How Else Can Nordstrom Continue to Provide Exceptional Customer Service and Increase Brand Loyalty?

In: Business and Management

Submitted By zainabali
Words 316
Pages 2
How else can Nordstrom continue to provide exceptional customer service and increase brand loyalty?

First before even thinking of how to offer exceptional customer services it is important to realize that customer services is not just a way of doing things but an attitude. Achieving this only require changing the attitudes of company employees towards the company’s customers. This might involve simple acts like smiling while talking at customer over phone, a smile that is normally reflected on the other side of the phone; something that has been associated with Nordstrom but that ought to be improved with every passing year. It might also entail using proper salutation every time you are addressing customers, listening and genuinely showing interest in addressing their concerns, and general courtesy toward your customers.

As for enhancing brand loyalty, Nordstrom ought to increase its efforts of establishing rich relationships with its customers. The best place to start looking at this is how their products can be differentiated from those of other distributors. They should also ask themselves what would separate them, their experiences, and the unique services that they bring to the people. This is because the degree to which customers will value them and will always be in direct proportion to their contribution that they make to customers. In boosting the value that they deliver to their customers there are a number of areas that they should zero in namely; getting to more closely know of their customers, distinguishing between customers’ needs and wants, knowing the limitation of their competition, and generally doing the right thing.

What are Nordstrom’s greatest risks, and who are its biggest competitors?

While Nordstrom has always position itself more in terms of increased customer services it ought to also define itself as offering value in…...

Similar Documents

How Businesses Develop Brand Loyalty

... Dec. 13 2012 How Businesses Develop Brand Loyalty BRAND LOYALTY 1 Abstract Apple is a company that has very loyal customers. Even though their products can be a little more costly than other companies, the scope of their products make its worth it to a consumer who is brand loyal to Apple. The wonderful customer service, the ability to link up the products and the ease of use are just of few of the things that keep these customers so loyal. BRAND LOYALTY 2 Brand loyalty. When I hear these words the first thing that comes to mind is Apple. Once a person purchases their first Apple product it seems inevitable that their future electronic purchases will also be Apple. Apple makes sure to keep their customers coming back for more. DevineCaroline.com stated “it doesn’t hurt that their ad budget is a half a billion dollars.” Brand loyalty has played a rather large part in Apples tremendous success in the world of technology. The late Steve......

Words: 936 - Pages: 4

How Investment Can Increase

...benefits for the UK when it is investing overseas. Investment is spending by firms on buildings, machinery and improving the skills of the labour force. Investment is an injection into the economy, which may cause a multiplier effect to operate so that the increase in national income is likely to be larger than the initial injection. This diagram shows how an increase in investment overseas means there wil be foregn direct investment so there will be a huge flow in capital, which will allow the economy to benefit with exchange of supply and demand. Advantages Of Foreign Direct Investment There is a huge inflow in capital, technology and openings in employment. The economy benefits with exchange of supply and demand in an international market. Foreign direct investment increases the employment in the trading countries which is a significant benefit. Imports and exports increase in both the trading countries. The quality of the product increases with a free flow of international trade. There is widespread technological advancement. There is a spill over effect of technology and quality in the existing economies. Focus on research and development increase The profits gained by foreign direct investment increases re-investment opportunities in the developing economy. Low transportation costs Avoiding trade restriction to expand into foreign markets Tax benefits Same currency converters for revenue and costs, thus reducing risk by foreign......

Words: 519 - Pages: 3

Nordstrom

...How else can Nordstrom continue to provide exceptional customer service and increase brand loyalty? First before even thinking of how to offer exceptional customer services it is important to realize that customer services is not just a way of doing things but an attitude. Achieving this only require changing the attitudes of company employees towards the company’s customers. This might involve simple acts like smiling while talking at customer over phone, a smile that is normally reflected on the other side of the phone; something that has been associated with Nordstrom but that ought to be improved with every passing year. It might also entail using proper salutation every time you are addressing customers, listening and genuinely showing interest in addressing their concerns, and general courtesy toward your customers. As for enhancing brand loyalty, Nordstrom ought to increase its efforts of establishing rich relationships with its customers. The best place to start looking at this is how their products can be differentiated from those of other distributors. They should also ask themselves what would separate them, their experiences, and the unique services that they bring to the people. This is because the degree to which customers will value them and will always be in direct proportion to their contribution that they make to customers. In boosting the value that they deliver to their customers there are a number of areas that they should zero in namely; getting to...

