Nordstorm Case Study
Nordstrom Case Study
1. How else can Nordstrom continue to provide exceptional customer service and increase brand loyalty?
Every retail company should want to strive to distribute great customer service. Customer service is basically the way employees interact with customers. Good customer service to me is greeting me with a smile when I enter the store, ask is there anything that I need assistance with, upon checking out ask if I found everything ok and welcome me back to shop in that store again. I hate going into stores where the sells representatives do not acknowledge customers when entering the store. I also feel it is rude for employees to hold personal conversations with other employees in front of customers. Personal telephone conversations are not good characteristics for good customer service. I think every company that works with the public should require their employees to take customer service classes as a prerequisite before starting on the job. The customer service field can be challenging at times, especially when dealing with irate customers. Employees must always remember to maintain the customer is always right mentality. Nordstrom has been acknowledged on numerous occasions about their exceptional customer service. It’s evident that Nordstrom is above average with their customer service skills. My suggestion for the company is to keep doing whatever it is they are doing. My philosophy is if it’s not broke than don’t fix it. Build personal relationships with loyal customers. This will help you be able to assist the customer with their shopping needs and you would be able to make recommendations to them on new merchandise. Nordstrom already provides a friendly, comforting environment which will automatically draw the customer back into the store. It is important for the customer to know that the focus is on them. It is suggested that Nordstrom can increase brand loyalty lowering the point and spending requirements for tier
1. How else can Nordstrom continue to provide exceptional customer service and increase brand loyalty?
Every retail company should want to strive to distribute great customer service. Customer service is basically the way employees interact with customers. Good customer service to me is greeting me with a smile when I enter the store, ask is there anything that I need assistance with, upon checking out ask if I found everything ok and welcome me back to shop in that store again. I hate going into stores where the sells representatives do not acknowledge customers when entering the store. I also feel it is rude for employees to hold personal conversations with other employees in front of customers. Personal telephone conversations are not good characteristics for good customer service. I think every company that works with the public should require their employees to take customer service classes as a prerequisite before starting on the job. The customer service field can be challenging at times, especially when dealing with irate customers. Employees must always remember to maintain the customer is always right mentality. Nordstrom has been acknowledged on numerous occasions about their exceptional customer service. It’s evident that Nordstrom is above average with their customer service skills. My suggestion for the company is to keep doing whatever it is they are doing. My philosophy is if it’s not broke than don’t fix it. Build personal relationships with loyal customers. This will help you be able to assist the customer with their shopping needs and you would be able to make recommendations to them on new merchandise. Nordstrom already provides a friendly, comforting environment which will automatically draw the customer back into the store. It is important for the customer to know that the focus is on them. It is suggested that Nordstrom can increase brand loyalty lowering the point and spending requirements for tier
References: Kotler, P., & Keller, K. L. (2012). Marketing management (14th ed.). Upper Saddle River, NJ: Prentice Hall. Zacks Equity Research. (2013). Nordstrom’s Risk-Reward Balanced. Retrieved from http://www.zacks.com/stock/news/81770/Nordstroms-RiskReward-Balanced.