relationship marketing
The process within Customer Relationship Management (CRM) and focuses on customer retention, satisfaction and lifetime customer value.
Customer experience managers monitor customer experiences by creating, evaluating and improving the customer's interaction organisations in the hospitality, recreation or entertainment industry. They develop plans of action to optimise all aspects of the customer's experience. Customer experience managers strive to ensure customer satisfaction and boost company profits.
Competences and skills
49 ESCO relationsEssential knowledge 1 competence
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
0 competencesNo competences in this bucket.
Cross-sector
1 competenceEssential skills and competences 19 competences
Occupation specific
1 competenceidentify stress points of customer interaction
Determine inefficiencies, anomalies or inconsistencies in the way customers see your brand, service or product.
Sector-specific
2 competencesensure information privacy
Design and implement business processes and technical solutions to guarantee data and information confidentiality in compliance with legal requirements, also considering public expectations and political issues of privacy.
use e-tourism platforms
Use digital platforms to promote and share information and digital content about a hospitality establishment or services. Analyse and manage reviews addressed to the organisation to ensure customer satisfaction.
digital
Cross-sector
16 competencesanalyse business plans
Analyse the formal statements from businesses which outline their business goals and the strategies they set in place to meet them, in order to assess the feasibility of the plan and verify the business' ability to meet external requirements such as the repayment of a loan or return of investments.
analyse data about clients
Study data about clients, visitors, customers or guests. Gather, process and analyse data about their characteristics, needs and buying behaviours.
comply with food safety and hygiene
Respect optimal food safety and hygiene during preparation, manufacturing, processing, storage, distribution and delivery of food products.
design customer experiences
Create customer experiences to maximise client's satisfaction and profitability.
develop strategies for accessibility
Create strategies for a business to enable optimum accessibility for all clients.
ensure cross-department cooperation
Guarantee communication and cooperation with all the entities and teams in a given organisation, according to the company strategy.
handle customer complaints
Administer complaints and negative feedback from customers in order to address concerns and where applicable provide a quick service recovery.
improve business processes
Optimise the series of operations of an organisation to achieve efficiency. Analyse and adapt existing business operations in order to set new objectives and meet new goals.
maintain customer records
Keep and store structured data and records about customers in accordance with customer data protection and privacy regulations.
maintain customer service
Keep the highest possible customer service and make sure that the customer service is at all times performed in a professional way. Help customers or participants feel at ease and support special requirements.
- Scope note
- Might include keeping the customers informed about the current status of their orders or waiting times.
manage the customer experience
Monitor, create and oversee customer experience and perception of brand and service. Ensure pleasant customer experience, treat customers in a cordial and courteous manner.
measure customer feedback
Evaluate customer's comments in order to find out whether customers feel satisfied or dissatisfied with the product or service.
monitor customer behaviour
Oversee, identify and observe the evolution of the customer's needs and interests.
monitor work for special events
Oversee activities during special events taking into account specific objectives, schedule, timetable, agenda, cultural limitations, account rules and legislation.
plan medium to long term objectives
Schedule long term objectives and immediate to short term objectives through effective medium-term planning and reconciliation processes.
provide improvement strategies
Identify root causes of problems and submit proposals for effective and long-term solutions.
Optional knowledge 5 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
2 competencesecotourism
The practice of sustainable travel to natural areas that conserve and support the local environment, fostering environmental and cultural understanding. It usually involves the observation of natural wildlife in exotic natural environments.
green
self-service technologies in tourism
The application of self-service technologies in the tourism industry: performing online bookings, self-check-ins for hotels and airlines, allowing clients to perform and complete reservations by themselves using digital tools.
digital
Cross-sector
3 competencesaugmented reality
The process of adding diverse digital content (such as images, 3D objects, etc) on surfaces that exist in the real world. The user can interact in real-time with the technology by using devices such as mobile phones.
digital
customer segmentation
The process whereby a target market is divided into specific sets of consumers for further market analysis.
virtual reality
The process of simulating real-life experiences in a completely immersive digital environment. The user interacts with the virtual reality system via devices such as specifically designed headsets.
digital
Optional skills and competences 24 competences
Occupation specific
1 competencelead a team in hospitality service
Guide and direct a team towards a common goal such as the contentment of the customers and a good customer service and interaction.
