Report on Organizational Culture of Uniqlo and Giordano

The customer service personnel should be in a position to acknowledge their clients and pay attention well to whatever they say and put into practice active listening. They should also give a chance to the customers to respond to the services the company offers perhaps through the enterprise’s website. For any company to prosper, good customer relation is paramount in building a loyal

The company knows the demands of the customers and they are well orientated in the service and the knowledge of the products and this is the element that makes them prosperous. Jean’s Rare Find Books belief in customer service and satisfaction enables a comfortable and peaceful atmosphere and in return produces a strong customer loyalty for the company. Customer satisfaction and customer retention externally and internally is measured by the perspective of the customers and thus implements the reason for the company’s prosperity. Customer perspective is a key factor on how the customer views the company.

J.Crew is an American multi-brand retailer that sells women’s, men’s, and children’s apparel and accessories, “including swimwear, outerwear, loungewear, wedding, bags, sweaters, denim, dresses, suiting, jewelry, and shoes.” (wikipedia.org.) It was originally founded as Popular Merchandise Inc., which was branded as Popular Club Plan at stores in 1947. Popular Club Plan sold affordable women’s clothing until mid 1980’s when their sales declined as another brand was launched and sold cheaper women’s clothing. Popular Club Plan changed its brand name to J.Crew in 1983, and changed their marketing approach from in-home demonstrations to mailing the catalogs to their customers’ homes and have the customers come to J.Crew stores to shop. Ever since the brand name change, J.Crew’s sales grew rapidly. The annual sales grew from 3 million to 100 million within 5 years as customers reacted positively to the catalogs and retailers. J.Crew faced some threats in late 1980’s, but continued to expand as a retail company. J.Crew went global in August 2011 and launched an online store in 2012. And now, J.Crew sell their products through 520 retails in the United States and some in Canada, Paris, London, and Hong Kong, and ships internationally to over hundred countries.

To understand the organizational culture of a company, one needs to start by looking at the history. Lakeshore Learning Materials was born from a divorced mother of three named Ethelyn Kaplan, who took a dream and a chance by moving her family to California in 1954 to open a toy store. When she started noticing that teachers were interested in her material, Ethelyn realized that she needed to expand her business into educational materials. 60 years later, Lakeshore Learning Materials has grown into a company with over 2000 employees, 60 retail stores throughout the United States and growing. Lakeshore Learning Materials is currently headed by Ethelyn’s grandsons, Bo and Josh Kaplan. Under the supervision of Bo and Josh, Lakeshore continues to be a leader in the Educational Materials, yet still able to keep the family culture that their grandmother started. Highest quality customer service and hard work are the core values that shape Lakeshore’s Organizational Strategy. These high expectations aren’t hard for employees at Lakeshore because the company is so loved by everyone that works there, that they give nothing less than the best.

The most important component of Nordstrom's retail mix is its customer service. The retail environment is completely customer driven and giving the customer satisfaction in every possible manner is very important. The point of view that ‘Service Pays’ is accepted by the retailer today

As for “personnel”, customer service at Nordstrom is priority one. They firmly believe that word of mouth advertising is the best kind of advertising. Their committed personnel go above and beyond what is expected of employees to make the shopping experience a great one at Nordstrom. The example in the case study of the lady that only needed one shoe is a great example of how Nordstrom goes above and beyond to meet its customers’ needs.

Consumers are always satisfied with good customer service. When it comes to retail store customer service and satisfaction it is important because department stores are large in size and finding help can be difficult. Colloquy, a company concerned with building customer value, released a survey and asked 3,000 consumers across five geographical areas to rate their personal experiences with retailers. Macy’s was ranked number one in the department store category, with the most loyal customers. To keep up with technology advances Macy’s has invested time and money into developing a more efficient online shopping site, Macys.com and Macysweddingchannel. This investment cost nearly $300 million in 2006-2008 is being used to scale-up these fast-growing businesses through improvements in delivery efficiency, online site functionality and customer service. To enhance the shopping experience at Macy’s 100 stores in 2007 experienced remodeling and began introducing the most advanced POS registers and systems to the sales floors nationwide. Macy’s passion is product and people. There continuing pursuit is to have unique fashionable merchandise ready for customer satisfaction. Macy’s promise is to always carry the best brands and the most-wanted items. They also believe in hiring the right employees. With the right employees, there will be a sense of motivation and helpfulness. The American Customer Satisfaction Index covers 200 companies’ products and

Nordstrom’s main focus is all about customer satisfaction. When customer satisfaction is high so are the

High Quality Customer Service: By providing superior customer service, there will be positive future growth. This is done by focusing on customers and providing services and products they want. The sales initiatives are specifically designed to meet the needs of their customers. This is why they are ranked in the top 20 best performing companies and Home

For most companies, identifying what a learning organization should be and actually becoming one is tricky at best, impossible at worst. One way that manager's and companies can promote the concept of being a learning organization is to assess whether the company is in need of a short-term fix or whether it is more focused on long-term results. Organizational learning is a long-term activity that will build competitive advantage over time and requires sustained management attention, commitment, and effort. Learning organizations maximize their competitive positions during strong economic times and they prudently train their employees and prepare for change even in turbulent times. As a result, learning organizations and learning

Customer loyalty is much harder to obtain that customer service satisfaction. The most important first step is to satisfy the customer by meeting their expectations. Customers only give a company one chance and if they aren’t satisfied they will not do business with that company again, as well as tell others of their experience. The next step would be to exceed the customer’s expectations. If a business goes above and beyond to assist the customer they begin to build loyalty. The next step is to truly surprise the customer. In order to dominate the marketplace the company must find a way to make them selves stand out with their product or service, accompanied with phenomenal customer service. Once this has been done customer satisfaction and loyalty will be gained. “Acquiring a new customer can cost four or five times more than keeping a current customer” (Bestmark, 2013). So it’s essential to keep the current customer’s happy and coming back for more.

Customer satisfaction and service quality are the two important components that direct anyone’s attention in every concept related to marketing, services, etc. (Spreng and Mackoy, 2006). In today’s competitive era, the success lies in

Interpersonal Skills: Especially when dealing with clients, these skills are really important. Also, SG Cowen consider ‘cultural fit’ a lot when they hiring people therefore maybe most of the employees of SG Cowen have similar characteristics or cultural value so, to get along other employees, Interpersonal Skills are important and it should fit to the firm culture.

UNIQLO, established in 1963. At first, it was only a small clothing store sales, which have become internationally well-known clothing brands currently.

UNIQLO is the abbreviation of “Unique Clothing Warehouse”, a Japanese casual wear designer, manufacturer and retailer which provides consumers with the business philosophy of " low price, quality assurance ", and achieved remarkable results as world's top apparel retailer. UNIQLO plans to have 100 fresh stores annually in China while many other retailers have retarded store openings on account of China's slowing economic growth (Doland, 2015). This report, therefore, will set out to evaluate UNIQLO's marketing strategies in China, with a particular focus on the importance of pricing, development of product and the need for precise positioning.