Nordstrom Retailing Management Answers

Retailing Management grapheme 31 Customer Service and alliance Management at Nordstrom 1. What steps does Nordstrom engineer to implement its strategy of providing outstanding node service? To begin with, Nordstrom employees treat nodes bid royalty. Customers argon even at the raising of Nordstroms so-called organization chart. every last(predicate) lower levels work towards supporting the gross salespeople, who in turn work to serve the customers. Salespeople are given personalized business separate to help them build relationships with customers.They are non tied to their respective departments but to the customers, this turns their sales representative a personal shopper of the customers. This opportunity to move departments enables salespeople to maximize sales and commissions while providing topping customer service. Despite all the efforts in making sure customer gladness is met, it starts from the employees. Nordstrom employees are treated almost give care the extended family. They are treated same businesspeople and empowered to make separatist decisions. Overall, Nordstrom delivers trade good quality reaping with good service. 2.How do these activities enable Nordstrom to reduce the gaps in the midst of perceived service and customer expectations, as described in Chapter 18? Nordstroms policies focus on the defraudcept of the sprightliness time take account of the Customer. Their service goes preceding(prenominal) and beyond what other retail stores peck offer. Even if little m nonpareily is make from the first sale, the lifetime value of a customer is calculated, and the convinced(p) dollar muster of a loyal customer is staggering. A customer can expect tally level of respect from all departments from to each one employee. They will also have intercourse a personal shopper who can help them with which product to purchase. . What are the pros and cons of Nordstroms approach to develop a competitive advantage finished customer service? The number one pro is customer loyalty, because of Nordstroms higher up and beyond customer service customers come back for the good quality products and to the experience of good salesperson. Because of customer loyalty, Nordstrom realizes huge tax revenue from repeat customers. And another pro is having a great employee Nordstrom empowers their employees to be individual businesspeople who can make their own decisions inwardly the stores. Because of this, Nordstroms hrinkage or loss imputable to theft and record-keeping errors is under 1. 5% of salesroughly half the industry average. The whole con is the loss money from returns or refunds. Nordstroms policy concept of Life-time Value of Customers, sometimes brings them to loss revenue or even negative revenue. Some customers whitethorn even abuse the fact of how motiveless it is to return merchandise even if it was to a great extent used. But the weight of a positive dollar amount of loyal customer versus l oss revenue is heavier. And therefore there isnt really a con to how Nordstrom caters to their customers and as well as employees.