Issues: 1. Little investment in technology: Due to outdated technology and store layout, many locations are not optimized for quick customer checkout. 2. Lack of PR: Not having an authoritative voice in social media can be a huge weakness when trying to learn where to expand to satisfy customers and address their concerns. Competitors such as Amazon and Wal-Mart outrank them on having that direct contact with consumers. 3. Limited Product Selection: TJ’s doesn’t sell a wide variety of products that could be found at competing grocers. This can even hinder its target consumer from making a trip to its stores. Recommendations: 4
1. With its lack of updated technology, TJ’s sees longer lines. To resolve this issue, they can install extra checkout counters, as well as update their systems to expedite checkout time. 2. To stay ahead of the competition, TJ’s needs to understand it’s operating in the digital age and the influence social media can have on its brand. By having an online presence, TJ’s can cater to customer demands in real-time. Social media can have a significant impact on your bottom-line and there are social media monitoring tools that allow a company to find out how much value can be generated from various platforms (see Exhibit 1). 3. TJ’s can look into products it can offer aside from food so consumers do not have to seek out other grocers when picking up basic necessities. This can make TJ’s the one-stop-shop for its customers, effectively increasing their market share. 5
Exhibitions Exhibit 1 Social Media Monitoring Tool 6
Source: SimplyMeasured, , accessed February 2017. 7
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