Words: 263 - Pages: 2

Papers on Customer Loyalty in Cellular Services

...Energy, Infrastructure and Communications I n tandem with the pick-up in overall industrial growth, core industries and infrastructure services have also evinced signs of recovery with easing of supply bottlenecks in certain sectors and demand recovery in others. The robust growth momentum in telecommunications, particularly the wireless segment, continues with monthly additions exceeding 17.6 million connections. In the midst of the worstever slowdown in the history of world civil aviation, even the modest levels of growth in India are indicative of resilience. Core industries like power, coal and other infrastructure like ports and roads are also reviving. Available evidence points to a steady revival of flows of investible resources. However, the levels of broadband penetration, capacity creation in some crucial infrastructure sectors and the state of development of markets for longterm finance remain causes for concern. There is need to develop infrastructure to complement and sustain the economic growth momentum. Efforts—legislative, administrative and executive—are on to minimize the infrastructure deficit, ameliorate bottlenecks in completion of projects and nurture core industrial intermediates and infrastructure services. 10 CHAPTER 10.2 The stimulus measures announced by the national authorities worldwide to combat the economic slowdown contained infrastructure buildup plans. In line with the rest of the world, the Union Budget for 2009-10 substantially......

Words: 24084 - Pages: 97

Brand Loyalty and Involvement in Customers of Cellular Networks

...Brand loyalty and involvement in customers of cellular networks Presented To the Faculty Of The Department of Management Sciences IQRA University Gulshan Campus In the fulfillment of Course “Research Methodology” EDP Code (9140) Submitted to Sir Tehseen Javaid Submitted by Group No # 6 Fahad Ahmed Farooqi (7937) fahad.876@hotmail.com Faraz Ahmed Malik (4255) farazahmedmalik87@gmail.com Farhan Ali Khan (3796) farhan.exe@gmail.com Muhammad Azeem (6834) azeemm950@gmail.com Muhammad Omer Saeed (6835) umersaeed90@hotmail.com Fall 2013 Acknowledgement All praises and thanks are for Almighty Allah Who is the source of all knowledge and wisdom endowed to humankind and to the humanity as a whole. We would particularly like to thank my project advisor Sir Tehseen Javaid and project coordinator for many insights that they provided throughout this report. Their guidance and support proved to be useful tool in making the repot a quality one. The encouragement and assistance of our parents and friends provided us a great deal of wisdom towards the completion of this report. Thank you. Table of Contents Abstract…………………………………………………………………………………….3 1.1 Introduction 4 1.1.1 Statement of The problem 4 1.1.2 Research Objective 4 1.1.3 Research Questions 5 1.2 Review of Related Literature 5 1.3 Research Methodology and Data Collection 11 1.3.1...

Words: 5669 - Pages: 23

Nordstrom Mba 5501

...Unit 2 Case study – Question 1 pg 148 The first question in the book is very interesting. The question is how else can Nordstrom continue to provide exceptional customer service and increase brand loyalty? Well to begin with we have to start accepted wisdom of how to put forward extraordinary patron services it is imperative to become conscious that purchaser services is not just a line of attack of responsibility of doing effects but an positive mind-set. Accomplishing this no more than have need of changing the mind-sets of corporation human resources towards the businesses clientele. Nordstrom goes out of their way to take care of its most loyal customers. Nordstrom does this by using the “Fashion Rewards Program, rewards customers on four different levels based on their annual spending” (Kotler & Keller, 2012, p. 148). An example of this can be found in the text book on page one hundred forty eight. Nordstrom goes above and beyond to take care of their customers. They could have easily have just done easy acts of kindness such as being in good spirits while conducting an conversation with an client over telephone, being in good spirits can resonate over the phone and become infectious to the customer in the other end of the telephone. This has been somewhat that has been linked with Nordstrom but that have to be enhanced with each day. Its capacity also might be as simple as by means of an proper acknowledgment every moment in time you are talking to the......

