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when you are a business and you want to learn how to improve your customers experience there are three methods you can undertake with the customers to understand them better and those methods are verbal questioning, social media and customer surveys. first of all verbal questioning when a customer walks into your business an available employee should ask the customer questions about what they want for example "what is it you came in for today" or "how will you be using this" these questions can then lead the customer to there ideal product making a happy customer and giving the business a good representation. secondly social media, a social media account is vital for a business in todays technological age and it is important that the emplyee(s) running the account take notes of the critiques left by the customers this can lead to massive improvement to customer moral for example a customer may state that they weren't sure if the business was open or not when they were stood outside and so the business would then remodel the front of there store to be more open and welcoming to customers. and finally customer surveys whether the survey is done in person, online or threw a third party they can truly help a company understand and learn from there customers for example a company may ask "how do you feel about this new product" this question can help a company know if they should continue selling a product, if they need to change anything the product or if they need to cancel the production of the product.

Brighton pier could use each of these methods to gain a larger customer base an example of verbal questioning is a doughnut stall employee asking a customer what their favourite flavours are then giving telling the customer what of those flavours are available. an example of social media listening is an employee noticing that a lot of people want the horror ride to be more scary and so the pier updates the ride, and finely an example of customer surveys in an employee stood at the pier entrance asking people what rides they would like to see on the pier in future. all of these methods could improve the experience of customers and the reputation of the pier.

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1.1 Well done Salem you have described in detail different methods that can be used to identify customer needs and expectations. You have provided some good examples to support your observations.

1.1 MERIT ACHIEVED

IP: Check your work before completing, always start a new sentence with a capital letter and proof read your work, checking for spelling that needs to be corrected.

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Brighton pier staff work hard to meet customer needs. This is crucial to maintain upkeep of the pier and all it's attractions as the consequences of not doing this will lead to the landmark itself deteriorating making it unfit for business or tourists. The staff will be unable to work if the businesses become unprofitable and finally the companies that run the pier businesses will suffer greatly whether that be large drop in profit margins or a business needing to shut down the impact on all levels of the organisation would me immense.

On the other hand if customer needs are met they can be left with a wonderful long lasting memory that will make them want to become a repeat customer which will make them likely to talk positively about the pier, bring others with them to the pier in future and possibly even join the pier as staff to spread that enjoyment to other customers. this will then of course impact the pier both with positive representation and with financial gains that can then be used to maintain and improve the pier. an example of how the pier could use this to their advantage is by taking a survey from their customers on what they would like changed about the pier for example an underwater pathway to look at fish. the pier could then pay for the installation of this project leading to more customer satisfaction and more gain for the business.

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1.2 Well done Salem you have described in detail why it is important to meet customer needs and expectations, giving examples that are linked to Brighton Pier.

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when building relationships with customers one of the most important things you can do is memorise the names of repeat customers. this will make the customer feel appreciated as a patron at your business. you can also learn customers needs both memerising the needs of repeat customers and being open to learn the needs of new customers (especially disabled patrons that need extra attention) preparing for these needs is also vital for a business. finally creating some kind of loyalty system for example a loyalty card. a loyalty card will make customers more likely to go back to a business and like a business more

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it is important to manage customer expectations for three main reasons.

Firstly, by taking care of it's customers a business can be sure that it will get a repeat customer base that will always choose it over any other brand.

secondly trust building in a community, any business with a physical location should build a healthy relationship with the local community, this helps with expansion efforts, gaining new employees from the area and getting new customers.

thirdly providing customers with better experiences means they are more likely to give feedback to your business helping you give even better experiences than before leading to an uphill spiral of success.

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when managing customer expectations there are a few things you have to do.

firstly time management, while you may not always be able to give a customer a time estimate it is important to try as customers will be happier knowing how long they have to wait for goods or services.

secondly, detailing a customers experience when using a product or service is great for letting them know exactly what they are getting, for example a hotel listing all of its services.

thirdly, talk to customers, sometimes just talking to a customer can be the difference between the best holiday of their life and the horror experience they tell their friends and family about.

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