Question

Retail Shine, a mid$-$sized retail store, has been facing declining customer satisfaction scores over the past year. Despite offering competitive prices and a wide range of products, customer feedback indicated issues such as long checkout times, unhelpful staff, and poor store layout.

As a Strategic Planning Manager, you are required to write a report to the top management pertaining to these issues. In the report, you are required to include all of the followings:

a$)$ Explanation on the perspectives of a balanced scorecard.

b$)$ Discussion on the importance of implementing the balanced scorecard to the retail industry.

c$)$ Description on the THREE possible reasons based on the issues occurred in Retail Shine.

d$)$ Discussion on the strategies to improve customer service experience.

e$)$ Discussion on the implications if the strategies taken by Retail Shine.