Understanding and Engaging in the Customer Experience
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This report explains the importance of customer experience, brand experience, and customer relationship management. It covers quality management and academic quality models with examples. The report also evaluates ASDA's customer experience and provides recommendations for businesses.
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Table of Contents PART 1............................................................................................................................................3 INTRODUCTION...........................................................................................................................3 MAIN BODY...................................................................................................................................4 Evaluation and investigation of customer experience of the retail organisation).......................4 Tech vs human touch..................................................................................................................4 Customer experience and brand experience................................................................................5 Customer relationship management............................................................................................6 Recommendations.......................................................................................................................7 Two academic quality models/theories with examples...............................................................9 Quality management in order to develop customer relationship management.........................10 CONCLUSION..............................................................................................................................11 REFERENCES..............................................................................................................................12
PART 1 INTRODUCTION In the era of stiff competition between different companies it is essential for a business entity to develop and manage effective customer relationship management (Barari, 2020). The various companies in international and national market on developing customer experience using effective techniques to increase customer satisfaction. It should be the major responsibility of a company to develop customer experience in a set time frame for long term success of the company. In this report example of ASDA supermarket chain which is a giant multinational UK based company. The company was established in the year 1994 and is headquartered in Leeds, United Kingdom. In this report various dimensions and parameters of handling customer experience are explained. In this project major quality management models are mentioned which helps a business to maintain desired quality in distribution of products and services. This report also covers brief explanation of developing customer relationship management in order to gain long term success.
MAIN BODY Evaluation and investigation of customer experience of the retail organisation) In the retail industry, customer experience enhancement is the major function of a business entity which helps the company to deliver global standard services to customers. The customer experience related to a product or service depends on the quality of services which are provided by a business. ASDA provides 24*7 supports for after sales service in order to provide effective solutions related to products and its usage. In the retail industry major companies are also using information and technology to develop effective customer support. The companies are also trying to compete with each other by engaging professional and skilled workers in customer relationship management. The retail organisation like ASDA should look into needs and demandsofcustomerstoprovideproductsandservices.Thecompanyalsofocuseson developing a precise marketing plan which is useful in facilitating customer engagement to the business entity. Tech vs human touch Technology In order to provide best customer experience services, the technology and human approach both play a vital role. This also helps the company to manage customer experience by using effective techniques in IT field. The companies use big data management technology to manage large amount of data of customers(Hedonists, 2020)This helps the company to segment and divide market on the basis of database management which supports a company to remain competitive. The management information system is used by major companies like ASDA to developtechnologicalsupervisionondifferentoperationstoremaincompetitiveatthe marketplace. It also helps in developing major control on different operations and functions that are useful in management of operations. However, the technology is limited resource in managing customer experience and it requires human resource. Human touch This is a major approach which helps a company to develop effective relationship with customers as it requires human efforts. ASDA mainly prefers human involvement in managing customer relationship for better results. The human manpower should be trained in a professional manner in order to develop effective competitive edge. Companies in international market should
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deploy trained and skilled staff in development of customer relationship for long term growth of the organisation. Humans have intelligence and mind which helps in handling different situations of customer experience. The employees who are deployed in customer relationship management are given proper instructions by company to remain competitive at the marketplace. In the short and long run this approach will help company to deliver best business practices with major advantage. In most of the cases human resources helps a company to deliver desired practices which are helpful in development and expansion of business operations. Customer experience and brand experience Customer experience is a type of happening which is observed by a customer when the purchase of product or service is done. In order to develop effective customer experience it is the responsibility of management to choose all resources in a significant manner. It is also ethical role of a leader to develop positive customer experience for effective business development. The customer experience is also known as business efforts which are put by an organisation for business development(Helmy, 2020). It is major role of a company to develop positivity in the operations for long term expansion of business. In order to achieve desired objectives of customer experience, it is moral duty of management of a company to develop a positive business approach. The customer experience is also a great phenomenon which seeks attention of different users of product. Advertising also play a crucial role in developing effective parameters for the business and also play a major role in developing customer experience. In major companies, the organisational policy is important to be developed in a systematic manner for long term business growth. The customer experience mainly depends on effectiveness of the strategy which is formulated by a business in order to develop precise market approach. Most of the successful business companies in the marketplace prefer to satisfy customer by managing an effectivesourceofmanagement.Thecustomerexperienceismainlyrelatedtodevelop effectiveness in business functioning by managing resources in an optimum manner. Brand experience The brand experience is attached with use of effective usage of brand in order to meet organisationalobjectives.Most of the famous internationalbusiness firmsdevelopbrand experience by manufacturing brand with the help of total quality. The quality management is a major type of functional body which maintains superior quality in products and services for customer feedback. In the brand experience, customer gets full value of money. If the example of
