Customer Experience Analysis of TESCO PLC

MG526 Customer
Experience

Table of Contents
INTRODUCTION...........................................................................................................................4
TASK...............................................................................................................................................4
1. Value Proposition of TESCO:.........................................................................................4
2. How TESCO manifest and delivers the customers' experience:..................................6
3. Main consumer target of Tesco:......................................................................................6
4. Six main elements of experience model:.........................................................................7
5. Consumer implication model:.........................................................................................8
6. Applications of Digital Disruption..................................................................................8
7. Recommendation on the basis of 5 & 6..........................................................................9
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................11

INTRODUCTION
Customer knowledge is a sum of all the interaction that the consumer has through an
business administration over the life of the association with that business or with that brand. It
only focus on the relation between customer and business. It is because the future of the business
organisation can be affected by the customer experience (Kuppelwieser and Klaus, 2021).
Customers experience re of two type good customer experience and bad customer experience. If
the customer gets the best treatment from the company then it will be consider as good
experience. But if, customer did not satisfy by the seller or company then the experience of the
customer for the company can became bad. Many companies focus on selling of goods with their
best effort so that the customer can be satisfied because if the customer get satisfied with the
company then customers can promote their brand in the market as well. This report contains the
complete analysis of the customer experience further this report also includes the company
which is named as TESCO PLC. This company is based in UK and deals in grocery products.
Other information related to the report is going to be discuss in the below report.
TASK
1. Value Proposition of TESCO:
The value proposition is the plan of company that talks about benefits of customers and how
product and services will be delivered. It is done to increase the experience of company’s
product and services. Value proposition is an attribute of company’s product or services to make
it attractive and unique from others, making it demanded by every customer. It a promise done
by every company to its customers. It an ethical right of every customer to get quality products
and service to boost the experience. In this way, by value proposition it creates an environment
which helps the company in utilising competitive advantage through increasing a large customer
base. Mainly its about the target consumers and specific market segment (niche market) of
company (Khan and et.al., 2020). The value proposition of company is so exclusive enough as it
the only way for every organisation to communicate its key difference to the target consumers. In
reference to multinational company- TESCO, it has a great base of customers with high value
proposition of TESCO it offers a great level of customer’s value. It uses different a multiple
channels of communicating, which are in-store branding, medial and electronic mail
communication straight with the consumers to create customers' value and to improve the