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
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a function of the product’s perceived performance and the buyer’s expectations. Recognizing that high satisfaction leads to high customer loyalty, companies must ensure that they meet and exceed customer expectations. 3. Losing profitable customers can dramatically affect a firm’s profits. The cost of attracting a new customer is estimated to be five times the cost of keeping a current customer happy. The key to retaining customers is relationship marketing. 4. Quality is the totality of features
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risks associated with Nike’s core marketing strategy? 2. If you were Adidas, how would you compete with Nike? Google 1. With a portfolio as diverse as Google’s, what are the company’s core brand values? 2. What’s next for Google? Is it doing the right thing taking on Microsoft with the concept of cloud computing, and Apple in the fight for smart phones? Chapter 5 Nordstrom 1. How else can Nordstrom continue to provide exceptional customer service and increase brand loyalty? 2. What are
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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
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now as Best-Buy. Best-Buy employs around 125,000 people and they generate $40 billion annually. Amazon Amazon is not like most businesses. Although its headquarters are located in Seattle, Washington; it does not have a store location where customers can physically shop for productions. Their website, Amazon.com, serves as a market for buyers and sellers to do business with one another online. Amazon has many distribution systems throughout the United States that deliver productions to customers. To
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NORDSTROM[1] In 1880, John W. Nordstrom left Sweden and sailed to the United States. Twenty-one years later, with a $13,000 fortune struck in Klondike gold, he opened up a shoe store in Seattle. Today that small downtown store is a shoe and apparel empire with almost 100 outlets in more than 10 states. Nordstrom is one of the most successful department stores with 1995 sales of $3.90 billion and net earnings of $203 million. During the 1980’s and 1990’s the company doubled its size from 29
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among middle managers, the traditional backbone of American business. Engaging the work force will be a key component of future competitiveness. One example of this disenchantment was noted in a recent Wall Street Journal article (Faludi 1990). Nordstrom, a high-service, high-performance company, is struggling with employee problems. Among the "Nervous Nordies," as employees like to call themselves, there is growing dissatisfaction. The article notes that Nordies are "under increased pressure to
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Chapter One: text notes Amazon- “obsessed over customer” * creating genuine value for customer: every decision is made with an eye toward improving Amazon.com cutomer experience. * Analyst predict by 2015 Amazon will become the youngest company in history to hit $100 billion in revenue ( walmart:34years). Nation’s second largest retailer. * customer experience bar raiser: representing customer’s voice * Kindle: first original product-> no.1 selling product * First
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customer centricity can be traced all the way back to the late 1960s, when a relatively obscure ad agency executive by the name of Lester Wunderman gave birth to the idea that we know today as direct marketing. Many of the concepts you'll read about in this book, including the basic overarching notion that businesses would be well served to know absolutely everything about their best customers, are derived in some way from the ideas of Wunderman, who understood long before anyone else the value of keeping
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Chapter 1 Case Study: Harmonix Embrace Your Inner Rock Star Little more than three years ago, you had probably never heard of Harmonix. In 2005, the video game design studio released Guitar Hero, which subsequently became the fastest video game in history to top $1 billion in North American sales. The game concept focuses around a plastic guitar-shaped controller. Players press colored buttons along the guitar neck to match a series of dots that scroll down the TV in time with music from a famous
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