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Customer relationship management in retail
Customer relationship management in retail
Customer relationship management in retail
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Nordstrom’s has a particularly well-known marketing strategy based around its costumers. In a world of cutting prices to get consumer attention they maintain profitable prices while profiting much more than those who cut prices. This is due to the fact Nordstrom’s carefully tailors itself to the customer experience it wants to give to all its customers. The way the people in Nordstrom’s definitely differ in the way employees treat the customers. At Nordstrom’s it is felt the customer should feel a personal connection they help you out specifically to you, they remember repeat customers. Nordstrom workers do not just simply tell you where an item is located they bring you there personally to make sure you get what you wanted. Where as in a store …show more content…
At Nordstrom’s after you are helped rather than wait online that employee can just ring you up. This is neither something a target employee would want to do or could do, as they are most likely not trained to work the cashier if they are working a department. The Nordstrom is set up immediately appeals to the customer and pulls them in. All their displays are set up with care and made to catch your attention make you want to stay and look. At Target everything is set up just so you can see it and get in and out as fast as possible. In the short term this may seem great but this does not build long term profits like Nordstrom’s Not only do they expect results from their strategies they get them. When you walk into Nordstrom’s shopping is as it should be relaxing pampering and no crunch on time employees are kind and personal this experience is anything any costumer would immediately turn to shop with. Costumers are more likely to return to store they associate with a good experience. At Nordstrom’s its not just any plain experience a great one and this stands out far above
Target and Nordstrom’s are set up mainly as department stores in which product lines are organized in departments to be occupied by specific buyers and sellers. While Nordstrom is arguably the premier retailer of a wide variety of clothing, shoes, and accessories that land on the high end of what most would call “affordable,” Target would be considered the store for people who are middle class. The legendary “half-yearly” sales for men, and the additional markdowns that usually follow a sale section that is usually decently well stocked. The designer brand list has wild range in-house brands like Gucci, Prada, and the plain old Nordstrom line offer more than a few items with incredible looks and high quality for very reasonable prices. Its website is clean and easy
From the employees’ perspective; they are managed someone with experience in their same specialty who can effectively understand and review their work. Furthermore, they can move up within organization, which gives a reason for them to be loyal to the job. They also have the opportunity to work with others in their field, which allows for knowledge sharing and learning new skills. From the managers’ perspectives; this would make their jobs easier and makes them able to supervise the individual’s performance of their team members to distribute recognition, rewards and punishments accordingly. This has created an environment that hugely corresponds with Target’s core strategy, differentiation. Many of the shoppers have expressed their satisfaction with the services that provided by Target and more specifically with how friendly the staff
Macy’s intended to deliver enhanced shopping experiences to its consumers through dynamic department stores and online sites. In this regard, the company developed a North Star strategy that allows it to improve its sales growth and to develop its existing core activities. The company’s consumer research monitors, analyze and anticipate their needs and wants based on the changing market trends. This allows it to strengthen its customer base and also helps it in identifying new markets and customers. Macy’s also identifies different styles and designs based on various occasions and events that allow it to capture the changing preferences of its customers. The company also celebrates various iconic events to interact with its customers which
First, Nordstrom is unique through its excelling customer service. As a full-service retailer, Nordstrom assists customers in every phase of the shopping process. Because they carry more specialty goods, customers will need and want more assistance leading to increased value of customer service. One of their policies is that they will accept any merchandise that people bring back without asking any questions. As a result, people feel more confident about purchasing products from there, since they can buy something with the comfort and knowledge that Nordstrom has an excellent return
Nordstrom can continue providing their exceptional online experience and client focused approach using their online system by offering an unmatched online experience that copies their in-store customer service. This would allow Nordstrom to raise its revenue considerably as well as further improving their brand image. I will also discuss specific ways of successful execution, and the steps required to provide Nordstrom a stunning picture of how to execute strategy.
