An Evaluation of Study of Customer Experience at Tesco Plc. - United Kingdom

Inquiry based
learning.

TABLE OF CONTENT
Title : an evaluation of study of customer experience at Tesco Plc. - United Kingdom.................4
Introduction......................................................................................................................................4
Research Aim...................................................................................................................................4
Research objectives..........................................................................................................................4
Research questions...........................................................................................................................4
Literature review..............................................................................................................................5
Role of consumer experience in increasing consumer retention..............................................5
Barriers in providing exceptional consumer experience...........................................................5
Methods of providing exceptional consumer experience.........................................................6
Research Methodology.............................................................................................................6
Results and Discussion.............................................................................................................7
Recommendations..........................................................................................................................14
Conclusion.....................................................................................................................................15
References......................................................................................................................................16

Title : an evaluation of study of customer experience at Tesco Plc. - United
Kingdom.
Introduction
Customer experience plays a major role in the workings as well as profitability of the
company. It is important for the organisation to make sure that they are providing best in class
services as well as products to their customers so that they can attract potential customers and
can retain their existing customers. It is important for the companies to make sure that their
customer are is satisfied with their efforts as the major part of the marketing is done with the help
of word of mouth (Van Vaerenewyck and et. al., 2021). In case of Tesco Plc, the company is one
of the largest groceries and merchandise retailers in UK. The company was established in the
year 1919 by Jack Cohen ad is currently headquartered in UK. On an average 28% of
supermarket share of the market is acquired by the company and is working extremely efficiently
in the market. In this report, is to provide understanding about the customer experience and why
it is necessary for generating profitability. It will also help in understanding more about positive
customer experience and how it can help the retail stores.
Research Aim
The major aim of the research is to provide importance of the customers experience for the
companies in order to attract and retain their customers.
Research objectives
 To understand the concept of positive customer experience.
 To understand issues faced by the companies in providing positive customer experience.
 To provide strategies to the company in order to enhance their customer experience.
Research questions
 What is positive customer experience?
 What are the major issues faced by the companies in order to provide positive customer
experience?
 What are some strategies which can help the company in enhancing customer experience?