Understanding Customer Experiences and Expectations in Retail Environment

Exploring the perspective of customers in the retail sector, this content delves into their past experiences and future expectations. It covers various aspects such as service delivery, pricing challenges, issues with product imports, and customer expectations regarding policy revisions and customer relations. Suggestions for improvement include implementing sensors instead of bag searches, abolishing disclaimer clauses, and prioritizing product quality to enhance customer satisfaction and loyalty.

• Customer Experiences
• Retail Sector
• Pricing Challenges
• Customer Expectations
• Service Delivery

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Uploaded on Jul 31, 2024 | 2 Views

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1. CUSTOMERS,THEIR PAST EXPERIENCES AND FUTURE EXPECTATIONS WHAT IS A CUSTOMER? A customer is a buyer of goods and services

2. CUSTOMER EXPERIENCES a) SERVICE DELIVERY Poor customer care Rudeness of shop attendants Long queues in certain retail shops Invasion of privacy by shop security officers in the process of bag searching Unhealthy and unsafe environments (some retail shops are dirty, stuffy and disorderly)

3. b) PRICING disparities in pricing trends Shortage of coins which is forcing them to buy goods they do not intend to buy absence of price tags failure by some retailers in the provision of receipts is proving to be an obstacle to customers when claiming refunds

4. c. IMPORTS Customers are not provided with enough product information Some GMOs and drugs have negative health implications on consumers Most of these goods are substandard which is putting customers at a disadvantage e.g. dual sim cell phones and hair chemicals

5. CUSTOMERS EXPECTATIONS Policy revision on the importation of products and stricter measures to ensure that good quality products are brought into the country so that they get value for their hard earned money Good customer relations should be upheld by shop owners so as to protect their dignity for the phrase the customer is king customer is king has died a natural death the

6. Instead of searching bags shops should have sensors at their exits The cancellation of all disclaimer clauses should be enacted since some shop owners are taking advantage and are selling poor quality goods

7. Disclaimer clauses No returns No refunds Goods left at owner s risk Mbatya dzikarisika hatiripe

8. THE CUSTOMER IS KING!