1.

Viewpoint:

As the CEO of ABC Retail, I see these difficulties clearly and am prepared to meet them head-on. We
must put a priority on improving the customer experience, react to market trends and competition,
optimize our training programs, efficiently manage expenses, and embrace sustainability principles if we
want to succeed in this fast changing world. This all-encompassing strategy will put us in a position to
succeed and advance in the retail sector while also overcoming the current obstacles.

2. Problem Statement:
 Even though the retail market has been growing at a rate of 3% per year for the past five
years, ABC Retail has experienced a consistent decrease in its market share by 2% over
the same period.
 The recent customer satisfaction survey found that 20% of our customers were not
satisfied with their in-store shopping experience.
 The employee training program received a significant investment of P100,000 last year,
but there has been no noticeable enhancement in service quality.
 The country's inflation rate has risen to 6% in the last year, causing prices of goods and
operational expenses to go up, which leads to a decrease in profit margins.

3. Areas of Consideration:
 New environmental regulations requiring a reduction in plastic packaging.
 Economic forecasts and trends affecting consumer spending.
 Cultural factors influencing shopping habits.
 Trends in consumer behavior and lifestyle
 Utilization of technology in improving customer experience.
 Technological advancements in the retail industry.
 Specific issues such as long checkout queues and unhelpful staff.
 Inventory management strategies to minimize costs.
4. Objectives:
 The CEO of ABC Retail, should see these difficulties clearly and prepared to meet them
head-on. He must put a priority on improving the customer experience, react to market
trends and competition, optimize training programs, efficiently manage expenses, and
embrace sustainability principles if he want to succeed in this fast changing world. This
all-encompassing strategy will put him in a position to succeed and advance in the retail
sector while also overcoming the current obstacles.

Specific: Reduce the dissatisfaction rate in the in-store shopping experience to 10% or
less within the next 9 months.
Measurable: Regularly assess customer satisfaction through surveys and feedback.
Achievable: Implement strategies to streamline checkout processes and improve staff
training.
Relevant: Focuses on addressing the key issue of poor in-store experience.
Time-bound: Achieve this objective within 9 months.

5. Alternative Courses of Action:

 The process of expanding a business online and transforming it digitally. The pros of
investing in a robust online platform include addressing online competitiveness, offering
24/7 customer support, reaching a broader customer base, and collecting valuable
customer data. However, there are cons such as the need for significant capital for
technology infrastructure and ongoing maintenance costs, as well as potential
challenges in gaining market share quickly and resistance from existing staff.

 The revamped employee training programs have advantages such as improving service
quality, boosting employee morale, and enhancing customer experiences. However,
there are challenges in terms of time and resources needed for redesigning and
implementing the programs, potential resistance from employees, and the time it takes
for the effectiveness of the programs to be measured and seen.

 Improving the in-store experience has several advantages, including increased customer
satisfaction, more foot traffic, higher sales, and improved customer loyalty. It also shows
a dedication to excellent customer service. However, it requires investments in store
layout, technology, and employee training. It may not completely solve the challenges
posed by online competitors.

6. Conclusion and Recommendation:

Conclusion
 In summary, ABC Retail is facing significant challenges in the competitive retail industry.
After conducting a thorough analysis, we have identified key problem areas and
proposed alternative solutions. These include addressing a decline in market share,
 improving employee training programs, managing inflation and costs more effectively,
and complying with new environmental regulations.
 In order to improve its market position and competitiveness, ABC Retail should take a
holistic approach that includes expanding online, improving the in-store experience, and
providing thorough employee training.
 They should also be cautious when implementing cost-cutting measures to ensure that
quality of service and employee morale are not affected. Switching to sustainable
packaging not only aligns with environmental regulations, but also shows corporate
responsibility and attracts environmentally conscious customers.
 Lastly, it is important for ABC Retail to prioritize customer satisfaction and loyalty for
long-term success, whether through better in-store experiences or enhanced online
services.

Recommendation

 Based on my analysis and evaluation, my best recommendation is for ABC Retail to focus on
expanding their online presence and implementing 24/7 customer support. This will help them
compete with competitors like XYZ Mart and LMN Superstore. Additionally, improving the in-
store shopping experience and enhancing employee training are important in addressing
customer dissatisfaction and ensuring customer satisfaction both in-store and online.

7. References and Appendices:

https://www.imf.org/en/Publications/fandd/issues/Series/Back-to-Basics/Inflation

https://www.accenture.com/us-en/insights/song/customer-experience-index