Task details Students will submit online in Canvas a essay related to applying the business communication theories discussed in the subject.

In 2022, when XYZ, a retail chain, was founded by the Future Group, it focused less on branded merchandise and offered mostly unbranded merchandise. Due to this, XYZ has faced many challenges that included a perception among customers that its products were of low quality. Also, most of its staff were untrained and so could not provide the desired customer experience. XYZ thus failed to retain the loyalty of customers. The inception of XYZ, competition was stiff in the market; new challenges were emerging and XYZ's strategy of market penetration seemed to have gone wrong. There were a dozen complaints from customers against the company like poor product quality, high price, poor customer service, etc. Moreover, though the company had launched some unique initiatives like a shopping program called the XYZ Exchange Offer, under which customers were invited to exchange household junk. XYZ still found itself lagging behind the competition.

XYZ management realised that employees are not well trained and skilled as per the current requirement. So Top management decided to upgrade the policed and procedures related to Training and development. After a focused discussion with employees they organised planning to train their employees and designed different training programs at all levels and also a robust method of training delivery. The Training & Development programs were executed in a well-structured manner. The programs helped the employees to evolve and had a positive impact on the company's productivity and profitability as a whole. It reinforced goodwill for the business, which led to higher customer satisfaction, lower costs, and faster growth for XYZ.

Questions:

1.Summaries the case and discuss your views on communication theories in given case? (8 Marks)

2.Comment on whether the cultural changes at XYZ are supportive of the strategy being implemented? (7 Marks)