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Case study analysis
Case study analysis
Introduction to case study essay
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The retail stores of JC Penney and Sears have face headlines of “Which is Worst: JCP or Sears?” The end maybe near for both companies (Andersen2014). The customers look at the employees like their idiots. The public believes that poor management is the reason for the down fall of these companies. Eddie Lambert and Ron Johnson are the CEO’s of being credited to running these companies with wrong management strategies (Andersen 2014). Ron Johnson who is now the former CEO was highly qualified with his retail instincts tried to run the store like a retail boutique. He never took the time to consult a survey on what the consumer’s thought were and after two years he jeopardized the company (Andersen 2014). Whereas the CEO Eddie Lambert of Sears …show more content…
Step 2: Analyze the Problem The CEO and other board members of both companies need to discuss what roles they need to take on to gather information to bring more clients to the store as well as shopping on line. There are no signs to where customers can tell what department they are in. The employees need to be present and in uniform with a name badge so the customers know who they are addressing as well as maybe give a compliment. Step 3: Determine the Criteria for Judging Solutions Judging criteria would be having the customers fill out surveys, they have them all the time, but the customer will get a reward for filling it out regardless. Some companies have you fill out surveys and you are entered into a sweepstakes contest. So customers might not fill out the survey because what is the point if they feel unlucky. The customers opinions are the voices that will help make a positive impact these stores defaults. Step 4: Identify Alternate …show more content…
We would meet at one of our stores and discuss all the customer service complaints and compliments. All of the representatives would get a chance to discuss what issues they have at their particular store and what they feel would help the situations. As a group we would all try to come up with a solution for some of the problems together. Like making sure there are signs that the customer can see, so they know what departments they are in. Making sure that employees arrive on time to their store so they can walk around and get familiar with what the store sells. Before the sales associate leaves making sure they put away any items that don’t belong to make the store more organized, also another way to have the employee to become familiar with their
Thank you for the email regarding your concerns about the new Dollar Store that will be going up behind your house across from the alley. Regarding your first concern about a screening wall around the Dollar Store; the site plan submitted by the developer to Planning & Zoning calls for an 8’ high long-span precast concrete decorative wall that will be put up next to the alley between your home and the new Dollar Store. However, the site plan also calls for expanding the current alley right of way width from 15 feet to 18 feet so you should not have any concern about backing up into the screening wall.
Customers are in awe of the stance this company has taken not only for the customer service but the way they tend to care and want the best for their employees. It has been proven time and again that a great management team can create a great working atmosphere and that initially trickles downhill to the other employees that are hands on with the customers. It’s simple, happy employees equal happy
The store JC. Penney has been open since 1902 making it one of the oldest and largest retail chains. It currently employees over 1000 stores all across the United States, however it is expected to close 40 of its locations (Tracey Ryniec). JC. Penney caters many different departments including but not limited to hair salon services, photo studio, jewelry, home decor, clothing lines for all ages, appliances, and its newest addition Sephora. JC Penny has been remodeling some of its locations. The visual standards of the department have changed throughout the years by improving their store front layouts to make it more inviting for the customer. In the video Zacks by Terry Ruffolo, analyst Tracey Ryniec states that when Ron Johnson was hired in 2011 the consumer base dropped. Although Ron is no longer with the company it continues to feel the negative effects especially when the coupons were taken away, which customers
JCPenney is one of the largest department stores and largest catalog merchant in the United States. This store is having problems with the changes in the consumer habits, and they realized that Millennials’ expectations are different. The Old Way to grab and attract other generations is not working with them, something appreciates through many ups and downs of the company. JCPenney is changing their strategy, and now they are applying the consumer psychology, which tells the customers what they want to hear. As a result, the sales are growing and, for this moment they are getting to stop the bleeding (Tannahill, 2016).
Furthermore, a tiered customer service plan may cause conflict among customers. It is important to treat all customers equally, to maintain good moral. A successful customer service will focus on constantly increasing customer satisfaction. In addition, while increasing satisfaction, no matter how little or how much a customer spends the reputation of the company will rely on “word of mouth”. . “As customers, we know how we respond to poor service: We go elsewhere, and we often tell our friends and colleagues to do the same.” (Goodman, 2009) Therefore, encouraging customers to participate in customer feedback survey’s will help to build a great rapport, enforcing the value that each customer brings to the company. Retention, of unhappy customers can help a company to build a reputation of a company that makes all of its customers feel equally important.
