BIZ104: Enhancing Customer Experience Strategy at Woolworths

This report examines the customer experience strategy of Woolworths, a major Australian supermarket chain, focusing on declining consumer loyalty. Through primary data collection (a survey) and secondary data analysis (scholarly articles and social media reviews), the study identifies key issues affecting customer satisfaction, including low product quality, higher prices compared to competitors, and poor customer service both online and offline. The report suggests improvements such as enhanced product quality control, competitive pricing strategies, and improved training for sales executives to enhance consumer experience and regain customer loyalty. The research aims to provide actionable insights for Woolworths to address these challenges and improve its customer satisfaction levels.