Words: 887 - Pages: 4

Nordstrom and Harley-Davidson

...APPLICATIONS – NORDSTROM Diagnosis Company Background Industry: Retailer (Upscale US department store chain). Founder: John W. Nordstrom and Carl F. Wallin. Headquarters: Seattle, Washington, US. Product: Footwear, clothing, accessories, handbags, jewelry, cosmetics, and fragrances. Number of location: 112 full-time stores, 69 Nordstrom Rack clearance stores, 2 Jeffrey Boutiques and 1 clearance stores Connecting with customer 1) Maintain "no question asked" return policy. 2) Sales representatives send thank-you cards to customers who shop there and have hand-delivered special orders to customer's homes. 3) Installed a tool called Personal Book at its registers that allow salespeople to enter and recall customer's specific purchases in order to better personalize their shopping experiences 4) Provides customers with multichannel for shopping, allowing them to buy something online and pick it up at a store within an hour. 5) Fashion Rewards Program, rewards customers on four different levels based on their annual spending. a. Customers who spend $10,000 annually receive complementary alterations, free shipping, a 24-hour fashion emergency hotline, and access to a personal concierge service b. Customers at the highest rewards level ($20,000 spent annually) also receive private shopping trips complete with restocked dressing rooms in the customer's specific size, champagne, and live piano music; tickets to Nordstrom's runway fashion shows; and access to exclusive travel and......

Words: 1516 - Pages: 7

Nordstrom

...Nordstrom Case Nordstrom is an upscale US department store chain with sales that topped $8 billion in 2009. John W. Nordstrom originally started the company as a shoe store but it grew over the years into a fashion specialty chain store selling top-quality, brand-name clothing, accessories, jewelry, cosmetics, and fragrances. From the beginning, Nordstrom has delivered in and stressed the importance of providing the highest level of customer service possible along with top-of-the line, high-quality merchandise. As a shoe retailer, the company offered a wide range of products to fit most everyone's needs and price point. As it expanded into fashion and apparel, it maintained these goals. Today, Nordstrom sets the standard in customer service and loyalty. In fact, the company is so well known for this trait that urban legends of unusual acts of customer service still circulate today. One of the best known tells how in 1975 a customer came into a Nordstrom store after Nordstrom had purchased a company called Northern Commercial Company. The customer wanted to return a set of tires originally bought at Northern Commercial. Although Nordstrom has never carried or sold tires, it happily accepted the return and instantly provided the customer cash for his purchase. While Nordstrom's "no question asked" return policy remains intact today, there are other examples of its exceptional customer service. Its sales representatives send thank-you cards to customers who shop......

Words: 577 - Pages: 3

How a Company Develops Brand Loyalty Amongst Its Customers?

...supermarket, introduced the use of Tesco Clubcard in 1995. “…the loyalty Clubcard was to offer “benefits to regular shoppers whilst helping the company discover more about its customer needs” (Turner and Wilson, 2006 cited in Tesco, 2004, p.3) How can Tesco get more about its customer needs? The answer is on the Clubcard itself. It is not only the card for the customers to acuminate their reward points; instead, it is also a card which stores the data of customers purchasing information. Rowley (2005) pointed out that customers got the points from the loyalty or reward schemes. Customers then use the points they got as discounts or as partly or fully paid for their purchasing or service. For the company, the card is for collection of data, such as what kinds of products individual customer buy most and how often they buy them. A research done by Turner and Wilson (2006) showed that the majority Tesco Clubcard holders strongly agreed or agreed that the Clubcard made them to shop at Tesco more frequently and repeatedly. The Clubcard does have positive impact on customer loyalty to Tesco. Tesco Clubcard is not merely a gimmick that uses to draw customers attention towards the business; instead, every time the customers use it, the database records customers buying behaviour like purchasing habit, purchasing frequency, purchasing preference, etc., to Tesco. Tesco reviews these data and improves service to the customers. It is not surprising that Tesco is the giant in UK......

