Norstrom Case Study
Nordstrom Case Study
How else can Nordstrom continue to provide exceptional customer service and increase brand loyalty? Nordstrom already provides outstanding customer service and this has a profound affect on increasing the loyalty of their customers. In order to provide or offer exceptional customer service it is imperative that you understand that customer service is about acquiring positive attitudes. This starts with the attitudes of the company’s staff and how it is geared in terms of reacting with the stores’ customers. This can be achieved by simply smiling when talking with a customer in the store, or adjusting your tone of voice over the telephone while engaged in a conversation. A friendly greeting when customers approach a representative really makes the customer feel appreciated, and also giving that customer your undivided attention when they are dealing with a concern that they may have within the store. Overall common courtesy goes along ways in relation to excellent customer service. Nordstrom already has a “no questions ask” return policy which generally makes a customer happy as long as they can provide proof of purchase. They also send out thank-you cards to customers that shop there and also have delivered special orders to customer’s homes via hand delivery. There is also a Personal Book that allows sales representatives to enter and recollect the customer’s specific preference to enhance their personal shopping experience. Nordstrom also uses several channels for shopping, which gives the customer an opportunity to get whatever they need online and the ability to return to the store within an hour for pickup. Nordstrom’s incentive program is based on four different levels according to the customer’s annual spending. The customers that spend at least ten thousand dollars a year will receive free alterations, free shipping, a twenty-four hour urgent telephone line, and a right of entry to a personal caretaker service. Customers
How else can Nordstrom continue to provide exceptional customer service and increase brand loyalty? Nordstrom already provides outstanding customer service and this has a profound affect on increasing the loyalty of their customers. In order to provide or offer exceptional customer service it is imperative that you understand that customer service is about acquiring positive attitudes. This starts with the attitudes of the company’s staff and how it is geared in terms of reacting with the stores’ customers. This can be achieved by simply smiling when talking with a customer in the store, or adjusting your tone of voice over the telephone while engaged in a conversation. A friendly greeting when customers approach a representative really makes the customer feel appreciated, and also giving that customer your undivided attention when they are dealing with a concern that they may have within the store. Overall common courtesy goes along ways in relation to excellent customer service. Nordstrom already has a “no questions ask” return policy which generally makes a customer happy as long as they can provide proof of purchase. They also send out thank-you cards to customers that shop there and also have delivered special orders to customer’s homes via hand delivery. There is also a Personal Book that allows sales representatives to enter and recollect the customer’s specific preference to enhance their personal shopping experience. Nordstrom also uses several channels for shopping, which gives the customer an opportunity to get whatever they need online and the ability to return to the store within an hour for pickup. Nordstrom’s incentive program is based on four different levels according to the customer’s annual spending. The customers that spend at least ten thousand dollars a year will receive free alterations, free shipping, a twenty-four hour urgent telephone line, and a right of entry to a personal caretaker service. Customers