer: Introduction Thai Pothong is among the best-rated restaurants in Sydneys Newtown district. It is the favorite destination for Thai food lovers for almost 20years now. The attraction for this restaurant is its genuine Thai food, their perfect services and their mesmerizing Thai ambience (Yang, 2015). However, their services are very much customer satisfactory as concluded from personal experiences as well as their ratings from other customers. On the other hand, the Altitude Restaurant which is also situated in Sydney is providing the customers with a different experience because people can dine here viewing the beautiful city as the hostel at the very top with French cuisine. However, it has honored with many awards but still it lacks good customer experience. Body Proto-persona diagram for poor experience components Values and behaviors- Providing good quality food Specialization in French cuisine The customers can view the whole city while dining Diagram Demographic information Popular restaurant in Sydney Needs and goals Customer service needs special attention as it is not up to the mark Customer service management must be their goal to achieve loyal and satisfied customers. Values and behaviors- they serve good food to their customers, their specialty is French cuisine, it is a roof top restaurant thus, customers gets an additional benefit of viewing the whole city of Sydney and enjoying their dinner Demographic information- one of the popular restaurants in Sydney Needs and goals- the customer service was not up the mark as complained by many of the customers. Thus, their goal must be that they should focus more on their customer service management so that their customers remain more satisfied and loyal to them The most important pain points of Altitude restaurant is that their customers are not adequately informed about their rules and regulation. Their priority should be the customers need but they are not at all emphasizing on that that (MIRANI FARAHANI, 2015). The concept of Customer centricity from Customer experience management (CEM) can be applied here which explains that in any organization their main attention should be on the customers wants, necessities and beliefs while making any kind of decisions so that their business can succeed in the market (Peppers Rogers, 2016). This factor of prioritizing their customers was completely missing from their side. Another point was that the waiters are not well trained. They were found collecting the plates while the customer has not finished their foods. Thus, the concept of customer experience can be put to this that explains that the relationship the customer builds with any organization from the interaction they have with the employee s, their prospects and the processes (Teixeira et al., 2012). Thus, a good experience can be beneficial because the customer will definitely return but a bad experience like this will be insulting for the customers. Proto-persona diagram for good experience components Diagram Needs and goals More variations in their menu Making the cooked chicken little softer Demographic information located in the Newtown district of Sydney this restaurant doing business for more than 20 years They also opened new branches and takeaway stores. Values and behaviors Provides best services to their customers Food and ambience is also taken care of Values and behaviors- their main values that this restaurant has is to provide their customers with best services possible, the original Thai food and best ambience where their customers can spend an enjoyable moment Demographic information- located in the Newtown district of Sydney this restaurant is doing business for more than 20years. They have their branches in Marrickville and also shops for the customers who wants to takeaway food at Newtown train stations Needs and goals- they must come up with more variations in their foods. Very few customers have complaints about their chicken being rubbery. Thus, their goal must be to come cover up these few limitations Thus, it can be very well understood that their priority is their customers. They know that customers who visit restaurants want their food to be served as early as possible and they do exactly this. They are very quick at serving their customers with the foods they have ordered. Another positive point is that for the customers who love spicy food they have various delicious chili options. Thus, the concept of customer journey and customer experience is easily described here (Rai, 2012). The first concept says that the satisfaction of the customer depends on the total interaction the customers have from different aspects of the customer life cycle and the experience of the customer that they get interacting with the prospects and the services they are encounter with in an organization makes their experience satisfying and loyal (Spiess et al., 2014). Compare and contrast between the two experiences Altitude and Thai Pothong restaurant is among the well-known restaurants in Sydney. However, from personal experiences it has been found that Altitude provides a bad customer experience and Thai Pothong provides a better experience to their customers. The main reason is one applies the tactics of customer experience management (CEM) appropriately to their business where as the other do not. CEM is the discipline that the organization shows by paying complete attention to their activities and practices they apply in their business focusing mainly on the needs of the customers individually (Homburg, Jozi? Kuehnl, 2017). CEM is all about how an organization can engross their customers in a right way fully attending the needs and wants to each customer during the customers journey with the organization. Thus, Thai Pothong restaurant is found having better customer experience management because as observed from the personal experience and customers feedback that they have less complaints regarding their restaurants which means that their needs and wants are well satisfied by the restaurant. On the other hand, Altitude restaurant is not at all using this tactic, as they should. Their customers complain are high with low customer satisfaction. Both the restaurants have good quality food that is considered tasty by their customers. Nevertheless, the only lacking negative point that makes Altitudes customers disappointed is their lack of appropriate services to their customers. Thus, one restaurant is having a better customer satisfaction with high ratings in the market and the other is lacking far behind in managing their customers experience (Grnholdt et al., 2015). Conclusion To conclude this report, it can be said that customer experience management (CEM) is an important factor for any business. The two chosen restaurants Altitude and Thai Pothong are among the well know restaurants in Sydney but Thai Pothong uses the strategy of customer experience management in a smarted way whereas, Altitude lacks in the proper utility of the concepts of CEM. Therefore, Altitude restaurant provides a poor experience to their customers leaving them unsatisfied whereas, Thai Pothong is providing a good experience and fully emphasizing on their customers needs and expectations. Reference Grnholdt, L., Martensen, A., Jrgensen, S., Jensen, P. (2015). Customer experience management and business performance.International Journal of Quality and Service Sciences,7(1), 90-106. Homburg, C., Jozi?, D., Kuehnl, C. (2017). Customer experience management: toward implementing an evolving marketing concept.Journal of the Academy of Marketing Science,45(3), 377-401. MIRANI, S. Z., FARAHANI, B. M. (2015). PRIORITIZING THE FACTORS OF INTERNAL ENVIRONMENT AFFECTING ON CUSTOMER SATISFACTION IN FAMILY CHAIN RESTAURANTS (CASE STUDY: FAMILY-CHAIN RESTAURANTS OF NARENJESTAN).International Journal of Marketing, Financial Services and Management Research,3(6). Peppers, D., Rogers, M. (2016).Managing Customer Experience and Relationships: A Strategic Framework. John Wiley Sons. Rai, A. K. (2012).Customer relationship management: Concepts and cases. PHI Learning Pvt. Ltd.. Spiess, J., T'Joens, Y., Dragnea, R., Spencer, P., Philippart, L. (2014). Using big data to improve customer experience and business performance.Bell Labs Technical Journal,18(4), 3-17. Teixeira, J., Patrcio, L., Nunes, N. J., Nbrega, L., Fisk, R. P., Constantine, L. (2012). Customer experience modeling: from customer experience to service design.Journal of Service Management,23(3), 362-376. Yang, R. (2015). Employee's personal competency, commitment, social interaction, job satisfaction and job performance and proposed organization development intervention: a case study of Thai Mee Co., Ltd.