They survived simply by using a business model that sustained them. However, they will need to continue to focus on change management in order to research business needs, reduce risk, creativity and implement change that benefits customer needs. The target company will have to make the necessary changes that will improve the customers' shopping experience. Their corporate change management business model needs to reflect whether one or both incremental or second-order changes are the best solution for them. It is in the company's best interest to evaluate and leverage customer feedback through personal in-store experiences, random surveys resulting from direct communication with customers, online feedback, and manager escalation to discover how to use these tools as continuous improvement methods. We also concluded that the target company will better cushion and position the company if it uses both external and internal change agents, both inside and outside the company, to strategize a new perspective and think outside the box with ideas to increase customer satisfaction. By also soliciting the voice of your target customers, they will understand what customers like and don't like about their overall experience. Change management is vital and fundamental to this organization and will therefore prove to be a solution