Business Report: David Jones Business Strategy and Recommendations

This business report provides a detailed analysis of David Jones' current business strategies, focusing on customer value proposition and potential areas for improvement. The report identifies key strategies for enhancing customer experience, including recommendations for online purchases, offline store layout modifications, and the integration of ethical product categories. It suggests improvements to online catalogues, chat features, and refund processes, alongside layout changes in physical stores with dedicated desks based on catalogues. The report also emphasizes the importance of customer service training and eco-friendly packaging. The analysis is based on the IDIC and DIRFT models, highlighting the importance of understanding customer preferences and leveraging ethical buying practices. The report recommends that David Jones should focus on customer-centric approach to drive business growth by improving customer experience and incorporating eco-friendly practices.

BUSINESS REPORT

Table of Contents
Business Value Proposition.............................................................................................................3
Recommendations............................................................................................................................4
Online Purchases....................................................................................................................4
Conclusion.......................................................................................................................................4
REFERENCES................................................................................................................................6

Business Value Proposition
The CEM strategy clearly helped in identification of varied customer preferences and the
business value can be improved by targetting social media and giving respect to ethic-based
choices To, Chau and Kan, (2020). Such differentiation in layout , both online and offline,
coupled with suitable technological additions as well as means for further interaction to seek
reviews and appraisals shall bring a customised customised change in a piecemeal but consistent
way Yang and et.al., (2017).
New grounds can be covered based on variants selected on the basis of their ethos : first move of
its kind to garner more interest, with a new promise of – Infinite Diversity with Infinite
Combinations : Styling an Eco-friendly Australia. This would also connect subconsciously with
the growing environmental concerns.

Recommendations
Focussing on different segments of customers is very crucial. Research suggests the issues of
layout of the online as well as offline store Carvalho and Jonker, (2015). Category wise
recommendations are:
Online Purchases
 catalogues to be divided in 3 categories – local designers, international designers and a
special new entrant highlighting the best and most ethical products with a brief overview
 alternatives of similar products shall be made available via tags
 assistance through online chat boxes with a voice based search feature available all
throughout
 refunds, returns and gains on online shopping to be eased with an improvement in the
outsourcing of delivery or developing its own – SMS/emails based updates: a choice to
be given along with payment options
 new service desk dedicated only for picking up online orders similar to a McD drive thru
Offline Purchase
 Layout Modifications shall involve signage and dedicated desks based on catalogues like
Kids, Adult and Seniors theme; further assistance can be provided then on the basis of
signage highlighting Local, International and a new category based on Ethical value
 New category variants to be given a brief overview
 Each billing desk to have a suggestion and review form designed for quick appraisal
 Customer Service Training programs for individual desks (reducing burden on human
memory): with specific knowledge about selected variants put in the new “Best and
Ethical” category [suitable name to be chosen]
 Dedicated value to v-loggers:promoting stylist services
General Upgrades should include sustainable and eco-friendly packaging options
and a team for social media presence Payne, Frow and Eggert, (2017).
Conclusion
Relevant recommendations have been developed and given on the basis of the strategies so
mentioned. These are the most relevant ones as both the models emphasise on customer
preferences and subconscious needs.

David Jones if remodelled with a customer friendly layout, most relevant identified need based
on the opinions sought, then an environmentally friendly David Jones can be advertised. Such
layout modification is based on Differentiation of customer preferences along with a streamlined
process for further interaction. This can establish a consistent way for reviews and appraisal
which would ease piecemeal customisation in future.
This strategy is based on the IDIC model. A further analysis to seek first mover advantage
involved usage of DIRFT model. David Jones should tap into the ethic-based buying practices,
giving due value via a special space in the catalogue while simultaneously also tapping into the
subconscious spirit of Australian population with its enhanced commitments to eco-friendly
ways by way of suitable packaging and delivery upgrades.

REFERENCES
Books & Journals
To, C. K., Chau, K. P., & Kan, C. W. (2020). The logic of innovative value proposition: A
schema for characterizing and predicting business model evolution. Journal of Business
Research, 112, 502-520.
Yang, M., & et.al., (2017). Value uncaptured perspective for sustainable business model
innovation. Journal of Cleaner Production, 140, 1794-1804.
Carvalho, J., & Jonker, J. (2015). Creating a Balanced Value Proposition–Exploring the
Advanced Business Creation Model. The journal of applied management and
entrepreneurship, 20, 49-64.
Payne, A., Frow, P., & Eggert, A. (2017). The customer value proposition: evolution,
development, and application in marketing. Journal of the Academy of Marketing
Science. 45(4). 467-489.