Places and Channels

The Success of T.J. Maxx Case Study

Case Study, Consumer Behavior, Member Activities, Places and Channels, Services/CRM, Strategy and Plans, video

In this case study, students discover how the now global retailer T.J. Maxx transformed off-price retailing into an engaging treasure hunt experience. This case provides students with practical insights into strategic branding, consumer behavior, and supply chain innovation – all within the evolving dynamics of retail in today’s landscape. The written case study is supported by a 10 minute detailed case study video.

The Success of T.J. Maxx Case Study Review the Teaching Activity

Burger King’s Whopper Detour Case Study

Case Study, Consumer Behavior, Digital Marketing, Free Activities, Places and Channels, Products and Brands, Strategy and Plans

This case examines the Whopper Detour campaign for Burger King. This innovative and very successful campaign was built around a fun and playful digital-driven approach using geofencing on their mobile app. It is another classic case study that your students should review. Includes a short case study video.

Burger King’s Whopper Detour Case Study Review the Teaching Activity

Service Recovery Across Customer Segments

Discussion Exercises, Member Activities, Places and Channels, Segmentation and Positioning, Services/CRM

This activity explores service recovery and challenges students to decide whether the hotel should adopt a uniform recovery policy for all guests or tailor its response based on different customer segments. The same service failure situation is presented, but there are seven segments to consider each with varying long-term value to the hotel chain.

Service Recovery Across Customer Segments Review the Teaching Activity

The Success of Walmart Case Study

Case Study, Ethics, Free Activities, Marketing Environment, Places and Channels, Pricing, Services/CRM, Strategy and Plans

This Walmart case study offers students a real-world example of cost leadership and successful retail strategy. By reviewing its Everyday Low Pricing, economies of scale, and efficient logistics management, students will gain insights into this competitive strategy. A great exercise for delving into the reasons for Walmart’s dominance in a highly competitive market sector.

The Success of Walmart Case Study Review the Teaching Activity

Mystery Shopper Exercise and Worksheet (Digital)

Digital Marketing, Experiments, Marketing Environment, Member Activities, Places and Channels, Research and MIS, Review Exercises

This task is designed as a hands-on activity where students compare the website design and functionality of two competing firms, by acting as online mystery shoppers in order to evaluate the likely effectiveness of the website and its impact on the brand and supportive physical evidence. This then leads into an in-class discussion on website design and how it impacts consumer perceptions and behavior.

Mystery Shopper Exercise and Worksheet (Digital) Review the Teaching Activity

Mystery Shopper Exercise and Worksheet (Retailing)

Experiments, Marketing Environment, Member Activities, Places and Channels, Research and MIS, Services/CRM

This task is designed as a hands-on activity where students visit two competing retailers an act as a mystery shopper and evaluate the retail design, atmosphere, and overall presentation of the players. This then leads into an in-class discussion on retail atmospherics and how it impacts shopping behavior as well as consumer perceptions.

Mystery Shopper Exercise and Worksheet (Retailing) Review the Teaching Activity

Classic Case Study: The KFC FCK Campaign

Case Study, Free Activities, Places and Channels, Products and Brands, Promotion, video

This video-based activity explores KFC’s innovative response to a 2018 supply chain crisis in the UK, which led to widespread restaurant closures due to a lack of chicken. Instead of opting for a defensive approach, KFC launched the bold “FCK” campaign, a humorous and self-deprecating apology that turned a potential PR disaster into a masterclass in brand recovery. Students will analyze the campaign’s elements, its impact on KFC’s brand image, and lessons in crisis communication.

Classic Case Study: The KFC FCK Campaign Review the Teaching Activity

Classic Case Study: Real Burger World (Mini Case Version)

Consumer Behavior, Decisions and Mini-Cases, Marketing Mix, Member Activities, Places and Channels, Segmentation and Positioning, Services/CRM

In this mini-case, students explore why a new business with a “good idea” failed to be successful. Please note that is a shorter video for the longer, more detailed, case on Real Burger World (RBW) – a firm that gained attention in the UK by its exposure on a business start-up reality TV show.

Classic Case Study: Real Burger World (Mini Case Version) Review the Teaching Activity

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