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It is important to meet customer needs so that you can increase sales and build trust with your customers. Meeting customer needs has many positive impacts for a business such as if customers are content with the service or products you have provided they are more likely to be a returning customer. Also, they could leave good reviews and recommend your business to others. This could cause you to gain profit as more individuals would potentially be visiting your business and paying to use your service. For example, if a potential customer went to Brighton pier and went onto the 'horror hotel' ride and came out feeling scared and spooked like they expected to feel. The customer is more likely to be satisfied with the experience and come back.

There are many different consequences for Brighton pier if customers needs are not met. For example, if they went on the ride 'turbo coaster' if customers think that they didn't get enough adrenaline off the ride from the loop or wasn't impressed with the speed of the ride, they may leave bad reviews or you could potentially lose a customer to your competitors. This would mean that your business could lose profit.

There are many different outcomes from customers needs not being met over time such as, customers not returning can lead to profit loss meaning you may not have enough money to improve your business. Therefore this could potentially cause more individuals not wanting to spend money on your business because it may appear 'outdated' because there was not enough money for improvements. This could lead to bad reviews which may give your business a bad reputation.

Some positive outcomes of the customers needs being met in Brighton pier may be that if customers are pleased that your facilities are clean and that the food services that are offered there are good, they will potentially return.

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1.2 Well done Demi 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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There are multiple different ways to identify customers needs and expectations. One of the most important being to verbally question customers who are wanting to purchase an item. Verbal questioning is where you simply talk to a customer and use open-ended questions like "how could we improve". This helps to gain an insight into what a customer hopes and expects from you and what they like about the product they're purchasing. This type of question allows a customer to go into detail so you know exactly what you would need to improve on. You could also use closed questions to get a more direct response from a customer such as a "yes or no" answer. This type of question saves time and you may get more of an honest answer to your question.

Another way is social media listening, this where you examine online conversations about your business and the industry your business is in to help understand your audience. This allows you to identify trends in the products that customers purchase because you can see what is popular in the industry. This helps you understand customers preferences and enables you to anticipate their future needs and expectations. It might help you make necessary improvements to items and to your business because of customers dislikes and likes. Also, pay attention to what your competitors are offering because customers often compare businesses, so knowing what they have to offer and where they are successful or failing can help you identify areas where you may need to improve.

Customer surveys are a great way to gain an insight into what your customer needs because you can analyse that data and use it to improve your business or keep doing what your customer likes. This helps so you know which areas you need to spend your money on instead of focusing on something that isn't a problem.

Brighton pier could use many methods to identify customer needs and expectations such as putting posters up with QR codes that customers can scan to leave a review. Brighton pier could also post surveys on their social media page so the business could view what customers preferences were or what they enjoy about Brighton pier and what they dislike.

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1.1 Well done Demi 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

NT: Brighton Pier should always have a capital B and P. Generally, names of people places and organisations should always start with a capital letter.

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There are many different methods to build positive working relationships with customers such as remembering customer names and chatting with regular customers. Chatting with regular customers includes making friendly conversation with a customer. For example, you could talk about the weather today. Remembering a customer's name helps build positive working relationships with customers because it shows to the customer that you listen to them and care about what the customer has to say. This could potentially cause the customer to return and purchase again, meaning overtime this could increase your revenue because customers are satisfied with the service you have provided. For example if you was at Brighton Pier and you were purchasing an ice cream at a food stand and the worker remembered your name, as a customer it makes you feel recognised and remembered which is more likely to improve your overall experience at the pier.

Another method is responding to individual customer needs. This method is where you listen to a customer to understand each customer's specific requirements. By doing this it can help increase customer loyalty because when customers feel their needs being met frequently they are more likely to make repeat purchases. For example if you were a customer going to a restaurant on Brighton pier and you only eat gluten free food, to meet your needs the worker may give you the gluten free menu instead of a normal one or advise you on food that is gluten free. This helps build a positive relationship because it can make the customer feel comfortable in the restaurant.

Also, using a customer loyalty system can help build a positive relationship. Having a customer loyalty system is where businesses have a reward system if you buy something a certain amount of times you may get one free. For example, if you went to Brighton pier and got a stamp card for the rides and if you go on 5 rides you get to go on the next ride for free. As a customer you would want to keep returning because it seems like a bargain .This can help build a positive working relationships because if a customer feels valued through this loyalty scheme they are more likely to recommend Brighton pier to others.

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It is very important to manage customer expectations because of many different reasons. Some of these reasons include that it lowers the chance of getting negative feedback and complaints from customers. It lowers the chance of this because when customers know what to expect and when there's clear communication they are less likely to feel disappointed and misled. The benefit of this is that you wont get a bad reputation. For example, if someone searched up Brighton pier because they were looking to go but see a bad review about how the food at the food stands was overpriced and wasn't up to expectations, the individual may be put off by going to Brighton pier. However, if someone leaves a positive review about how good the rides were at Brighton pier the person viewing this review would feel like they need to go on the rides at Brighton pier to gain the good experience themselves.

Another reason why it is important to manage customer expectations, is that it gives you a positive reputation. A positive reputation is a huge benefit to the business because it promotes more people to visit your business and makes them more likely to recommend your business to others. For example, if a Brighton pier has a good reputation because of how fun the arcades are, individuals are more likely to want to go to Brighton pier to experience it themselves.

It is very important to manage customers expectations because meeting the expectations increases customer trust and loyalty to you. Having trust with customers is major to a successful business as if there isn't any trust the customer may leave bad reviews and never come back to your business. Having trust is vital for long-term success in a business because it encourages customers to repeat purchases by increasing a customer's satisfaction. For example, if your at Brighton pier and you go to a restaurant and your gluten free and a worker hands you a gluten free menu and assures you it is, you would gain trust from this because the worker has listened to your requirements and expectations.

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This is nice work Demi. You have done an excellent job at clearly explaining each of the methods used to build customer relationships and also successfully linked these to examples that relate to Brighton Pier.

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There are many different ways to manage customer expectations such as being honest and having a clear communication, be adaptable to change and active listening.

Brighton pier could use a few of these methods to manage customer expectations. Starting off with if a family went to a restaurant at Brighton pier and there was a long wait for food the employee working could communicate this to a family by notifying the family of the wait as they enter and be honest about the estimated time they would have to wait. The employee could also give their apologies for the wait. The impact of this is that the family would leave more satisfied being told as they enter the restaurant rather than if they sat down at the table and already bought a drink. This increases satisfaction and increases the chances of the family coming back but perhaps on a less busier time or they could call beforehand.

Brighton pier could also be adaptable to change to manage customer expectations. For example if a family leaves a review about the arcade at Brighton pier is getting boring, Brighton pier could adjust their arcade to be more fun and engaging to the customers. For instance, Brighton pier could add more newer machines that would be of interest to more people compared to the older machines. This could have a positive impact on Brighton pier as it is more likely for you to get a repeat customer as the customers feel valued and appreciate that you have listened to them.

Brighton pier could actively listen to customers. For example, if a family goes to a restaurant on Brighton pier and the waiter gets their drink order wrong and the customers complains, the waiter can acknowledge their annoyance and give them a clear explanation, their apologies and a solution to the problem. By doing this it can have a positive impact on the Brighton pier restaurant because it builds trust between the family and the restaurant. This means the family are more likely to return and not leave a bad review. If they did leave a bad review it could give you a bad reputation.

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Good work Demi. You have explained, in detail why it is important to manage customer expectations and the benefits or opportunities that could arise from doing so. You have also provided some good examples linked to Brighton Pier to support your work.

IP: Be careful with using there, their and they're. Make sure you are using the correct one in your sentences.

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Great work Demi. You have come up with some excellent ideas for managing customer expectations on Brighton Pier. These are good examples. Your work clearly demonstrates that you understand why it is important for businesses to do this.

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