Consumer Experience: A Case Study of Wilko

CONSUMER EXPIRIENCE
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TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................2
MAIN BODY...................................................................................................................................2
1. Setting out what the value proposition is of the selected organization....................................2
2. Setting out how this manifest itself in how it delivers the customer experience.....................3
3.Setting out who are its customers by frequency of use by key demographics and how they
may relate to 1 and 2....................................................................................................................4
4.Setting out what is The Six Pillars Of Customer Experience Model........................................5
5. Critically applying the application of six pillar CX model within organisation......................6
6. Implications of digital disruption to delivery of CX for firm..................................................7
7. Recommendations to organisation for improvising the CX....................................................8
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Consumer experience CX refers to the impression which the consumer has of organisational
brand. It emphasises on relationship between firm and their customers, every organisation works
on improvising their consumer experience in order to get positive response and to accelerate their
revenue rate. Present study is based on Wilko, UK based high street retail company that deals
with household products and services and aims to provide better consumer experience with their
unique services. Following report will be going to cover value proposition of organisation, it also
covers six pillar of CX model and its application to firm. Moving further report will also discuss
implications of the digital disruption to delivery of CX.
MAIN BODY
1. Setting out what the value proposition is of the selected organization.
The value preposition acts like the statement which clearly defines the advantage of
products and services that company delivers in the market. Wilko is retail store that sales
homewares and the household goods across countries and it is running since last 90 years.
Company has always focused to make life of individual better every day which is done by
pulling resources together (da Costa Fernandes and et.al., 2020). The unique product selling
proposition of Wilko is to offer vast range of products in the market with slogan that is little
won, we call them. They offer wide variety of services and tries to make home a luxury place for
their client. The chart to describe unique Preposition of company in market is as follows-
Wilko Competition
PRODUCTS Hardware store providing
various products such as
glassware, cookware, cutlery,
Cake decorating items.
Hardware store but with less
number of products.
CONSUMER SEGMENT Females that ages 25 to 50
years.
Females that ages between 30
and 40 years.
VALUE PREPOSITION Price and value of the products.
Trust of consumers.
Convenience while purchasing
Local Support.
Luxury products.
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