1. What steps does Nordstrom take to implement its strategy providing outstanding customer service? According to the text, are there any actions or steps that are discussed in the text that Nordstrom does not implement? 2. How do these activities enable Nordstrom to reduce the gaps between perceived service and customer expectations? 3. What are the pros and cons of Nordstrom’s approach to developing a competitive advantage through customer service? 4. Can Nordstrom’s philosophy of customer service be used businesses other than retail service businesses? Educational institutions? Lower end retailers like Walmart, Target, or Steinmart or Kohls? – 5. Why or why not? If not, how could these retailers improve their customer service and relations, give examples— 6. Discuss the inventory policies of Nordstrom to that of other department or retail stores. Does this policy impact customer service?
1. What steps does Nordstrom take to implement its strategy providing outstanding customer service? According to the text, are there any actions or steps that are discussed in the text that Nordstrom does not implement?
2. How do these activities enable Nordstrom to reduce the gaps between perceived service and customer expectations?
3. What are the pros and cons of Nordstrom’s approach to developing a competitive advantage through customer service?
4. Can Nordstrom’s philosophy of customer service be used businesses other than retail service businesses? Educational institutions? Lower end retailers like Walmart, Target, or Steinmart or Kohls? –
5. Why or why not? If not, how could these retailers improve their customer service and relations, give examples—
6. Discuss the inventory policies of Nordstrom to that of other department or retail stores. Does this policy impact customer service?
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- Reference question 4 above. Why or why not? If not how could these organizations improve their customer service and relations, give examples.
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