Nordstrom began as a shoe retailer, and eventually transition into a fashion and apparel department story, but all along it was the strong desire of management to provide "the highest level of customer service" with "top of the line, high quality merchandize" (Chapter 5). This paper points to the need for Nordstrom to continue to expand its great customer service, and the risks it might take in that regard.
Nordstrom and Customer Services
How can a great company known for exceptional customer service continue to provide that service and at the same time boost customer loyalty? Given the extraordinary measures that Nordstrom already has gone to -- and goes to -- how can they continue to provide services that go above and beyond what other upscale department stores? These are the salient questions for this paper. Ideas for continuing to provide great customer care services are provided in the following paragraphs.
Child Care at Nordstrom
One service that could be implemented is child care for shoppers -- while they shop. While some Nordstrom stores provide child care for employees, why not provide it for customers? Let's say a woman with a 3-year-old child is shopping for Christmas gifts, and her usual day care services are not available on this particular day. Since Nordstrom had a licensed child care provider in a very child-friendly facility in the store, it would be a very helpful customer service for the mother. The licensed provider could be a registered nurse, who would also be competent to see to it that the health of the child was good, albeit, Nordstrom doesn't want to get into the healthcare / doctor business. Still, this would be a wonderful way of going the extra mile for mothers who bring their children to the store.
Fundraising and Support for Nonprofit Community Organizations
This is a project that would be very attractive to many customers who are involved in volunteer work for nonprofit community organizations, or for customers that make donations to certain community groups working for social change or are advocates for certain segments of the population. For example, customers...
(Setting and Measuring Service Standards) The store then appointed supervisors to ensure that all employees were following the procedures properly and even used 'mystery shoppers 'to find out if all the measures were being implemented, and the reports showed that they were indeed being followed, about 90% of the time. Subsequently, the management of the Revco Drug Store measured the number of complaints, to find out whether there had been
The communication system may be able to facilitate the transfer of information, but an essential component of a CRM system is the transfer of responsibility. Somebody at the company must be responsible for every customer issue that arises. This is the only way that the company can ensure that its customers' needs are truly being met. Because of this need for responsibility, it is essential that customer relationship management
JC Penny Makeover Background on U.S. Department Stores and Background on J.C. Penney Dr. Robert Tamilia (Marketing professor at the University of Quebec at Montreal) explains that the department store in America not only "…revolutionized the retail store," and the shopping experience, and the available of products and promotional techniques, the department store contributed in a major way to the evolution of "...hiring practices and inventory control procedures" (Tamilia, 2002, p. 3).
Starbucks Coffee Company Introduction & Overview Starbucks came into being in 1971 and was named after the first mate in Moby Dick by Herman Melville. The first store of Starbucks was opened in Seattle's Pike Place Market. Gordon Bowker, Jerry Baldwin, and Zev Siegl were the first three owners of Starbucks. It is Starbucks' mission to be "an inspiration as well as nurturing force for the human spirit." The coffee beans
The corporation or seller could benefit by developing marketing strategies prior to consumer reviews being available online. Seller Response to Novice and Expert Consumers Before allowing consumers to post product reviews on a corporations or sellers website, the seller should consider the size of the segments of expert consumers and novice consumers. For example, the seller may benefit from selling certain products if a significant number of expert consumers exist, especially
Companies that have invested in defending their brand and managing the customer experience outside of their website have seen great returns. Within the travel industry, for example, companies such as InterContinental Hotels Group and Royal Caribbean Cruises have both extended their reach to manage the customer experience on partner sites with a very high degree of success. In each instance, their efforts have resulted in an improvement in the
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