Understanding and Engaging in Customer Experience

Understanding and engaging in
customer experience

Executive summary
Company's success is completely relied upon the quality and service offered to the
customers and their reaction towards the company. In the same way, current study is based upon
the case study of Asda which offered range of product by complying the quality as well as cost.
So to identify the factor which influence the organization's ability to maximize the customer
value, 5 dimension of customer value used which is based upon time and cost, quality,
technologies, buying experience and respect for an environment. On the other side, for quality
process, 5 dimension of service quality is used that is SERVQUAL model which is completely
depend upon the quality of offered product is up to the mark or not.

TABLE OF CONTENTS
Executive summary..........................................................................................................................2
INTRODUCTION...........................................................................................................................1
1.0 Critically analysing the factor which influence the organization's ability to maximize
customer value........................................................................................................................2
2.0 Systems that supports the quality process in an organization and the extent to which it is
effective enough in meeting with the consumer requirements...............................................5
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
To survive in the competitive era, every company wants to provide the high quality of
service to their customers in order to keep engaging the customers. So, customer engagement is
an emotional connection between a customers with a brand. It is so because highly engaged
customers buy more and show more loyalty as compared to normal customers. That is why, it is
a responsibility of the organization to make sure that they provide high quality product in order
to provide better customer experience which in turn lead to enhance the performance of a
company. In the same way, current study is also shed a light upon the how the company manage
and engage within a customer experience.
The chosen firm for this study is ASDA, which is deal in retail sector that provide range
of product and faces tough competition in a market as well. So, with the help of case study of
Asda, present report will determine factors who affect the organization's ability so that it aid to
maximize the customer value. On the other side, report also determine the quality process and
with the help of theories, report will analyse how the system are effectively meeting the
customer requirements too.
Overview of a company:
Asda is the top retail firm whose headquarter is in England UK, the company is a top
British supermarket retailer who deal in variety of products. Such that from 2019 April,
company is stand in the second place behind Tesco as per the market share. Asda also focus on
the high quality of product and that is why, it is mostly preferred by the customers because it
maintain its quality and price which keep attracting the customers towards it. In the same way,
there are many situations where company losses its financial performance because it is mainly
concern about the quality of the service offered. Thus, to sustain in the competitive era, it is
necessary for the company to make sure that these both things are well managed and this in turn
assist the firm to keep attracting new customers and also engage them towards a business. Also,
it is analysed from the secondary study that Asda is mainly focused upon the quality and that is
why, it is also uses many models and technique in order to manage the quality of every food
product, clothes and groceries which in turn help to enhance customer and maintain trust within
a firm as well.
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