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Your task is to change this position of poor customer satisfaction, and as a first step, the Managing Director of Iceland Foods Ltd has asked you to make a fullCustomer Management Planfor the business. He handed over to you a copy of the "JULY 2020 UK Customer Satisfaction Index"

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and required your Plan to cover at least the following:

The company u have to choose is GREGGS

Greggs plc is a British bakery chain. It specialises in savoury products such as bakes, sausage rolls, sandwiches and sweet items including doughnuts and vanilla slices. It is headquartered in Newcastle upon Tyne, England.

and make a detailed customer management plan . all the headings and requirements are mention above each and every thing will be explain thoroughly

Service Blueprint should be included with all the details

A clearly identified target market using appropriate sources of data (eg. Mintel)

Analysis of the current Servicescape with proposed changes appropriate to the target market identified, supported by academic research. Visualisations of the proposed Servicescape changes can be added in the appendix.

A Customer Journey referred to the chosen customer segment.

A Blueprint showing how the customer would use the service with physical evidence, potentially fail and wait for points, and moments-of truth identified. This is intended both in the stores and online.

A service recovery plan which addresses the fail points identified on the blueprint and guidelines for staff on handling complaints.

The metrics or measures (KPIs) you would use to monitor service quality with the reasons for proposing these measures (appropriate to the target market).

The approaches to be used to build customer loyalty and repeated business (appropriate to the target market)

Customer Management Plan

Introduction

L The marketplace

The Market Segments relevant for Greggs and their relevance (size, etc)

Greggs's Target segments and their characteristics

Customer personas for the main segments (two are enough)

2Current Servicescapc and potential improvements (WIO)

Building Design

Signage Scnso1y cues

Physic31 Evidence

Holistic perception of the service environment

Any other aspect

3The Customer Journey (WI 7) (W24)

The stages, touchpoints, customers' objectives and Grcggs's objectives

Customer Experience (CX), KPls, MOT, possible nail-points and recovery points

4The Blueprint (WI 7)

Customer's actions, front stage and backstage pcrsom1el actions to support the process

Use Line of Interaction, Line of Visibility and Line of Internal action

Relationships and dependencies among the various blocks and timing related to the processes

Highlight possible Fail points, Wait time, Moments of Truth (MOT)

5Service Recovery Plan: Analysis of reasons for failure, identification and measurement of the fail points and recovery plan

Treatment errors -human failures during contact with customers

Tangible errors -failures in physical elements of service

SERVQUAL Gap 5 analysis (WJ6)

SERVUCTION model actions pointsidentify fail-safe methods for employees and customer's using both CJ and Blueprint (W 10)

(Contact Personnel/Service Provider Invisible organization and systems other customers, servicescape - from section 2)

Managing the Customer interface (see W20)

Service recovery (sec W 19) and Handling Customer feedback (W I I ) (W25)

6Metrics I measures (KPls) to use to monitor service quality (w25)

KPls and reasons for using them

7Building customer loyalty (W3, 4) (W25)

Value creation

Retention vs acquisition

The Loyalty Ladder

Customer satisfaction

8Conclusions

9Reference list

10Appendix