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                                                      Customer Reviews

  Macy’s is a large-scale company with an immense base of customers and many positive reviews, but it does not technically mean that they do not receive negative reviews as well.  Additionally, plenty of customers complained about several Macy's services. During Black Friday, Macy’s mobile application received multiply negative feedback from a lot of customers. They complained that they couldn't remove items from their shopping bags, couldn't pay for their items, and couldn't log in the Macy's website. It is to our knowledge that Macy's has tons of amazing deals, in their physical locations as well as their mobile application. People tend to use Macy's mobile application to navigate for new deals or current discounted items. As a result, their server is crashed due to so many people ordering and paying at the same time.

Therefore, we recommend Macy’s to create a new application named, Macy’s Discount, to avoid further latency at Macy's current application. Macy’s Discount will be designed for customers to navigate for discounted items and many other great deals.

Macy’s Discount Application

Macy's Discount mobile application will only include the specific discounted and/or selected items that are at an affordable price. There many different types of customers, and within that list, there are the ones that are constantly looking for new deals and other types of discounts. It would be a pity if their mobile application crashed when they are just trying to buy one single thing out of the discounted items. In results of the purchases at the second mobile application, Macy's Discount, the sales will be added to Macy’s regular mobile application. This application could solve the server crash during big deals & events such as annual holiday seasons and/or dates, Black Friday and Cyber Monday.

Macy's Discount Webpage

Customers will have the chance to go to a separate website which will only display the discounted items and many other amazing deals as well. Macy's Discount application will have a tab including all of Macy's contact information in which there will be the Macy's Discount Website, it is basically for the same reason that we are recommending Macy's to add the second website. Internet sites are often crashing because of so many people accessing the website at the same time and clicking different categories in the website as well. This could easily be fixed latency issues and angry customers, there will be less negative reviews about this particular Macy's service, and people won't exit the purchasing process when they are frustrated. Definitely raises the sales!

Security of internal information

It has come to our attention that Macy's has added the ability to check-out their customers with the access of a tablet, an iPad to be specific. Employees, have the responsibility to carry an iPad with them throughout their shifts, this includes walking around with the iPad to assist their clientele with any additional help that they need.

The iPad includes several mobile applications where they are able to check what is in their stock/ what is not in their stock, as well as what the other Macy's locations have, the price of a certain item along with the details of that specific item. Finally, you could also check-out the customer, as long as they are paying with a debit and/or credit card. Additionally, this is a great Idea! It lessen the amount of people waiting in line to leave, it increases sales, and is fairly easy to use, with regards to less employee's mistakes. However, it has come to our attention that even if the iPad asks for a password and username it is easy to steal the iPad itself, and also you have to admit a username and password is sometimes not that effective. Biometrics fingerprints is a great additional feature for the iPad! This will only be accessible to whomever Macy's decides to provide the iPad to! Employees are often leaving the iPad around and they could easily be picked up by anyone else. With the requirement of the fingerprint they will be able to keep that information on lock down, and Macy's information secure! If they are going to advance their services with technology how about adding extensive security to make the Ipas’s last!

Social Media

Currently, Macy’s has a vast social media information system, these social media sponsors present the company as a whole. Although the official website has a push server to provide discount message, and events. The Sales and Marketing department need its own Facebook, Twitter, and Pinterest accounts to connect with customers.

For example, Macy’s is now encouraging customers to take pictures, which they include Macy's staff, customers buy at Macy’s and post their pictures on their personal Facebook or Twitter account. It is not easy for Macy’s official Facebook account to forward lots of customers’ feedback. However, Macy’s sales and marketing department can focus on customer feedback to reflect products quality and popularity.

Moreover, since Macy’s is a hyper-social organization, it should manage the many risks that social media bring to them and their employees, including user-generated content. However, there is not a specific social media policy in Macy’s official website.

As a recommendation, we suggest for Macy’s to create an official social media policy for their employees to follow! This will create a disclosure limit and list the responsibility of their employees projecting their information. As for the user-generated content, there are four problem sources—Junk and crackpot contributions, inappropriate content, unfavorable reviews and mutinous movements. Company should keep monitoring and training the employees to deal with these problems properly, such as deleting it, responding it or just leaving it as it is.