Customer Experience: Value Proposition, Delivery, and Implications of Digital Disruption

Customer Experience

Table of Contents
INTRODUCTION...........................................................................................................................3
Value proposition of Tesco....................................................................................................3
How it delivers the customer experience................................................................................4
Target Customers....................................................................................................................4
The Six Pillars of Customer Experience Model.....................................................................4
Implication of Digital Disruption to the delivery of the Customer Experience.....................7
Strategic Recommendation.....................................................................................................8
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
Customer are the key ingredients for any business, without them organisation cannot
perform their operation activities. They are the one who purchases goods and services from
Company and drive revenue. It is important to make customer satisfy by fulfilling their needs
and requirements because satisfied person helps in increasing growth and productivity of
Business. The Organisation competes with each other to attract customers by providing better
services, developing unique products or by lowering their price to increase customer base. To
fulfil customer needs and requirements, some organisation monitors their customer relationship
to improve its products and services (Kuppelwieser and Klaus, 2021). For increasing the growth
and operation of business it is necessary to make consumer feel happy by providing good and
services according to their taste and preferences. Customers are generally classified according to
their demographic for example, race, income level, age, geographic location, gender and
ethnicity which helps businesses o identify their target market and focus on particular segment.
To improve customer satisfaction, the organisation must understand customer’s needs and collect
feedback from them (Trischler, Zehrer and Westman, 2018). Tesco is a multinational groceries
and general merchandise retailers; they focus on providing products and services at low cost to
increase their customer base. There first priority is to offer best services with supreme quality to
people at affordable price which makes them unique and leads to gain higher profitability. The
report covers value proposition of Tesco and its target segment on which they are focusing. In
the project, six pillars of customer experience model are also discussed by applying on Tesco and
its implications of digital disruption to the delivery of customer experience in Organisation.
Value proposition of Tesco
The Value proposition of Tesco is to understand customer better than anyone, Company
wants to be energetic, innovative and first for customers. They are using their strength to deliver
unbeatable value to consumers. The Organisation treat customer according to the way they like
to be treated. They have adopted a strategy of reducing price to attract more and more customers.
Tesco has also maintained its product quality as by reducing the price. By using this strategy,
company ensures that no one could match their price of products.