Communicating with the first line staff, such as the sale staff in Tesco, within two weeks could be a good way to gain the good knowledge of consumers. Understanding what the unit sales and the needs of consumers would be very important. Since there are lots of opportunities for the first line staff talk to the consumers, and gain the useful information by face to face, holding meetings or set up focus groups between company managers with first line staff would be very
Firsthand, they should focus on improving their customer service and give it the same attention as they do with innovating products that outperform their competitors. Also, offering incentives for taking surveys will increase responses. This will help direct management in what needs to be done and how they can accomplish it. Some of these incentives can include gift cards or even account credits for a discount on one month’s bill. Training classes and webinars for employees will make for an engaging experience if all
Thank you for critiquing the case study presented in respect of Walmart Stores Inc. That being said, in what follows the author endeavours to respond to questions posed in the critique analysis. In terms of the question, “How Wal-Mart did address the change in customers taste? Was Wal-Mart able to satisfy the new culture’s needs and expectations?” The company commenced outside of North America with the same business philosophy fashioned at its headquarters (in Bentonville, Arkansas, United States). However, owing to failures in Germany and South Korea, Walmart redesigned its approach in terms of meeting the demand of consumers in countries outside of North America. Berg (2011) indicated that Walmart has transformed into more versatile entity
JCPenney is a chain of American mid-range department stores that is based out of Texas that started over 100 years ago. JCPenny has been successful for most of its time up until the last three to four years. The company is trying relentlessly to overcome the lingering effects of the makeover that former CEO, Ron Johnson, had implemented in order for the company to take a new direction in hopes of increasing sales. The new CEO, Myron Ullman, has taken a close look into the markets demographic segmentation along with the income segmentation in order to attempt to return the retailer back to its old self, which is to appeal to middle-market customers. A couple issues of major concern for the company are the dissolving of Johnson’s Boutiques, the price of their products, and overall revenue.
From the consumer side, Amazon provides services like Amazon Prime, which delivers free two-day shipping on retail purchases, on-demand video streaming and a free access to the Kindle library, everything for an annual
This consultancy report is addressed to Walmart, the leading multinational retail company of the world planning to enter in recently liberalised and reformed Indian retail sector, where foreign direct investment has been allowed cent-percent in real terms. The report deals with four specified aspects. Firstly political system and risk of India is analysed from the perspective of Walmart. Next market potential is assessed with reference to opportunities and challenges. Further trade and investment barriers are detailed with reference to the observation of the World Bank. Finally entry mode and location choice is recommended for Walmart to operate in India, where the likely cross-cultural management point is also made.
Sam Walton, the founder or Wal-mart and Sam’s Club and John Mackey, the founder of Whole Foods both fit this description. Considering the fact they are both entrepreneurs, it is there job to process original ideas and create businesses out of them. Over time, these to brilliant entrepreneurs have become iconic. Although Sam Walton is no longer with us, he made a tremendous impact on the world. From Wal-mart’s humble beginning, it has helped numerous customers from rural areas to now meeting everyone’s needs around the world. John Mackey on the other hand is still growing his company, Whole Foods. Mackey is considered one of the most influential advocates in the organic food movement. His idea has influenced other company’s and more importantly, influenced consumers to eat healthier. I will argue that both of my pioneers have developed original ideas that have positively impacted our country’s consumers as a whole.
I will require 3 - 4 employees in store at all times to work on all
The challenges that retailers may face are customer service, low inventory, store appearance, and brand selection. For JC Penney it’s important to put the customer first and make the customers shopping experience a memorable one. Customer service is always mentioned through coaching to employees because the customer’s worth means a lot to JC Penney. JC Penney strives to greet and help the customer find exactly what they are looking for, or something similar. Adding value to a customer’s shopping experience is more likely to keep the customer coming back then giving poor service. Followed by inventory for all retailers it’s important to stay stocked up, otherwise, the customer will shop with the retailers who have the item available. Often time’s customers will shop with their favorite company knowing that other retailer’s carry the same item so it’s important to have the store stocked up at all
Employees should have proper training and knowledge on how the service will deliver in the store. Coffee bean and tea leaf have this called EEEC which stands for Engaged, Excite, Explain and Close, this is how the employees should communicate with their guest. All of these should be done during the period of transaction with the customers. The company implements this so that the employees have a easy and constant connection with their guests.