- One of the main problems with the structured process is that the Dolphin mobile Scanners crash frequently in certain areas.
Our recommendation to this problem is to improve the wifi connection and add multiple routers throughout the store, this will allow employees and managers to be able to access the information needed right at their finger tips rather than having to go to the office each time to print a label or search up a product.
- Another problem is that not all employees have access to inventory information. This can impact in a negative way the customer's experience if there is not a manager around to help right away. Our solution is to allow all employees access to the backroom system. Our recommendation is to download Spirits app via iPhone/android for quick and easy customer service.
- An additional problem is that customers need to search the entire store for a certain product they might be looking for. One solution for this could be that customers had access to a product list that could them where every product is, by setting up iPad stations around the store this will allow customers to simply search for the product that they are looking for and to see if it is in stock or not. If the product seems to be out of stock the iPads will then alert a manager or the owner that this product needs to be reordered. Now the customer does not want to leave empty handed, the iPads will also give a recommendation on a product that is similar to the one that they were looking for this allows the customer to then broaden their palate and get them to try new wines, spirits, or beers.
For the Dynamic structured process chosen, which is social media, more specifically instagram, we noticed that one of the problems is that there is not much interaction between the company and their customers through social media. we have a few recommendations to take more advantage from this platform:
- Interact with followers on social media platforms. In todays age social media has become a major part in our lives and by interacting with the customers/ followers this gives Buy Rite the upper hand because they will attract new customers by one posting the new products that will catch the eye of one of their followers as well making the customer/follower feel good and give them a positive experience not just in store but also on social media.
- Creation of twitter page to gain 21-25 age group following. When creating a twitter page Buy Rite has to understand that they will be going after a younger demographic who may not be spending as much money as the older generation customers. Although on their twitter page they can focus on the craft beer aspect which has been booming in the past couple years which targets the younger generations. This in turn will hopefully bring in the 21-25 age demographic into the store.
- Use social media review sites as a way to improve customer service. In the retail business customer service is the most important factor to focus on and by using social media review sites such as yelp and google reviews Buy Rite can see what customer service features they have to work on or which features have they got down properly. Because at the end of the day the customer is always right.
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