Customer Experience of Sainsbury: Six Pillars Model and Digital Disruption

This report analyzes the customer experience of Sainsbury, including their value proposition, six pillars model, and digital disruption. It recommends improving customer service and increasing brand value through website development, social media presence, and hiring skilled workers.

MG526 CUSTOMER
EXPERIENCE
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Table of contents
Introduction...............................................................................................................................3
Value proposition of Sainsbury.............................................................................................3
Sainsbury customer experience............................................................................................4
Six pillars of customer experience model.............................................................................5
Recommendation..................................................................................................................8
Conclusion................................................................................................................................8
References...............................................................................................................................10
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Introduction
the customer experiences refers to one of the major function of the organisation which
important to survive in domestic as well as international marketplace. The present report is
based on the Sainsbury which ids famous leading company of the up which is offering wide
variety of product and services to the customer in order to satisfy them effectively. the
present report is based on the customer experiences which is the vital element for the
company as it involve the satisfaction of the consumers. The report will demonstrate the
plans of action which the organisation is using for increasing the customers experiences.
Furthermore the report will highlight the six pillar of customer experience model. Moreover
the report will recommend area of improvement in context of Sainsbury.
Main body
Value proposition of Sainsbury
The Sainsbury is one off the leading company of the uk which is placed after the Tesco, the
organisation share valuable product and services to the customer in order to satisfy them in
effective as well as efficient manner. basically the organisation follow all commercial ethics,
due to that the organisation serve customers with high quality service and create a great
brand values in domestic as well as international market. At the same time, the company
offer transparency to the workers of the organisation due to that the individual person is able
to recognize the goals of the association and determine job roles and responsibility within
the company (Bueno, and et.al 2019) . Therefore, this delivers assistance in increasing the
employee loyalty and satisfaction. In addition, if the issues of product defects or quality of
service degradation arises than consumers are allowed to raised complaints in the customer
service centre and the association take appropriate action in order to solve the issue of
customer. Due to which the company is able to maintain the positive business relationship
with the customers and satisfy them effectively. In addition, Sainsbury takes care of its
patrons in context of increasing the experiences of the customer with the company. the
products and services of the company are fixed as per the household income of the
customers because they are affordable for the buyers. Therefore, products and services are
delivered as per customer's taste and preferences. In addition, there are variety of products
available under super market and there are also multiple channels of such as hypermarkets,
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stores and online. This type of marketing provides customers with different types of products
and services at low cost. At the same time, the company launched a virtual store to adapt its
value proposition to on-the-go customers. By providing customers with a variety of products
at a suitable location and at minimum cost, the company build new localized value
propositions. The Home plus Virtual Store helped organizations develop a strong brand
image and enhance their value proposition (Flavián, Ibáñez-Sánchez and Orús 2019) . That's
why the company sell to valuable product to customers by using advanced technology,
online delivery, and high-quality products to provide the very convenient value consumers
demand.
Sainsbury customer experience
The company aims to deliver better quality product and service to its customers, and the
value of the company contributes In building healthy relationships with the customer and
satisfy them effectively as it is consider as the major element of business operations. In
addition, the company offer various program to all potential customers of the organisation,
in context to that the employees deliver additional support in the store, so the company is
able to deliver the product and services in the marketplace. for the valuable services to the
organisation provide the feature of collecting point ate every purchase and utilized un
forthcoming period of time. This type of customer service has improved the company's
experience and built trust. In addition, the company utilized tools as strategy to analyse the
experiences of the customer and manage to deliver the product as per preferences of buyers.
In addition, this delivers assistance in meeting customer needs, increase the company's sales,
and increase the loyalty of the organization (Gilboa, Seger-Guttmann, and Mimran, 2019).
Also, during the time of covid 19, tastes and preferences of the consumer changed which
also increase online sales and health foods are also being sold by the association. The
organisation determines the requirement and perspective of the consumer, and deliver the
opportunity to the consumer of buying the product and services online as well as offline in
effective manner.