Nike is taken into consideration then, it will lead to develop a major approach which is effective in developing fair objectives(Homburg, 2017).The brand experience is developed by a major brand at the marketplace, which helps a company to increase its value in the market. Also there is a need to develop effective strategy which is required by a company to maintain brand image. In the functioning of a business brand experience is developed with the help of effective business techniques designed by management. The management hierarchy is also a major dimension which plays a key role in increasing the interest of different customers towards the brand. It is important for customers to facilitate business development by providing effective benefits to users. In the most of cases, brand experience also plays a critical role in deciding important parameters of business functions. The importance of developing has increased in the recent times due presence of stiff competition companies. In many companies, the customer relationship management is responsible for bringing necessary aspect of brand testing in order to develop effective measures for growth. In the major companies, the brand experience is developed by using advice of professional experts. The major companies provide effective brand experience to different users in order to gain competency edge. In most of the cases related to business development, it is major role of a company to develop business growth parameters. Many different brands like Nike, Adidas and Puma also take help and support of marketing experts to remain competitive at the marketplace. Also the companies take into consideration prices of major products with increase in stability of product. In order to develop the desired marketing goals and objectives, major companies in the marketplace, take into consideration effective business plan(Koetz,2019)Brand experience also creates a deep attachment of the customers towards the business and its products. In order to deliver best brand experience, it is major role of a company to provide 24*7 customers brand experience. Companies should also choose the universal techniques of brand management in order to achieve long term objectives and marketing goals. In recent times, the importance of brand experience is increasing with the major company development parameters. The companies should also focus on providing free of cost service related to a product in order to increase total sales and revenue. Customer relationship management The customer relationship management is a wider term which involves creation of effective customer management policy to develop satisfaction of major customers. The target
customers are retained and maintained with the help of professional customer relationship management. ASDA developed a systematic customer relationship management, which helps the company to increase satisfaction of different customers with competitive edge. The companies in global market also apply this technique in order to attract large number of customers for the business (Yoon, 2017). Major successful companies in global marketplace develop CRM for achievement of sales targets in a specified time frame. The customer satisfaction is the major priority of ASDA, which helps the company to seek attention of different segments of target customers. Customer relationship management also develops a major strategy which helps in retaining major customers with effective measures and methods. The customer relationship management in corporate world is used by many companies by taking into consideration support ofmarketingmanagement.Manycompaniesintheinternationalmarketalsotakeinto consideration development of decision management theory in order to understand demand trends of market. The companies should also take into consideration global customer management policy in order to understand the needs of customers. In majority of cases, the companies use management information system in order to develop and keep support related to company functioning. The companies should also focus on delivering customer service to any corner of world in order to establish the desired brand management(Nim, 2021).The quality management also play a key role in developing effective parameters of customer satisfaction. Customers also develop quality management with the help of company and organisational policy for long term success of company. Many successful business entities take into consideration the use of email and internet to provide quick solutions related to customer relationship. The companies should also use big data technology in order to develop effective approach for CRM. Most of the successful companiesalsomaintainthebusinessgrowthbyhiringqualifiedworkforceincustomer relationship management. The companies also select the effective and precise matters of CRM to gain effective and stable growth in a short span of time. Recommendations It is recommended for ASDA to develop effective business practices which are helpful in keepingthecustomersinclinedtowardsbusinessorganisation.Thefollowingare recommendations for ASDA to develop customer experience:
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Feedback from customers-It is essential for a business entity to take regular feedback from different customers in order to survive at the marketplace. The company should formulate a feedback form, which should be filled by every customers. This will help the company to develop desired modifications in products and services. This approach will indirectly or directly helpful in increasing customer experience in a short period of time. Market survey-ASDA should perform market research at the starting of every financial year to understand wants and needs of different customers. Market survey helps a company to deliver best business practices with the help of organisational policies and plans(North,2021).Themarketsurveyshouldbedevelopedwiththehelpof professional marketing management of the company in order to survive at marketplace with competency edge. Application of management models and theories- The business entity can use various universally adopted theories and models of management to develop customer experience in a systematic manner. There are major companies in corporate world like Tesco, Marks and Spencer and ASDA which uses tools like Marketing mix and STP analysis to gain desired market growth. Quality management- This is the major approach which helps a business entity to develop customer experience. Quality management helps a company to develop its reputation and goodwill in a limited time frame. ASDA can take support of productions and operations management to develop quality with the help of modern tools and technique.ItisrecommendedforASDAtofrequentlyinspireemployeesusing universally adopted theories of motivation for business growth. ASDA should use information and technology in major operation of the company to reach correctness in different functions(Özbük, 2020).Another recommendation for ASDA is the company should use social media advertising in order to achieve customers in different parts of the earth. The company should meeting point on operations and production department for producing high quality products and services at the marketplace.