Over the years, the American department store has developed and evolved as not only a commercial business but also a cultural institution. While it has weathered many storms and changes since its inception and throughout history, its most predominant enemy has been a change in the lifestyle of the American people (Whitaker, 2013). As the customer’s needs and wants have shifted, department stores have struggled to keep up with demands. It has been argued that the decline of the department store has been ongoing for the last 50 years (Whitaker, 2013). This dissertation aims to understand how the department store has historically played a role in consumer culture and spending, and additionally, how this has evolved and changed in today’s retail market. Although department stores may not be able to take all the credit for inventing modern shopping, they certainly made its conventions and conveniences commonplace. They set a new standard for the way the consumer should expect to be treated, the type of services that should be provided, and the convenience that should attend the process of acquiring the necessities and niceties of life all in one place. They made shopping into a leisure pastime. This environment meant shopping was a means of freedom to look around, pick up objects with no obligations to buy. As one historian remarked, department stores: “encouraged a perception of the building as a public place, where consumption itself was almost incidental to the delights of a sheltered promenade in a densely crowded, middle-class urban space” (Whitaker, 2006). Although this perception and view of the department store has changed over the years, this paper aims to follow the trail of how and why that happened.
Recommendations to achieve a sustained competitive advantage: Online, mobile, and store purchase will certainly increase customer traffic with the online and store combinations gives Target Corporation with a best possible low-cost price. A best-cost provider strategy allows Target to position itself and compete with low-cost providers such as Walmart. In addition, it employs a competitive strategy with a designer label along with superior supply chain, increased operational capabilities, and skilled employees. . The strategy of sending coupons are huge for a customer, so increase discount based on their purchase history and use the store brand credit card to attract more customers.
A focused cost leadership strategy would be appropriate, in other words, a attention to consumers. Cost focus is a strategy that will focus on a particular buyer groups or a geographic market and attempt to serve only that place, to the exclusion of others. When looking at cost factors, there are very few options available to K-Mart in developing a pricing strategy to compete with Target or Wal-Mart. Therefore, K-Mart would not have many price strategy options available. However by using a cost focus strategy, and matching the quality of well known brands but keeping cost low by eliminating advertising and promotional expenses will save K-Mart money.
The retail store that I chose to do observational research in is Target. Target is an upscale discount store with ranging variety of products from groceries, to clothes, electronics, makeup, home décor, and much more. The location of the Target I did the research in is the Okemos Michigan Target. Target has 1,816 stores all over the United States (Target, corporate). The research methods used in the study are direct observation, interviews, and surveys. Direct observation was used to observe how people acted in the store, the order they went through the store, the things people are buying, and how long they are spending around the store. Interviews with six individuals were used to question the reasoning they were in Target, what they planned
The general consensus among American citizens is that the retail industry as one of the worst jobs a person can take, just short of fast food and any job that is janitorial. There are many reasons behind this stigma that affects people both in and out of the retail industry. The perspective of the customer will always differ from that of the retail worker, with the exception of those who have worked or currently work in retail. However, just because the perspective is different, the level of respect has no reason to shift.
My company of choice for this report is Macy 's. 'The Magic of Macy 's ', as the company advertises it, has inspired me to shop there, take advantage of their incomparable discounts and great online shopping experience. Macy 's, Inc. is one of the largest department store chains in the United States of America. Macy 's manages stores under the Macy 's and Bloomingdale 's brands. I enjoy shopping at both of the company 's store brands, Macy 's and Bloomingdales. Bloomingdales provides a more personalized experience
First, when shopping, a big factor that will impact a customer 's experience is the customer service. Whether it’s from a simple “hello”, or an employee going out
Nordstrom understands the importance of diversity and the company’s has been making continuous efforts in creating a community of diverse backgrounds and experiences. Nordstrom had made considerable progress on the diversity front since 1988, when it started taking a proactive approach to employing people. According to the data provided by the company, today there is 27.2% of the company’s managers are people of color, comparing to 15.7% in 1988. Of all the compa...
The most significant component of Wal-Mart’s success was the way it treated its employees or as they are known as in Wal-Mart “associates”, the beliefs or rules of the Wal-Mart culture makes associates want to provide excellent service to its customers. During visits Walton encouraged associates to pledge to greet customers and ask if they assist them or walking into a Wal-Mart store customers are met by a greeter, an associate who welcomed them and handed out shopping carts (Farhoomand, 2006).
There are many reasons for choosing to go into a store to purchase items needed. For instance, having some assist you in finding what you need, or just answer questions about the product. It is also a way to get out of the couch, away from the television, or off the computer. Another feature is you can see and examine what you are going to purchase, helps in the decision making for most people. You know the minute the salesperson ring you up the product are yours to take home and use right away. It also makes return on items simple, take it back to where you bought and get an exchange or a refund if needed. For the draw backing for in store shopping is you do spending hours looking for the right product or in the lines trying to just purchase it. Or listening to all the people around you and all the additional noises you hear in stores. Not to mention store have set hours on when you can shop and when you can not, this is something which can change with assign on the door.