Question

Which of these companies is most in need of a strategy to improve customer responsiveness?

a. A television manufacturer has had trouble keeping up with its competitors. The company hasn't released a significant new technology in the last three years. All of its new televisions are using preexisting technology.
b. A grocery store chain has an inventory challenge. The store is purchasing fresh produce at a rate that is faster than customers are buying it, leading to excess produce that goes bad on the shelf and must be discarded.
c. A cable television company has a public relations problem. Customers have been posting on social media that the phone lines are clogged and it takes more than 30 minutes on hold for them to speak to a representative about their cable bill.
d. A fast food restaurant has seen a steep decline in sales of its previously top-selling burger since making a small change to its sauce recipe ingredients. It used to purchase its mayonnaise from one distributor and now purchases from a different seller.

Answer 1

The cable television company needs to address its customer service issues, notably long wait times, to improve its customer responsiveness and overall public relations.

Step-by-step explanation:

Out of the companies listed, the one most in need of a strategy to improve customer responsiveness is the cable television company with a public relations problem where customers are experiencing long hold times. This issue directly affects customer satisfaction and the company's image in the public eye, which can have immediate and long-term effects on the business. In comparison, while the other companies do face challenges, those are more related to product development, inventory management, and consumer preferences, which do not involve direct customer service improvements.