Sainsbury Customers
Subdividing customers is critical to the company's ability to grow sales and understand the
current marketing trends of domestic as well as international marketplace. Sainsbury 's
products and services may not be up to the mark of all the customers as every person have
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different perspective and needs, but organizations keep motivating the employees to keep
delivering the best services to the customer and address the requirement of consumer. for
that tit is is essential for the organisation to stay connected with the customer in effective as
well as efficient manner (Hoyer, and et.al. 2020) . In addition, the organisation bifurcated
the customer on the basis of the geographical area, gender and buying behaviour of the
customer and further in order to expend the business in various market the company is
targeting various areas of the country and determine the market trends effectively. by
targeting the potential customer the organisation is able to deliver the product to wide range
of customer and easily approach them in an appropriate manner. In addition, the company
targets low- and middle- household income customers based people as per regional areas.
The company mainly focuses on the professional or family members for offering the
products as per the requirement of the targeted customer that is family members. In addition,
Sainsbury 's products and services of association indicate that the organisation is conscious
about the health of the customer customers because they are interested in negotiations and
adding options for sale. It is regarding the corporate value as it aim to deliver quality service
to buyers of the organisation (Ieva, and Ziliani, 2018).
Six pillars of customer experience model
the six pillars of the customer is the significant elements which need to accomplish in an
appropriate manner. basically the it deliver assistance to the companies in identifying the
customers and a way to approach the. In order to increase value of the company it is essential
for the company to approach them in adequate manner. the six pillars are mentioned as
follow:
Honesty: It's one of the most vital aspects of developing healthy relationship with large
numbers of customers. in context to that the company required to deliver the clear data or the
information regarding the product and services of the organisation and it is responsibility of
the company is to consider the loyalty programme in the operational strategy for obtaining
profit and delivering values. While from the consumer's point of view the honesty is the best
policy to increase the value of something in the modern era.
Solution: The company has the opportunity to address the issue of customer by utilizing
adequate marketing plans of action that deliver attention to the customer and apologizes to
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the customer for the trouble (Kim, and Choi, 2013) . Therefore for the company it is vital to
deliver quick respond to the customer for boosting the experience of customer.
Expectations: Most major brands are focused on meeting the needs of their target audience,
so the company can interact with them. as the buyer spend money on the productivity then
they expect good quality product.
Empathy: One of the most important pillars is to satisfy the large numbers of the customer.
With this approach, the company can show the that it knows the customer's feelings and
provide a solution based on the understanding of the individual person. Due to that the
company is able to deliver best experience to customers.
Personalization: Organizations need to understand customer preferences and manufacture
products as per the requirement of the market due to that the company is able to attract the
customer toward the productivity and satisfy them effectively.
Time and effort: Companies need to manage the time and deliver the services to the right
customer on the right time without delaying of product and services. It required adequate
efforts of workers and organisation.
six pillars of customer in Salisbury
The organization is responsible for sharing values and information with the large numbers of
customers in order to satisfy them in effective as well as efficient manner. In addition, the
company attract large numbers of the customer toward the brand by offering transparency
and building trust among them. However, to the better customer experience, Sainsbury
deliver wide range of products to meet the demands of customers, which also deliver
assistance in bring interactions with the customers. In addition, the company has the special
team to solve the issues of the customer which they experience at the time of purchasing or
obtaining the services of the organisation. along with that Sainsbury offer the feature of
providing feedback online as well as offline due to that the company collect information
regarding the requirement of the customers (Orús,Ibáñez-Sánchez and Flavián,2021). This
type of data gathering allows organizations to meet their customers' needs and meet their
expectations. However, the company follows all business ethics, avoids government
intervention as and stay connects with its patrons. However, establishments that value 's
commercial ethics have been found to be more likely to pledge allegiance to customer.
Offering values to the customers is very important for running a business, and increase the
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sales of company. Sainsbury business ethics helping to increase overall sales and maintain
profitability. Due to that the company is able to deliver the loyalty programme to the
customers. Sainsbury is a retail company and it is essential to consider new market trends
and many alternatives are fiercely competing in the market area. Sainsbury is also spending
time and effort on products and services that help the break through the 's customer
experience barriers and gain a competitive (Pantano, Pedeliento, and Christodoulides,
2022). Therefore, Sainsbury is successful in the market according to all these pillars and is a
major source of business, further connecting with its customers. In addition, these six pillars
of customer help companies improve their customer cycle and build their effectiveness.
