Customer Experience in Unilever Plc: Value Proposition, Six Pillars Model, and Digital Disruption Implications

Customer Experience

Table of Contents
INTRODUCTION........................................................................................................................ 3
MAIN BODY............................................................................................................................. 3
CONCLUSION............................................................................................................................ 7
REFERENCES............................................................................................................................. 9

INTRODUCTION
Customer experience is considered as a reason for the success of an organisation
because it tends to maintain customer loyalty towards the business in order to generate the
revenue within the company. It concentrates on a relationship between a business as well as
its market base. In order to demonstrate aspects of this report, Unilever Plc is taken into
consideration. It is a UK-based company and providing a broad range of goods like home
care products, beauty products, personal care products, food and many more (Gaoand et.al.,
2021). This report includes the value proposition of the respective organisation and along
with the process through which it manifests itself in delivering customer experience. Along
with it, there will be a description regarding customers of company and the model of The Six
Pillars of Customer Experience will also going to be discussed. Moreover, there will be a
critical application of this model to the chosen organisation as well as digital disruption
implications for providing customer experience. Furthermore, the strategic recommendations
will be given to the company in order to improve customer experience for customers that
benefit market share as well as organisation itself.
MAIN BODY
Value Proposition of chosen organisation
Unilever Plc is an organisation that produces a wide range of the products like Axe,
Vaseline, deodorant, Surf detergent and many other products that are used in the every day
life. The value proposition of the Unilever Plc include that target any individual who is
desirous to pay a higher amount rather than usual transportation as well as search cost for
purchasing quality products at less price. The vision of the Unilever Plc is to create ordinary
place of sustainable living and the organisation has faith that it is an effective long-term
approach for its organisation to grow (Mathayomchan and Taecharungroj, 2020). Unilever's
mission is to put liveliness within life and the company fits daily requirements for nutrition,
hygiene as well as personal care with brands that help individuals in feeling better, looking
better along with getting more out of life. Unilever Plc offers customer friendly goods at less
price without compromising products quality. It concentrates on execution value, targeting
differentiated segments of the market wide number of customers like Dove shampoo and
Pond's Age Miracle in hair and skin care.
Set out how this manifests itself in how it delivers the customer experience
Unilever Plc states the process of how it travels the significance as well as ever-