Business Problem: Grocery America
The current state of the American economy has businesses across the country scrambling to find new ways to gain competitive advantages and improve their chances of survival. Companies large and small are facing tough times, and Grocery America is no exception. This large and well-known chain of retail grocery stores has been in business for nearly 25 years but now finds itself struggling to stay afloat. Currently the number five grocery retailer in the country, the company will have to find a way to climb to the lead position in its market to remain in business. By identifying the main problem for the company and preparing a plan for answering some basic research questions, Grocery America can begin its ascent toward reaching its goals through research and results analysis.
Problem Statement
Grocery America competes in an industry where customers have many stores to choose from. A variety of factors draw customers in or deter them from shopping at a particular store and the goal of Grocery America is to determine what factor it can strengthen in order to gain the highest competitive advantage. The company has decided to focus on the competitive factor of customer service ratings, and now it faces the problem of deciding what areas of its customer service need improvement. Once these areas have been identified, the company will be on the road to making the changes needed in order to influence potential customers to choose Grocery America over all other options.
Being the best at serving its customers is of highest importance to the company because it believes that excellent customer service will often take precedence over other competitive factor such as slight price difference, location, and selection. Having the best cu ...