on 1. The company I chose was Nordstrom‚ one of the biggest fashion retailers around. The kind of industry environment that Nordstrom operates is in a mature industry. This market is totally saturated‚ as retail stores around the world are ever present. The growth in this market is very low and can only be affected through population increase. As a side point‚ this retail market also is very affected by the economy and buying power of the people. 2. Because Nordstrom operates in the mature industry
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Nordstrom’s problems... Nordstrom is a classic case of how complicated and counterproductive the business becomes if a system is not properly designed or implemented. Nordstrom’s intentions were very good when they launched their customized piece rate compensation technique called “Sales Per Hour (SPH)” for the first time in the retail industry. Their plan was to motivate all the sale employees to think and act outside the box and earn tremendous customer satisfaction thus augmenting the sales.
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Methods used by Tesco to monitor if good customer service is taking place. If Tesco’s know how good or bad their customer service is then they can make improvements where appropriate. Since they are in such a competitive market they must monitor regularly and act fast on anything which needs improving. Tesco’s is such a big company it will be hard to monitor the customer service in all the stores‚ but an easy and efficient way of doing this is to use mystery shoppers. This is basically when a researcher
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Outsourcing Customer Service Executive Summary The choice to outsource company’s relations with their customers is a choice many businesses are making. With the costs of labor more than a quarter of the rate an average customer service representative makes in the United States (U.S.)‚ large companies are making the choice to offshore some‚ or the entire company’s customers service departments to other countries. To many of these companies‚ the benefits are out weighing the issues relating
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Case Study: How Can Apple Increase their Market Share? May 20‚ 2012 Analyze the Current Situation Apple was founded on April 1‚ 1976 by Steve Jobs and for the fifth consecutive year‚ Apple has been named the World’s Most Admired and World’s Most Innovative Company by Fortune Magazine. “Noting the runaway success of the iPhone 4S and iPad 2 and increased sales across the board‚ the magazine writes: “To say it was another big year for Apple would be a gross understatement” (www.apple
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Marketing Excellence Case Study: Nordstrom Tameka Flowers Columbia Southern University MBA 5501-12J-4‚ Advanced Marketing 1. Nordstrom’s “no questions asked’ return policy‚ Fashion Reward loyalty program‚ and their customer preferences tool‚ Personal Book‚ are all systems that help the retailer set standards in customer service and loyalty (Kotler & Keller‚ 2012). Nordstrom can continue to be known as an exceptional customer service provider by being a retail front-runner with internet
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Wal-Mart Customer Service The Walmart’s history goes way back to 1996‚ when the first store was open by founder Sam Walton in Roger‚ Ark. Sam Walton Believed firmly in customers getting the best service possible. Competitors doubted Sam when he share his idea of low price along with great customer service. Walmart was built on the principle that customers comes first no matter what. Sam rely solely on give the best customer service great customer experience. In 1992‚ he was awarded the President
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CUSTOMER SERVICE Submitted by Florentina Mihaela Badea ID Number: 21056 TABLE OF CONTENTS : 1) Customer Service Policy...................................................................... 2) Reasons for Customer Service Policy............................................... 3) Conclusion......................................................
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preferred strategy to increase sales of a repertoire brand is to seek new customers in order to gain a larger market share. First and foremost‚ many marketers considered brand loyalty as the central theme in formulating marketing strategy for the various market types. Organizations with larger base of loyal customers ’ have been associated with greater profitability and higher rates of return of investment (Buzzell et al. 1975‚ p. 98). The measurement of brand loyalty varies in different market
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Delivering Customer Service It is clear that Starbucks has enjoyed great success since it was founded 30 years ago. The company has been doing very well for the last 11 years with 5% or more store sales increase even after the post-9/11 recession. The only issue Starbucks seems to be facing is meeting customers’ expectations. Customer service can be down because Starbucks may have lost the connection between satisfying their customers and growing their business. Customer service can also be declining
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