Sector-specific
11 competencesdemonstrate intercultural competences in hospitality services
Understand, respect and build constructive and positive relations with intercultural clients, guests and collaborators in the field of hospitality.
educate on sustainable tourism
Develop educational programmes and resources for individuals or guided groups, to provide information about sustainable tourism and the impact of human interaction on the environment, local culture and natural heritage. Educate travellers about making a positive impact and raise awareness of environmental issues.
green
engage local communities in the management of natural protected areas
Build a relationship with the local community at the destination to minimise conflicts by supporting the economic growth of local tourism businesses and respecting local traditional practices.
green
identify customer's needs
Use appropriate questions and active listening in order to identify customer expectations, desires and requirements according to product and services.
implement sales strategies
Carry out the plan to gain competitive advantage on the market by positioning the company's brand or product and by targeting the right audience to sell this brand or product to.
improve customer traveling experiences with augmented reality
Use augmented reality technology to provide customers with enhanced experiences in their travelling journey, ranging from exploring digitally, interactively and in more depth tourist destinations, local sights and hotel rooms.
digital
manage conservation of natural and cultural heritage
Use revenue from tourism activities and donations to fund and preserve natural protected areas and intangible cultural heritage such as crafts, songs and stories of communities.
green
measure sustainability of tourism activities
Collect information, monitor and assess the impact of tourism on the environment, including on protected areas, on local cultural heritage and biodiversity, in an effort to reduce the carbon footprint of activities in the industry. It includes running surveys about visitors and measuring any compensation required for offsetting damages.
green
promote virtual reality travelling experiences
Use virtual reality technology to immerse customers into experiences such as virtual tours of a destination, attraction or hotel. Promote this technology to allow customers to sample attractions or hotel rooms virtually before making a purchasing decision.
digital
support community-based tourism
Support and promote tourism initiatives where tourists are immersed in the culture of local communities usually in rural, marginalised areas. The visits and overnight stays are managed by the local community with the aim of supporting their economic development.
support local tourism
Promote local products and services to visitors and encourage the use of local tourism operators in a destination.
green
Cross-sector
12 competencesassist clients with special needs
Aid clients with special needs following relevant guidelines and special standards. Recognise their needs and accurately respond to them if needed.
conduct qualitative research
Gather relevant information by applying systematic methods, such as interviews, focus groups, text analysis, observations and case studies.
conduct quantitative research
Execute a systematic empirical investigation of observable phenomena via statistical, mathematical or computational techniques.
detect drug abuse
Identify people under excessive use of alcohol and drugs inside a facility, effectively deal with these people and supervise customers own safety while applying relevant regulations.
develop inclusive communication material
Develop inclusive communication resources. Provide appropriate accessible digital, print and signage information and apply the appropriate language to support the representation and inclusion of people with disabilities. Make websites and online facilities accessible, e.g., ensuring compatibility with screen readers.
digital
greet guests
Welcome guests in a friendly manner in a certain place.
implement marketing strategies
Implement strategies which aim to promote a specific product or service, using the developed marketing strategies.
maintain incident reporting records
Keep a system for recording details of unusual events that occur at the facility, such as job-related injuries.
manage health and safety standards
Oversee all personnel and processes to comply with health, safety and hygiene standards. Communicate and support alignment of these requirements with the company's health and safety programmes.
perform market research
Gather, assess and represent data about target market and customers in order to facilitate strategic development and feasibility studies. Identify market trends.
plan shifts of employees
Plans shifts of employees to ensure completion of all customer orders and satisfactory completion of the production plan.
train employees
Lead and guide employees through a process in which they are taught the necessary skills for the perspective job. Organise activities aimed at introducing the work and systems or improving the performance of individuals and groups in organisational settings.