Customer Experience Strategy Research Analysis Report

Customer Experience
Strategy-Research
Analysis Report

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK...............................................................................................................................................3
Customer experience..............................................................................................................3
Customer persona profile.......................................................................................................4
Value proposition canvas.......................................................................................................5
Customer Journey Map...........................................................................................................5
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7
Books and Journals:................................................................................................................7

INTRODUCTION
Customer experience involves each and every aspect of an organisation’s offering- the
quality of customer care, including packaging, advertising, product and services, convenience of
use, features and reliability. It signifies that how consumers interact with the company.
Therefore, a strategy related with customer experience should be useable, useful and enjoyable
from the customer viewpoint. As the present climate is uncertain and flexible in nature,
experience and service of customers are becoming two very important topics. The following
report will consider Tesco organisation which is one of the famous groceries and general
merchandise retailers in England (Batat, 2022). It is a global company in retail sector. It is
headquartered in Welwyn Garden City, UK. The following organisation retails in several
sections such as electronic, toys, books, financial services, internet services, clothing and many
more. It has global business operations in eleven international places. In this report, it is
identified that how customer experience is delivered to the respective organisation. It will also
identify the key customer segment which is most valuable customers for the company. Value
proposition canvas will be part of this report. Customer journey map will also be discussed in
this report in which several stages will be considered.
TASK
Customer experience
It is very essential for an organization to maintain a good customer relationship for the
growth of their organization. In context of Tesco they mainly make sure that their customers will
gain good and effective experience by purchasing the products from there supermarkets and
hypermarkets (Bolton, 2018). They performed various activities to maintain a good customer
experience which will further help them to gain good reputation within their industry. The
activities which they perform to help customers to gain effective customer experience are
mentioned below-
 Tesco employees respond to customers as quick as possible which means in case they
receive any complaint of customers on their website or their e-mail then they quickly
respond to that customer issues and try their best to mitigate the issue which is faced by
their customers.
 Tesco is the supermarket which is mainly focused on the price affordability of their
products for their customers which means they offer a good quality of products within a
lowest price in their industry to their customers which make them satisfied.