The practice of customer experience management in bars in Mayo and Sligo

Abstract

This thesis investigates the practice of Customer Experience Management in Bars in Mayo and Sligo. There is little evidence of research conducted into customer experience management in bars in Ireland, hi addition, the bar industry is said to be in decline in Ireland. The study identifies and prioritizes critical touch points for bars, capturing customer preferences and motivations for what enhances their experience in a bar. It establishes the role of staff in customer experience and discusses customer advocacy in the bar trade. The document also details case studies on four different styles of bars and outlines the efforts they are taking to manage their customers experience. The study examines current and past literature on the topic of Customer Experience Management. The primary research study utilizes focus group, questionnaires and interviews. The findings are detailed within the study. The study closes with conclusions on each of the objectives and uncovers improvement opportunities and potential weaknesses.