Question

Discuss how else Nordstrom can continue to provide exceptional customer service and grow brand loyalty.

Customer service is the key for Nordstrom’s success, focusing on customer’s experience and providing an exceptional service within seconds after the customer has entered the store. The digital presence is also very strong and easy to navigate, and the customer service that they provide online is almost as perfect as the in store experience. They have managed to achieve what is needed to build brand loyalty, interacting closely with the customers, developing loyalty programs through rewards based on how much you spend at the store, and it is here where there is room for improvement to create stronger brand loyalty. Nordstrom can lower the spending requirements for the loyalty program and that way more would benefit from it, hence more people will come back and shop there again repeatedly. Another thing that they can incorporate is identifying new customers as they walk in and offering a free perk like a free fashion consultation, a free facial or even free fashion show tickets. This will create a very positive experience and that new customer will be more likely to come back.

Do you agree with the post above? why?

Answer 1

Answer:

Nordstrom is a luxury department that started its business from footwear but now it is a full-line retailer. This has a retail chain with a very good reputation in the market. The customers who visit once gets impressed with its services and promises to visit again. The customer is a king and this strategy is being full-proof seen in this case. The business which is a service provider always wins and leads if it prioritizes its customer. The given post states that Nordstrom is taking care of his customer and this is helping to take competitive advantage and has set a benchmark for other retailers too. They are trying many strategies to customize services, providing faster delivery, best software for online shopping and transactions, digital and personal presence for guidance, loyalty programs, free facial and makeup guidance, and so on. The customer always feels attraction towards the value addition, or for the thing more to the service. This is a marketing strategy to impress and change the mindset.

Although Nordstorm is a leading retailer and has done many good customers attracting practices but still due to human nature, some more is always less. According to the trend they need to focus on more customer service, as people have to wait while the customer care executive receives a call and resolves the issue. They may increase some executive lines for this. The other option could be a collection in local stores more, this can help customers to experience the brand personally, especially for women. They can try on omnichannel marketing so that a virtual image could be created in the customer's mind for a better shopping experience. More corporate social responsibility and corporate humility will increase its goodwill.

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