Words: 772 - Pages: 4

Brand Loyalty

...FINAL PROJECT BRAND LOYALTY Submitted By: Muhammad USMAN Mc070400252 Session 2007-2009 17-04-2009 Submitted To: Project Management Department MKT-619 Department of Management Sciences, Virtual University of Pakistan i DEDICATION I would like to dedicate this project to my respected Khawaja Saleem Warsi who made me able to enter to join MBA Program; He was a Professor in Government Islamia College, Karachi. His kind encouragement, help, and motivation has been supporting me at every stage during MBA, This kind Professor has always step by step with me when ever I faced problem during Study. ii ACKNOWLEDGEMENT Start with the name of ALLAH who is very beneficiary and merciful. I am very Grateful to Almighty ALLAH Who Gave me a Power to research and write on this report. After that I am very Grateful to My respected elder Khawaja Saleem Warsi who made me able to enter in MBA Program, than my guardian, my kind Instructor of Final Project (MKT-619) Whose Guidance and instruction Helped and encouraged me at every Stage of this Project. I will ever memorize this Great personality. I am also Grateful to my honest and sincere friends who provided me suggestions when ever I needed iii EXECUTIVE SUMMERY The background of the project is to analyze Brand loyalty of Toyota Corolla and Honda City Cars that success in the Car Market. I will find out the reasons and factors those make them strengthen and Strong position in the market for that I decided to work on......

Words: 24471 - Pages: 98

How Businesses Develop Brand Loyalty

...Abstract Brand loyalty is one of the most powerful marketing tools available, and it ensures that your products will be desired again. Many consumers develop loyalty to products of all types. Cars, electronics, clothing, and even groceries are often chosen based on prior experiences with particular brands. There are many ways to create and maintain brand loyalty. Three of those ways include rewards programs, customer satisfaction, and advertising. This report covers the definition, creation, and influence of social media on brand loyalty.   How Businesses Develop Brand Loyalty All companies strive to create brand loyalty. It is one of the most powerful marketing tools available, and it ensures that your products will be desired again. Many consumers develop loyalty to products of all types. Cars, electronics, clothing, and even groceries are often chosen based on prior experiences with particular brands. How do companies develop this loyalty? In this report I will cover the definition, creation, and influence of social media on brand loyalty. The Hutchinson Unabridged Encyclopedia (2014) defines Brand Loyalty as “the attachment of the consumer to a particular brand, even though that brand may be more expensive than competing brands.” It is a psychological contract between the consumer and the brand, and is the target for all marketers. Consumers tend to develop devotion to specific brands. They buy what they have already bought in the past and opt for the brands that......

Words: 1175 - Pages: 5

Exceptional Services

...2011 Exceptional Service, Exceptional Profit The Secrets of Building a Five-Star Customer Service Organization Leonardo Inghilleri and Micah Solomon ©2010 Leonardo Inghilleri and Micah Solomon Adapted by permission of AMACOM, a division of The American Management Association ISBN: 978-0-8144-1538-2 Introduction The key to a successful business is customer loyalty. Building enduring business relationships is a timeless strategy that transcends factors that are out of a service organization’s control, including technological changes, economies of scale, and exchange rates. Solid customer loyalty serves as insurance against the risks of a commodity being viewed as replaceable or interchangeable. In Exceptional Service, Exceptional Profit, Leonardo Inghilleri and Micah Solomon share a variety of techniques pioneered by the Ritz-Carlton hotel chain, Netflix movie rental service, and other companies that have earned a loyal customer base. From mastering the four elements of customer satisfaction to handling service failures to personalizing the online experience, organizations can make the shift from reactive to anticipatory service and build a base of clients that will keep coming back for more. Satisfaction Guaranteed Inghilleri and Solomon consider customer satisfaction a prerequisite to establishing loyalty. Although satisfied customers are still at risk of being wooed away by a competitor, they will believe a business offers a reasonable product or service and,......

