Customer Experience in Mango: Analysis and Recommendations

Customer Experience

Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
TASK 1 ...........................................................................................................................................3
Value proposition of the selected organisation ...........................................................................3
TASK 2 ...........................................................................................................................................4
Describing how value proposition delivers excellent customer experience................................4
TASK 3 ...........................................................................................................................................5
Identification of customers on the basis of frequency by demographics.....................................5
TASK 4............................................................................................................................................6
Explanation of six pillars of customer experience model............................................................6
TASK 5 ...........................................................................................................................................7
Critical applying the model on the selected organisation............................................................7
TASK 6 ...........................................................................................................................................7
Implication of digital disruption for delivery of excellent customer experiences.......................7
TASK 7 ...........................................................................................................................................8
Strategic recommendations to chosen organisation.....................................................................8
CONCLUSION ...............................................................................................................................9
.........................................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Customer experience refers to the services which is provided to the customers. The main
focus of the organisation is to attain maximum customer satisfaction in the market and achieve
maximum probability. The report aims to analyse about understanding the customer experience
of the organisation (Mclean, Al-Nabhani, and Wilson, 2018). Mango is a Spanish clothing
brand which offers various products to the consumers. It manufactures men and women
accessories and they provide excellent clothing products to the customer. On the other hand, in
this report there will be brief discussion about about the value proposition of the selected
organisation. Along with that, there will be evaluation about the key demographics. For further
instance, there will be discussion about the six pillars of the customer experience model. In this
report there will be analysation of the implications of digital disruption to the delivery of the
customer experience for the organisation.
MAIN BODY
TASK 1
Value proposition of the selected organisation
Value proposition is the clear statement which the company has evaluated by doing the
operations in the recent years. The main focus of the organisation is to maintain a positive brand
integrity in the market. This aspect makes the organisation to differentiate with other competitors
which are present in the market (Kuppelwieser, and Klaus, 2021). The organisation needs to
gain a competitive advantage in order to increase the value. For example, with the help of Mintel
the organisation can analyse and search the data and regulate various value proposition
statements in an effective manner. The organisation can segment the audience and target the
potential customers in the market. In accordance to Mango the organisation has seen an immense
growth in the market in the recent years. The main focus of the organisation is to focus on the
quality of the products and use various promotion methods to attract new potential customers in
the market. This allows the organisation to capture the market in a systematic manner and
achieve great profitability. Value proposition is strategic framework which helps the organisation
to understand the market dynamics and provide the products to the new customers. Value
proposition model in relation to Mango is described below: