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Verbally question customers.

The definition of a customer need would be something that is required to purchase an example i would give is at co-op or shopping you need an item or a building to buy it. Then for a customer expectation would be something they want but not necessarily need. This could come in many forms such as the customer could expect the people in a restaurant to be nice when they dont have to. The example of the verbal questions that might be used to find out customers wants and needs are in a place like a restaurant on Brighton Pier, the first thing that would be asked by the server would be to the customer would be are "are you wanting to order?" Then if the customer asks/says to the waiter "Do you have any chips?" Then the waiter knows they don't have the chips they may ask questions to see if they would be willing to eat anything other than chips, questions like "What kind of thing are you wanting to eat? Are you wanting something savoury, sweet or something meaty?" This would help to narrow down the options to help the customer get what they need and want. Then after they have chosen what they would like the waiter would ask "have you got any allergies because if so the kitchen might have to work around it." This is very important for them to ask so they dont serve them something they can't eat.

Social media Listening.

Companies will use social media listening because it allows them to realise what there doing wrong and how to improve they would do this by looking at feed back on facebook or instagram and other social media platforms. There are examples like if on twitter there has been a lot of people saying "i wish that the food kiosks on Brighton Pier where more ethical and had more vegan options" This might bee seen by Brighton Pier if it becomes very clear this is a problem and they might chose to work on the problem. Then another example i would give is entrance to the Pier if alot of people are asking "please can you realise statistic of peak hours" This could help Brighton Pier get more customers in as a lot of people dont like visiting when its really busy and they would like the stats to know when it is quieter.

Customer Surveys.

The point of a customer survey is to ask the public or a focus group what they like, what they don't and how they could improve how things are going. The example I give is how this could happen with the rides at Brighton pier. They could ask you after you get off one of the rides "would you like to participate in one of our surveys, the benefit of taking this survey is that you will be given tickets to go on a free ride?" The questions on the survey could be "Did you find the ghost train scary? Would you recommend it? and have you got any suggestions on how to improve?".

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1.1 Well done Josh 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. Really good work.

IP: Be careful not to repeat yourself, try to read it through and take out anything that looks as if you have already said it. Also, be mindful of spelling by proof reading your work.

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Remembering customers names and chatting with them is super important when it comes to making positive relationships with customers. This is because of what it means to the customer as just remember names is already a huge positive movement to build them as a customer, as people feel really special if you remember there name even if you only met them briefly. Then when you constantly talk they feel important as well. The example i would give is that if Brighton pier asked you when you got of a ride "did you enjoy the experience" or something among them lines it would help the business as the customer would feel important.

Responding to customer needs.

Responding to customers individual needs is Uber important when it comes to this type of relationships with customers to bring them back as a requiring client. This is super important as their individual might have some sort of problem and if your helping them with it they feel even personally connected to you, as a sign of help. The example i would give for this possibly being used in a work environment with customers, would be at the Brighton Pier Palm Court Restaurant the waiter could ask them " How would you like your food cooked, also have you got any allergies that the kitchen would need to know". This would be massive as they know you're listening to them and there needs.

Using loyalty cards.

This could help with the relationships as they might feel the need to come back if there near to the free item or something similar. The example i would give for this is if at the food kiosks on the Brighton pier where to give them out saying example buy 6 chiros get one free on the 7th time . This would help as everyone loves free food and free stuff so this would entice them to come back

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Why manage customer expectations.

One reason why this is very important to have and do is because the customer might have less complaints and less worries. This is because they would understand why this thing is happening and they would have more satisfaction with the business when they actually know what's going on and aren't being misled. This leads to the customer having less complaints.

The second reason why it is super mega important to manage their expectations would be it could lead to more trust in the company. If you are managing correctly when customers expect then they would gain more trust with you knowing you tell them the truth even if it may lead to you leaving and walking out the door.

The third reason why you would want to tell them and manage their expectations would be the positive reputation that the company could get. This would come with being honest like the previous mention of people would respect you a lot more. Then they know that the company knows how to manage their expectations.

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Well done Josh, you have clearly explained how these methods can be used to build positive working relationships with customers. You have successfully used examples linked to Brighton Pier to support your comments.

IP: Remember you need to use a capital 'I' when writing about yourself.

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To understand customer needs is very important for a business. This is because it normal is tied to a business's success and their reputation. This is because when the customer gets what they want they are more likely to return.

Impact on Organisation

The impact that fulfilling customer needs is a very good thing for a business. This is because the impact it has is greatly needed to keep stuff more profitable, it also brings reputation upon the compony. Then on top of that following what the customer needs are you could gain a loyal and repetitive customer in them. This could also work with marketing as it could give a good reason to talk about using the making strategy of word of mouth. Then there is a problem with neglecting theses needs could and probably will be very bad for the business. This is because they might feel hard done by and they might stop coming or leave a bad review. This also could drive customers to different businesses and competitors.

Impact of customer

This also matters when it comes to the impact of the customers. This is because view point the customer will have. They are wanting to come for a pleasurable experience, they would want the pricing to be reasonable for the experience given. This if done successfully in the customer's eyes would make them want to come back and be loyal to the nice company. Then if the customers needs get unmet or are lack lustre, this could make them feel let down or unsatisfied. This may push them to different options from different companies.

The example I will give to round up most of this would be for the Brighton pier. This is because Brighton met pier relies on its customer satisfaction as it is a massive place for people visiting Brighton. So if the visitors come and have fun and good experience with that being anything there like good rides they might come back. Then if they don't follow this proper form of better customer satisfaction they will clearly lose this potential business. This could be the food gave them poisoning there clearly not going to want to come back.

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Well done Josh, this is good work. You have clearly explained why managing customer expectations are important and the benefits and opportunities that can arise as a result of this.

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My Work

To manage customer expectations is very important. There is one way i could name it if Brighton Pier were to have a massive queue for a ride, a way to combat this to give the customer the right idea about whats happening or what they could do instead would be, a board that would show the waiting time for the place your standing in like saying from this point its is an hour waiting time, or there could be a member of staff around the back of the queue telling customers about the wait time and suggesting rides they could go on instead with a shorter waiting time.

Another example i would give for how you could meet customer expectations for Brighton Pier would be about their restaurant Palm Court. This could be in many ways but i will use the example of them selling out of stake; Then a customer comes in for it, how i would say they could manage this expectation id by wiping it off the board or putting a cross through the menu with chalk, but then they could also inform the customers if they still ask for the stake once there being asked what they would like.

Then for the most last piece I would give for showing how this could be accomplished would be in the arcade. The arcade could have some areas that customers might need to help with their expectation in. The area they could help expectations in is like if a game wasn't working the arcade staff could put up a sign saying out of order while also putting tape over the money slot. This could help customers know not to try and put money on a thing that wont give them fun.

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