) You are the operations manager of a national clothing chain in Saudi Arabia. Three months ago, you opened a new retail store in Dhahran Mall.During the Grand Opening week, customers were lined up outside the store for the opportunity to come in and experience the atmosphere of the store and, of course, buy your company's products.

Recently, however, you have monitored social media and reviewed your customer complain data in your CRM. What you see has you very concerned. Customers have long wait times getting help in the store, and when they do talk to a store employee, they leave the interaction very dissatisfied with conversation. They report leaving the store without buying anything, because service is so bad.

In the space below, explain what you will do to understand the customer experience (CX) that is being reported on social media and to your service complaint department. Use the content from your notes to develop your plan. Do not just provide a list. Provide a plan on how you can understand the problems. Use the content from the lecture notes. If you just make up what you "think" you should do, you will get this question completely wrong. Use the course material.