Two academic quality models/theories with examples In the functioning of a business organisation at the marketplace, the quality management is a major function which helps a company to gain sustainable growth. The academic quality models are effective measures that help a company to increase the standard in products. With the help of total quality models and theories, a company can easily increase its reputation in the marketplace. The two major quality management are explained below: ï‚·Total quality management-This is the universally adopted approach which is helpful in maintaining precise quality in products. The total quality management helps a company to deliver best policy by operations management that helps a company to serve customers. In this approach the products which are manufactured by the company are maintained with sincere management approaches. The whole quality in products is managed with the help of this model. It helps in developing a 360 degree approach that is beneficial in increasing company strength. Also the companies take into account effective supervision and control which makes the product consumable(Raman, 2021).A company like Nike maintains total quality management by hiring skilled workers in the production. Also the business entity should manage labour and manpower with utmost sincerity in order to develop market success. The companies also take into account quality testing in order to provide total quality management in an effective manner. ï‚·Crosby Zero defects theory-This is a major theory and is used by famous companies like Levis, Flying machine in order to develop systematic approach. This approach states that it is the major responsibility of a business to develop zero or no defect in a product. In other words this technique helps a business to provide products and services to gets test several times in order to develop effective quality (Rather, 2020).This helps a business to develop desired products with effective quality as the product is tested several times in a unique manner. In this process the quality management of a business, starts the testing of product from the very beginning till the end. In this technique, the product or final output which is produced by the company is having minimum or zero defects. This helps a business
to develop ethical practices which are helpful in desired competitive advantage. Companies maintain zero defects in products in order to seek attention of different customers. The companies in international market mainly take into consideration thispolicytodeliverdesiredproductsontime(Roy,2018).Althoughthis procedure takes long time and efforts by the business to deliver best products. It also demands for a major amount of investment in order to perform the next procedure. The major companies in national market also use this approach to stand for best quality products at the marketplace. In the corporate world this approach can be also used to deliver best services for products and also increase the customer satisfaction with utmost priority. Quality management in order to develop customer relationship management The quality management increases sales of the company along with increasing its turnover and profitability in a time frame. If the quality of company's goods and services is optimum, then products which are produced by the company remain long lasting for the customers. In the corporate world all of the successful global companies try to achieve quality management for leading the marketplace. Customer relationship management is important for the company in order to develop all operations in a systematic manner. The quality management should be done with the help of marketing management in order to develop business objectives and goals in a short span of time (Waqas, 2021). After taking major feedbacks from employees and customers, the quality management performs necessary changes in product development process or procedure. ASDA should focus on developing quality, in order to gain competitive advantage at the marketplace along with increasing satisfaction of the customers.
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CONCLUSION From the above stated report it can be concluded that developing a positive customer experience will help a company to retain customers. In the functioning of a company at the marketplace, this approach also helps a business entity to retain target customers in a short span of time. This project concludes that it is major role of top level and strategic management to develop desired changes in business operations in order to enhance customer experience. The above discussion concludes that in the long run companies should develop effective customer relationship management in order to gain desired market growth. Major companies in market should use quality management tools and models in order to understand needs and demands of different customers.
REFERENCES Books and Journals Barari, M., Ross, M. and Surachartkumtonkun, J., 2020. Negative and positive customer shopping experience in an online context.Journal of Retailing and Consumer Services,53, p.101985. Hedonists, I., 2020. Managing Customer Experiences in an Omnichannel World: Melody of Online and Offline Environments in the Customer Journey.optimization,213, p.223. Helmy, Y.M., Abdelgaber, S.,. and Montasser, H.S., 2020. A conceptual ontological framework for managing the social business process to enhance customer experience.Knowledge and Process Management,27(4), pp.262-271. Homburg, C., Jozić, D. and Kuehnl, C., 2017. Customer experience management: toward implementinganevolvingmarketingconcept.JournaloftheAcademyofMarketing Science,45(3), pp.377-401. Koetz, C., 2019. Managing the customer experience: a beauty retailer deploys all tactics.Journal of Business Strategy. Nim, N., 2021. Defining, Measuring, And Managing Networked Customer Experience: A Multi- Method Study of Mobile Payment Applications in Retail Settings. North, J., Clarke, H. and Swords, V., 2021. The digital future of customer experience: Managing key risk.Governance Directions,73(2), pp.81-84. Özbük, R.M.Y., Ünal, D.A. and Oktay, B., 2020. The Melody of Omnichannel Customer ExperienceManagement(OCCEM).ManagingCustomerExperiencesinanOmnichannel World:MelodyofOnlineandOfflineEnvironmentsintheCustomerJourney,Emerald Publishing Limited, Bingley, pp.133-152. Raman, S., Suki, N.M. and Chinniah, S., 2021. Managing Service Trade-Off for Better Customer Experience. InHandbook of Research on Technology Applications for Effective Customer Engagement(pp. 289-301). IGI Global. Rather,R.A.,2020.Customerexperienceandengagementintourismdestinations:the experiential marketing perspective.Journal of Travel & Tourism Marketing,37(1), pp.15-32. Roy, S., 2018. Effectsof customerexperienceacrossservice types,customer typesand time.Journal of Services Marketing. Waqas, M., Hamzah, Z.L.B. and Salleh, N.A.M., 2021. Customer experience: a systematic literature review and consumer culture theory-based conceptualisation.Management Review Quarterly,71(1), pp.135-176. Yoon, S.J. and Lee, H.J., 2017. Does customer experience management pay off? Evidence from localversusglobalhotelbrandsinSouthKorea.JournalofHospitalityMarketing& Management,26(6), pp.585-605.