Induction Understanding

Induction -
Understanding
customer

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
P1 Value and importance of understanding the needs, wants & preferences of target customer
groups.....................................................................................................................................3
P2 Different factors that drive and influence customer engagement of various target customer
groups.....................................................................................................................................5
TASK 2............................................................................................................................................6
P3 Develop a customer experience map.................................................................................6
P4 Customer touch-points throughout the customer experience create business opportunities. 8
CONCLUSION................................................................................................................................9
REFERENCES .............................................................................................................................10

INTRODUCTION
Customer experience refers to a very important as well as crucial element which helps in
maintaining the overall growth of the company at the competitive market. In the present report
Cosmo restaurant is chosen as a base organisation so that better understanding will be developed
on the topic of consumer experience (Al-Ahmad and Mohammad, 2012). It is a well known
restaurant established in the marketplace of United Kingdom with 19 buffet chain and have
branch at Valley Leisure Park, Croydon. One of the speciality of this restaurant is that they
provide live food cooking service to the clients which are quite unique and attractive. This report
includes various discussions about different topics which consist of significance of requirements,
needs and demands of consumers. In addition to this, an effective consumer experience map is
created which assist in enhancing the performance of business entity.
TASK 1
P1 Value & significance of understanding needs, wants & preferences of target customers. .
In today’s competitive marketplace, it has been identified that customers are the king who
consumes all the products and services. For this, it is required by the management team of
Cosmo restaurant to examine requirements of different customers so favourable outcomes will be
produced by them. Each and every factor is interlinked with each other which together assist in
accomplishing their organizational goals and objectives (BERHE, 2017). For enhancing the
productivity, sales, profitability, it is required to promote goods at the marketplace in an
appropriate manner. In this context, targeted customers of Cosmo restaurant consist of food
lovers, health conscious as well as teenagers & college students. For this, management team of
the restaurant conduct an effective study which are as follows:
Customers requirements & wants
Teenagers & College students  Junk food items
 Fusion Food
 Free Wi-Fi facility
Health conscious
 Hygienic & healthy food