Digital Business Report 2022

Running head: DIGITAL BUSINESS
Digital business
Name of the Student
Name of the University
Authors note

1
DIGITAL BUSINESS
Table of Contents
Current Scenario.............................................................................................................2
Important Issues.............................................................................................................2
Issue 1: Poor Customer Service in online Platforms..................................................2
Issue 2: Decreasing Brand reputation........................................................................3
Recommended Solutions................................................................................................3
Solution 1: New customer service Portals.................................................................4
Solution 2: Launching individually labelled Product range.......................................5
Implementation Plan......................................................................................................6
Control and Evaluation................................................................................................10
Cost..............................................................................................................................11
Timeline.......................................................................................................................11
References....................................................................................................................13

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DIGITAL BUSINESS
Current Scenario
The competition in the Grocery stores and Supermarket industry of Australia has been
fiercely increasing. With the presence of nearly 2000 business players, the market is now
almost mature and saturated one. Woolworths, as a supermarket chain, occupies almost
37.5% of total market share in grocery and Supermarket business (woolworths.com.au 2019).
Recent circumstances are not in favour of this company as 'Amazon fresh' is eating half of the
market share in this industry (amazon.com.au 2019). This company is becoming popular
rapidly posing a potential threat in the business of Woolworths. This report aims to identify
the crucial issues and plans possible solutions for them.
Important Issues
The entry of Amazon in the markets of the Australian grocery industry is not a good
sign for Woolworths. The industry that has been ruled massively by Woolworths is now
being challenged. There are several issues that worked behind the decreased sales number of
Woolworths and increased popularity of Amazon. Two most important problems are stated in
this part.
Issue 1: Poor Customer Service in online Platforms
Woolworths has been following the traditional way of marketing for a long time.
Recently it has started to change its strategies regarding the present market demands and
trends. The problem with this context is that if one compares the customer service aspects of
Amazon and Woolworths, one can find the problem evidently. There is a huge gap between
the customer service qualities of Woolworths online and Amazon (Youl 2018). Customer
satisfaction is the most important aspect of any business in present days. All the business are
changing their strategies and making them more customer-oriented. Woolworths has tried to
do the same but has failed in many instances. The company has not been successful in