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Unit 11 M3 Explain the options open to Tescos for closing a perceived gap with customers

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Introduction

________________ M3- Explain the options open to a selected organisation for closing a perceived gap D2- Make justified recommendation for improving a selected organisation relationship with a group of customers- Introduction In this report I will explain the options open to Tesco PLC for closing a perceived gap, and I will make justified recommendation for improving Tesco PLC relationship with its groups of customers I have chosen Tesco PLC. The reason why I have chosen Tesco PLC is because they have been rated the worst supermarket in 2013 in which? Survey based on customer perception, so I am investigation how their customer service, shop environment, filling the trolley, pricing has contributed to being the worst supermarket in 2013. In 2013 the which? Survey of over 11,000 people stated that Tesco PLC customer service rating was 2 stars out to 5, this is because the customers felt that Tesco was short staffed. The customer believed that the pricing that they received from the Tesco PLC was poor, compared to their rivals i.e. Lidl/Aldi. The reason why they are Tesco PLC rivals, and they are trying to set the bench mark at Aldi/ Lidl is because in the recession Tesco PLC lost a lot of their customers to Aldi/Lidl, their customer service may not be good (Aldi 2/5, Lidl 2/5) ...read more.

Middle

They could also have mascots welcoming the customer to the supermarket and handing out brochure/ promotional leaflets in order for customer to feel wanted and in return Tesco PLC will be able to inform customers of promotional offers and informative information Another issue that can be solved is customer perception of Tesco PLC being untrustworthy and they care the least is through sending more personnel emails but rather about promotions they could send them asking them what they would like on promotional offers this will create an interaction between the organisation and its customers they will also feel listened to and wanted and also cared. The way in which they can solve the untrustworthy part is through the following they could do an informative advertisement allowing customers to be aware that they have 15 million clubcard members that trust them and so they can?t be untrustworthy if they have that many clubcard members. They could also regular check up on their products and suppliers and publish report on their findings in order to show customers they are trust worthy. One of the reasons why customers feel that Tesco PLC is untrustworthy is due to Tesco PLC horse meat scandal They way in which the customer?s issue of Tesco is more bothered about profit rather than their service can be tackled is through the following, they ...read more.

Conclusion

A partner is a person who takes part in an undertaking with another especially in a business with shared risks and profits an example of this could be shareholders Tesco PLC have done many improvement in order to closer the benchmark, they have recently spend £1 billion on their supermarkets in order for customers to have a pleasant trip at the supermarket and also in order for customer to feel and seem wanted, and also to attract customer more, this one of the main customer concern the store environment so Tesco PLC have invested £1 billion in tending to the matter. Tesco PLC have also started a new venture in which they will invested £200 million into employing/ training 20,000 new staff in the UK this was due to customers feeling that they had to always look for customers, they also felt that the stores were understaffed so due to this Tesco have promised to employ 20,000 new customer service staff in the next 2 years. Tesco are focused on improving the look of stores giving customers great value and making sure they can get all the help they need, which is one of the reasons Tesco are planning in employing 20,000 new personnel in the next 2 years Conclusion In this report I have explain the options open to Tesco PLC for closing a perceived gap, and I have also made justified recommendation for improving Tesco PLC relationship with its groups of customers ...read more.

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