Improving Customer Experience for TESCO

Customer Experience
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Table of Contents
INTRODUCTION...........................................................................................................................3
1. What is the value proposition of the selected organisation.....................................................3
2. Explain about the value proposition that affects the customer experience.............................4
3. Who are the customer targets of their company on the basis of value proposition and
customer experience ...................................................................................................................5
4.What are the six pillars of Customer Experience Model.........................................................6
5 Critically evaluate the customer experience model for the selected organisation...................7
6Explain about the digital problems to the delivery of customer experience for the chosen
organisation.................................................................................................................................7
7. According to CE model and digital problems faced by the company, explain about the
strategic recommendations that can help in improving the customer experience.......................8
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10
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INTRODUCTION
Customer experience refers to the perception and related feeling after using the particular
products and services. It is also the cumulative effect of interactions with a supplier's employees,
systems, channels or products.
Company Overview
TESCO is a British international groceries and general retailer. It is currently operated in
different 11 countries becoming one of the world's largest retailers. It has diversified into
different areas such as retailing of books, clothing, electronics, furniture, toys, petrol, software,
financial services and internet services. (Kandampully, and et.al., 2015) TESCO is listed on the
London Stock Exchange and also a constituent of the FTSE 100 index. The below graph shows
about revenue earned by TESCO from 2007 to 2020.
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Illustration 1: Historical revenues and results TESCO plus estimates 2020
Source: valuespectrum.com
1. What is the value proposition of the selected organisation
The value proposition of TESCO company is driven by certain schemes which includes
understanding the customers choice, identifying customers preferences, increasing competitor y
options, avoiding monetary value wars, improving service quality, focusing on those parameters
which are meaningful for the customers. The company is focusing on adding value to their
products and services so that customers attract towards their particular store. Understanding the
different perspective of their customers hold the value proposition for the longer time duration.
Customers purchase those things which are mostly required by them, they do not purchase
characteristics, merchandise or services. (KhodamoradPoor, and et.al., 2020) TESCO focused on
always remaining energetic and be foremost for clients. Use their strengths to present unbeatable
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