Old Navy is a brand owned by Gap, Inc. As a whole, Gap’s purpose is “to make it easy for you to express your personal style throughout your life” (www.gapinc.com). The culture of Gap, Inc is governed by their key values: integrity, respect, open-mindedness, quality and balance. One way Gap achieves their purpose is through one of their four brands, Old Navy. The brand is known for offering on-trend apparel and accessories at great value. Old Navy's mission is to offer affordable, fashionable clothing and accessories for the whole family (www.oldnavy.com). Their mission is defined in terms of customer benefits rather than in terms of goods or services. For the remainder of this analysis, the Company will refer to Old Navy and not Gap, Incorporated.
Old Navy’s objective, according to Gap, Inc., is to “offer great fashion at great prices for, everyone” (www.gapinc.com). This objective is certainly easily translated into the company’s objective. The company’s mission and objectives illustrates its focus on the customer rather than sales and profits.
The mission and objective translates into their marketing objective. In 2004, after a long period of disappointing sales, Old Navy refocused its efforts on serving the customer. The company educated its employees on all levels of the company from strategic to sales levels. Jenna Whitney, the director of Learning and Development developed a “Service Map” to be displayed in employee areas at every Old Navy location (www.fastcompamy.com). The map provided a guide to “an interactive exchange of dialogue, exercises, and questions that emphasize each individual’s role in providing customer service” (bid). In addition, a...