Improving Customer Experience: A Marketing Report on Scoops Gelato

This report provides an analysis of customer experience at Scoops Gelato, a dessert parlor offering various gelato flavors, shakes, cakes, and waffles. The aim is to provide the best customer experience, even during the pandemic, by focusing on the 'new normal' concept. The report includes a justification for choosing Scoops Gelato, highlighting its strengths (healthy, handmade gelato), weaknesses (limited product knowledge among some customers, seasonal sales decline), opportunities (allergen-free options, pre-packed pints), and threats (competition from other ice cream parlors, health concerns). The report concludes that businesses must implement correct strategies based on their strengths, weaknesses, opportunities, and threats to attract a large audience. Desklib offers a wide range of solved assignments and study resources for students.

Understanding and
engaging in the
customer experience

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
Aim of the report.........................................................................................................................1
Justification for the organisation.................................................................................................1
Marketing theory.........................................................................................................................1
CONCLUSION ...............................................................................................................................2
REFERENCES................................................................................................................................3

INTRODUCTION
For every business organisation customer experience is the most significant thing as it
encompasses each phase of the company offerings. It is the outcome with regards to the
communication across the consumer has with the company executives. The below report is based
on Scoops Gelato. It offers several kinds of Gelato flavours in relation with shakes, cakes,
waffles and many more (Ramaul, 2021). The report includes aim, justification and customer
relationship management tools followed by conclusion.
MAIN BODY
Aim of the report
The main aim behind this report is to provide best level customer experience even during
this pandemic situation. By introducing a concept of new normal the focus has been put more on
customer experience.
Justification for the organisation
The chosen organisation is Scoops Gelato. It is an amazing dessert parlour that makes the
contribution in different businesses. The company provides hand made sorbets with efficient
ingredients to all the consumers.
Marketing theory
 Strengths: - The main strength associated with the chosen organisation is that Gelato are
very much healthy and is completely a new product for each customer. While making
hand-made Gelato large number of customers get attracted.
 Weakness: - There are many people who don't have much experience regarding the
product and may not be able to manage everything (Al-Omoush and et.al, 2021). During
the time period of winters sales get reduced at high level.
 Opportunities: - For the company different opportunities were there like they can provide
allergen free Gelato that include no kind of nuts. They can also offer pre-packed Gelato
in certain pints so that consumers can easily carry out at their homes.
 Threats: - The major threat which is there is associated with other competitors who are
dealing in ice-cream parlours. There are many consumers who have health issues so due
to this they would not like to eat such product (Liu, Wu and Yu-Buck, 2021).
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CONCLUSION
From the above report it has been concluded that each business carries certain strengths,
weaknesses, opportunities and threats so on the basis of this they much implement correct form
of strategies so that large number of audiences can get attracted.
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REFERENCES
Books and Journals
Al-Omoush, K.S., and et.al, 2021. The determinants of social CRM entrepreneurship: An
institutional perspective. Journal of Business Research, 132, pp.21-31.
Liu, R., Wu, J. and Yu-Buck, G.F., 2021. The influence of mobile QR code payment on payment
pleasure: evidence from China. International Journal of Bank Marketing.
Ramaul, L., 2021. Role of AI in marketing through CRM integration with specific reference to
chatbots.
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