Words: 5083 - Pages: 21

How Irwins Can Improve Their Brand Loyalty

...11-24 Introduction Irwin’s Bakery has been a very successful company ever since it first opened over a hundred years ago in the year 1912. It was opened by W.D Irwin and his wife Ruth in a small bakery in Portadown, County Armagh. Irwin’s is Northern Ireland’s largest independent bakery, supplying a large variety of Irish breads to supermarkets throughout the United Kingdom and Ireland. Our main aim for this report will be to develop a digital marketing strategy that we feel can be implemented to target the consumers of today, focusing on each of the key sections of our chosen strategy as well as giving a detailed synopsis. The process we have chosen to follow to build our strategy is the design school methodology. We will use the five stages, Empathise, Define, Ideate, Prototype and Test, as an appropriate marketing strategy for Irwin’s so that they are able to achieve ongoing consumer awareness and loyalty in today’s ever increasingly digitised environment. Our main objective is to create and provide an appropriate digital marketing strategy so that Irwin’s are able to take it forward and use it in future. Throughout the remainder of this report we will highlight any problems we see, working through each stage of the design school methodology to find an appropriate solution and digital marketing strategy for Irwin’s. Empathy The institute of Design at Stanford describes the “empathise” mode as the “Centre piece of a human-centred design process, it is the......

Words: 6621 - Pages: 27

The Relationship Between Service Quality, Customer Satisfaction, Trust, and Customer Loyalty

...is the market follower in telecommunication service in Bangladesh having more than 1 million subscribers and is controlling approximately 23% of the market share. According to Islam, Khan, and Rahman (2002), the market share of Aktel is now decreasing at a great extent as the customer loyalty level is decreasing. As the socioeconomic status of the country does not provide further possibilities to enhance the growth of the industry, as a market follower, Aktel should strive to retain its existing subscribers and penetrate other operator’s subscriber. Therefore, there is an emergence of studying the related facets of the customer loyalty in the context of Bangladesh GSM telecommunication system for Aktel to retain and increase its market share. Hence, in the current study, the researchers intend to examine whether there are relationships among service quality, customer satisfaction, trust, and customer loyalty in Aktel in Bangladesh or not. Statement of the problem Customer satisfaction and trust are positively related with customer loyalty (Bruhn & Grund, 2000; Chaudhuri & Holbrook, 2002; Gronholdt, Martensen, & kristensen, 2000; Gerpott, Rams, & Schindler, 2001; Kristensen, Martensen, & Gronholdt, 2000; Lau & Lee, 1999; Sharma, 2003; Sirdeshmukh, Singh, & Sabol, 2002). In the recent study, Aydin, Ozer, and Arasil (2005) have investigated the relationship between customer satisfaction and trust with customer loyalty in the context of Global System for Mobile......

Words: 14146 - Pages: 57

Nordstrom

...Nordstrom 1. How else can Nordstrom continue to provide exceptional customer service and increase brand loyalty? First before even thinking of how to offer exceptional customer services it is important to realize that customer services is not just a way of doing things but an attitude. Achieving this only require changing the attitudes of company employees towards the company’s customers. This might involve simple acts like smiling while talking at customer over phone, a smile that is normally reflected on the other side of the phone; something that has been associated with Nordstrom but that ought to be improved with every passing year. It might also entail using proper salutation every time you are addressing customers, listening and genuinely showing interest in addressing their concerns, and general courtesy toward your customers. As for enhancing brand loyalty, Nordstrom ought to increase its efforts of establishing rich relationships with its customers. The best place to start looking at this is how their products can be differentiated from those of other distributors. They should also ask themselves what would separate them, their experiences, and the unique services that they bring to the people. This is because the degree to which customers will value them and will always be in direct proportion to their contribution that they make to customers. In boosting the value that they deliver to their customers there are a number of areas that they should zero in......

Words: 317 - Pages: 2