Comparison of TGI Friday's Customer experience to that of Wetherspoons

1. Customer experience
Alice, Lizzie, Elliot

2. Customer experience
“Customer experience is the cumulative impact both emotional and practical
all the encounters and interactions a customer has with a company.”
Soudagar et al, (2012)

3. Content page
● Dimensions of service quality
● Competitive advantage
● Competitor analysis
● Financial positions
● Sensory marketing
● Product offering
● Emotional Vs rational behaviour
● Big data
● Performance theory
● 7 Es
● Conclusion

4. Identify dimensions of service quality
The quality of service delivery is a function of the five dimensions
● Tangibles
● Reliability
● Responsiveness
● Assurance
● Empathy
Parasuraman, Berry and Zeithaml (1991)

5. Competitive advantage
‘Competitive advantage means superior performance relative to others
competitors in the same industry or superior performance relative to the
industry age’
Barney, B.J. (1995).

6. Competitive analysis: TGI
Screenshot of TGI research.
227.9

7. Competitive analysis: Wetherspoons
58%

8. Website comparison

9. TGIs Financial Position
TGIs appears to be struggling along
with other restaurant businesses to
be profitable amongst economic
uncertainty.
This may have been because they
were taken over by a private equity
firm in 2016 called Electra Partners

10. Wetherspoons Financial Position
Spoons is still growing suggesting
their innovative way of delivering
and ordering food as well as their
lower prices are still bringing in a
wide range of customers.

11. Sensory marketing
‘Sensory marketing is the techniques that are used to reach your customer's
senses and influence their behavior based on how your brand and tactics
make them feel. As we know, the five senses are sight, hearing, taste, touch
and smell’
thriveagency, (2019)

12. Product offering

13. Emotional versus rational customer
behaviour
(Behavioraleconomics, 2019)

14. Big data & IoT

15. Performance theory- TGI Friday
● Drama- strategy
● Script- process
● Theatre- physical environment
● Performance - offering
● Audience - customers
● Offering- product/ service
Schneider performance theory (1988)

16. Performance theory- Wetherspoons
● Drama- strategy
● Script- process
● Theatre- physical environment
● Performance - offering
● Audience - customers
● Offering- product/ service
Schneider performance theory (1988)

17. 7Es
● Experience
● Exchange
● Extension
● Emphasis
● Empathy Capital
● Emotional touchpoints
● Emic/Etic process
Batat, (2019)

18. Conclusion