Digital disruption
This is one of the most demanding trends in the market to meet new market requirements. It
is important for companies to use advanced technology to compete in the market. In
addition, it delivers assistance to the organizations in sharing reverent information to
customer which is associated with company. The digitalization includes various factors
that play major role in increasing the value of the company in effective as well as efficient
manner. In order to increase the value in the marketplace various company utilizing the
digitalization. For instance the mark and Spencer delivered various costumer services with
the assistance of digitalization. The organization has a huge and diverse inventory and
thousands of vendors, operating business primarily through online services (Roy, 2018). In
addition, Sainsbury uses its online site to exchange information about companies and the
products and services which offered in the different marketplace. In the modern era the
people involve the reviews available on the digital sites in the process of decision making for
buying the quality and valuable product from the organization. It encourage the customer to
acquire the services of the organization as it create impression on the customers. Due to
digitalisation the company keep improving the performance of the organization in effective
as well as efficient manner. Apart from that the company is able to obtain success in the
marketplace due to digitalization. Some feature the organization used in the digitalisation
which includes as follows:
Loyalty App: the loyalty programme is the best feature for the company to deliver the
competitive advantages in the marketplace. With the assistance of the programme or feature
the company is able to deliver rewards and bonuses to the consumer which attract them
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toward the productivity of the company. All of these schemes increase sales and influence
your customers to remain loyal. This is one of the best merchandising programs to addition
sales and establish a good brand name in the domestic as well as international market. In
addition, Sainsbury created its own application based on the loyalty programme in an
appropriate manner. The potential customer of the organization utilized this feature for
enjoying the well being of the company and obtain the benefits which the company deliver
in the market that includes discount, coupon and bonuses etc. Customers can use this
application to pre-order commodity, pay digitally, and deliver merchandise (Scherpen,
Draghici, and Niemann, 2018) . This gives customers flexibility and a more organized look.
This is the best way to deliver and satisfy the audience's needs and purchasing cycle. It also
deliver assistance in build a good brand image in the market and reduce competition.
Recommendation
From the analysation it is recommand hat the company can improve the productivity with
the assistance of the website development and showing presence on the digital media. The
digital media is the most demanding tool and techniques for improving the value of the
company. With the assistance of the digital media the company can deliver insights of the
company to the customer and bring interaction interconnection with the customer in effective
as well as efficient manner (Signori, and et.al2019). Along with that the company should
focus ion the customer services of the organization. For the support the organisation can
used social networking sites that improving the brand value of the company and improve the
customer services in effective as well as efficient manner. Due to that the company is able to
determine the taste and preferences of the customer and able to provide the actual product
and services in the marketplace. Along with that it is recommendation that the company
should focus on the customer services for that the company can higher the skilled and
educated workers for the welfare of the company. In addition, if the organisation want to
improve performance, it's important that organization is customer-centric, not business-
centric. Good service assist in boosting customer satisfaction and build a positive
surrounding, but the best way to adopt these services is to utilization of client possession
plan of action to provide real-time assistance. In addition, the operating teams require regular
training and development programme for improving their skills and knowledge(Ziyadin,
Suieubayeva, and Utegenova, 2019).
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Conclusion
From the above report it has been concluded that it is onee of the major task for the company
to satisfy the customer by delivering actual value tto the people. It deliver assitance in
improvbing the value of the ccompany indifffernet marketplace. With the assitance of that
the company is ablr tyo attract large numbers of customers toward the prodcut and services
of the organsation and obtain great profuit. The prersent report ghighlightesd that for
improving the brand value it is important for the organsation to deliver the busiess ethixces
in appropriate manner. The reports shae a light on the customer services or the ecxperences
of the sainsburry which is obtaining sucess in the marketplace by offering varity of the
customer values in the marketplace in adequate manner.
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References
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Service Industries Journal, 39(11-12), pp.779-798.
Flavián, C., Ibáñez-Sánchez, S. and Orús, C., 2019. The impact of virtual, augmented and
mixed reality technologies on the customer experience. Journal of business
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Gilboa, S., Seger-Guttmann, T. and Mimran, O., 2019. The unique role of relationship
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Hoyer, and et.al. 2020. Transforming the customer experience through new
technologies. Journal of Interactive Marketing, 51, pp.57-71.
Ieva, M. and Ziliani, C., 2018. The role of customer experience touchpoints in driving
loyalty intentions in services. The TQM Journal.
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behavioral intentions. Services Marketing Quarterly, 34(4), pp.322-338.
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