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I think that verbally questioning is the best way to figure out customers needs, what product they want to purchase like what the customer enjoys using the product, the product fits into the customer budget, the customer has enough information about the product. If the customers don't ask or we don't help the customer might buy the wrong item and regret which can impact the store's feedback.

I think that social media listening is helpful for the business to understand their customers and competitors, and make better marketing decisions. It can also help with management, product development and customer satisfaction. It will be clear, simple for the customer to understand the product by reading the feedback, reviews online to purchase the product. e.g going to the pier rides before that you go check the feedback of the rides you prefer online

I think that customer surveys are beneficial to assess how your customer view your business and whether your product or service meet their expectations. e.g the customer buys products then How satisfied are they with our product or service, did the product or service meets your expectations.

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1.1 Well done Adil you have described different methods that can be used to identify customer needs and expectations.  You have used some examples to support your work.

IP: Keep an eye on what you need to do to achieve the higher grades. Your examples could have been more detailed and related to Brighton Pier as per the brief.

1.1 Pass Achieved

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Impact on the organisation:

Meeting customer needs is so important because it can lead to increased sales, customer loyalty, and a strong reputation. It can also help businesses attract new customers and survive in the long term which is beneficial for the organisation. Customers who are satisfied are more likely to make repeat purchases, satisfied customers are more likely to recommend a business to others, customers who have a good experience with a business are more likely to tell others about it, positive word of mouth and referrals can lead to new business opportunities. If there is not meeting customer needs the Customers who are dissatisfied are more likely to leave a business for a competitor and customers who have a negative experience are more likely to share their complaints online, which can damage a business reputation.

Impact on the customer:

Meeting customer needs it builds customer satisfaction and loyalty, which can lead to a more successful business When customers feel their needs are met, they are more likely to buy from a company again and recommend it to others. Customers who have positive experiences with a company are more likely to share those experiences with others, customers remember businesses that anticipate their needs even before they arise. If a business is unable to meet customer needs, customers may become dissatisfied and leave for a competitor and unhappy customers may not return to a business for a product or service.

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Remembering customer names and chatting with regular customers it shows that you cared enough to remember their name. It also shows the client that they are more than a number or goal, you care enough to address them as a human being. It also allows you to make the conversation a little more relaxed and friendly. Chatting with customers creates a connection with your customers.

Responding to individual customer needs helps a business by increasing satisfaction, improving brand reputation and ultimately leading to greater profitability, as customers feel valued and are more likely to return for personalised experiences and products that directly address their specific requirements. When customers feel their needs are understood and met, they are more likely to remain loyal to a company and make repeat purchases and Satisfied customers are more likely to recommend a business to friends and family, generating organic marketing through positive reviews and referrals.

A loyalty card system helps a business by

encouraging repeat customers through rewards and incentive. which leads to increased sales, higher customer lifetime value, improved customer retention, and valuable customer data for targeted marketing strategies essentially building a stronger relationship with the customer base and potentially differentiating them from competitors. By offering rewards for frequent purchases, customers are more likely to buy more often and spend more per transaction.

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Good work Adil, you have explained how these three methods can be used to build positive relationships with customers.

IP: Merit is well within your reach and you could have achieved this by providing more specific examples to support your comments and linking these to Brighton Pier. Please try to do this in your future work by keeping an eye on the grading descriptors.

1.3 PASS ACHIEVED

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Managing customer expectations is crucial because it directly impacts customer satisfaction, loyalty and brand reputation by ensuring customers have a realistic understanding of what to expect from a product or service, leading to fewer disappointment, stronger relationships, and ultimately, a more successful business; it involves clearly communicating details, setting achievable goals, and delivering on promises to avoid misunderstandings and build trust e.g when customers know what to expect and receive what they were promised, they are more likely to be satisfied with their experience, meeting or exceeding expectations fosters customer loyalty, encouraging repeat business and positive word of mouth, by setting clear expectations, businesses can proactively address potential issues and minimise customer complaints, consistently delivering on promises builds a positive brand image and perception among customers and managing expectations requires clear and open communication throughout the customer journey, which builds trust and transparency.

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This is good Adil, you have explained why it is important to manage customer expectations and the benefits or opportunities that could arise from doing so.

IP: Its a shame you didn't include any examples that relate to Brighton Pier as this would have elevated your work to Distinction level. Please also ensure you are using all your own words in your work.

1.4 MERIT ACHIEVED

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To effectively manage customer expectations, you can set clear and realistic expectations upfront, actively listen to customer feedback, communicate transparently throughout the process, personalise interactions where possible, promptly address concerns, follow up regularly and strive to exceed expectation where appropriate ; ensuring customers understand what to expect and feel valued throughout their experience with your business. Clearly communicate timelines, deliverables, pricing, and any potential limitations during initial interactions, use simple language to avoid confusion. Ask clarifying questions to fully understand their needs and concerns, use feedback to identify areas for improvement. Keep customers informed about progress on their requests, be honest about any delays or issues that may arise, and provide regular updates on the status of their order or service. Use customer data to tailor communication and offerings to their specific needs, remember past interactions and preferences to create a more personalised experience. Respond to customer inquiries quickly and efficiently, check in with customers after a purchase or service interaction to ensure satisfaction.

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1.2 Well done Adil you have described why it is important to meet customer needs and expectations.

IP: It would be great to see you try to increase your grade to a Merit Adil. You would just needed to have given examples that are linked to Brighton Pier. If you would like to add more work to improve your grade, please let me know.

1.2 PASS ACHIEVED

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Good work, you have successfully identified how to manage customer expectations.

IP: Adding some examples that demonstrate how a specific business could manage customer expectations, would have been a great way to support your work. If you had related them to Brighton Pier, this would have elevated this assignment to Merit. Please let me know if you decide to do this.

1.5 PASS ACHIEVED