Software
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.
It is noted that Macy’s has always been attuned to local educational and social needs (i.e. Reading is Fundamental, COVD-19,etc).
ReplyDeleteAs the Emirates are currently cooperatively launching a Mars Project it is suggested that the Blooningdales and Macy’s located in the Emirates could launch a scientific contribution program to enhance the pursuit of scientific studies among school aged children in that area. Such a program could be modeled after those that have been successful locally (i.e. Reading is Fundamental).
Sincerely,
Kenneth Kerr
Associate Number 71652838
Store 665