Implications of Digital Disruption on Customer Experience Delivery for Tesco

Customer experience
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INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
Value proposition is of the selected organisation...................................................................3
Delivering of the customer experience...................................................................................4
Customers of company...........................................................................................................4
The Six Pillars of Customer Experience Model.....................................................................4
What are the implications of digital disruption to the delivery of the customer experience for
this organisation......................................................................................................................7
Recommendations..................................................................................................................8
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10
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INTRODUCTION
Consumer experience is defined as the manner in which consumer perceive the brand through all
the interaction during the consumer life cycle process. Consumer experience play essential role
that allow organisation keep effective track on consumer journey with different platforms and
channels (Kuppelwieser and Klaus, 2021). High consumer experience facilitate organisation to
ensure long-term success through the development and higher profitability in market segment.
Consumer service is an experience and interaction that consumer have with business organisation
in their entire consumer journey. Present report has been conducted on Tesco which is operating
its business services in retail industry sector and offer wide range of products and services to
customers around the world. This organisation mainly aims towards offering high quality
production services to customers in affordable price range in order to enhance consumer
experience. This report include discussion on value proposition of selected organisation six
pillars of consumer experience model and implication of digital disruption in order to deliver
high consumer experience. In addition to this report also include significant recommendation to
company through which they can maximize consumer experience in effective manner.
MAIN BODY
Value proposition is of the selected organisation
TESCO is a leading organisation offering their services in industrial sector. This company value
proposition is to understand consumers better than anyone. In addition to this to be innovative
and energetic and be first for consumers is the core value proportion of this company. For this
organisation utilise their strength in order to deliver unbeatable services facilities and value to
their consumers (Tom Dieck and Han, 2021). It has been underlined that, this company believe
and treat their consumers the manner in which they like to be treated. Furthermore it has been
identified that company offer outstanding value to their buyers in order to make them stay for a
longer period of time with company. Some of value driven strategy of Tesco include
understanding consumer choice, evaluating consumer segments, enhancing competitive options
by offering more products, making improvement in service quality, emphasize upon what is
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meaningful to consumers. Furthermore it has been underline the company effectively treat their
people by offering them innovative and high quality services.
Delivering of the customer experience
It has been identified that with the help of value promotion strategy, company deliver high
consumer experience to their consumer segment. In this company cut down the prices which is
one of the most important factor that facilitates organisation to influence consumer. By
maintaining quality and cutting down the price Tesco ensure that no one of its rival beat them in
price. Furthermore, it has been underlined that company introduced better value and bigger
packs of products through which they promised the customers to have high quality products in
competitive price range. In addition to this in order to uniquely satisfied customers TESCO take
advantage of club cards. It is one of it’s among top strategies of company in which they provide
club cards to their frequent shoppers. Thus with the help of emphasize upon value preparation
strategies Tesco effectively deliver high consumer service and maintain higher profitability in
market.
Customers of company
The target consumer segments of Tesco in which company offer the services and products is,
cost conscious individual who are mainly interested in sales and bargains and value variety of
choice. In order to satisfy this group of consumers Tesco effectively analyse their needs and
demands and offer real value straight away (Chen and Yang, 2021). Company aim towards
building long lasting relationship with consumers by improving their services and products and
also optimise marketing strategy. Organisation offer their products and services to all age group
of customers irrespective of any gender. It has been underlined that, low to higher income level
is the target group of consumers of this company. This entity provides their products and services
worldwide and track demographics like occupation education and household size.
The Six Pillars of Customer Experience Model
Consumer experience is termed as the interaction and experience that the consumer is having
with business organisation throughout the entire consumer journey. It has been identified that
consumer experience plays most important role for organisation for which entity is required to
keep track on consumer journey and interact with them, with the help of different platforms and
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