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Customer Service in retail store
TOPIC –1 CUSTOMER EXPECTATION AND PERCEPTION IN ORGANISED RETAIL SECTOR.Name of the author – Dharmesh Motwani.Year - 2012 – 13, Volume – 2.ISSN 2277-1166.Page – 145.
Observation – In this competitive world, retailers needs to ensure that quality services are delivered to retain the customers and improve the services as per the customer convenience, accordingly strategy must be developed. To attract more customer retail sector must be well organized as there is personal interaction and physical aspects involved that affects customer perception and if customer are happy they are satisfied with services. To sustain in this global economy, retailers have to develop new strategies. Retailers must know to persuade
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Customer often focus on quality of the product but now customer expectations are raised because of the competition in this retail industry where retailer focus on offering premium services by personally attending the customers. If the customer is satisfied by the services and product as well, gradually profit would be increased. As the customer is more satisfied, he may make a repurchase decision or through a word of mouth of satisfied customer, new customer are generated by their recommendations. Area- wise retail can also affect customer to repurchase the product as the retailer who satisfies the need of the customer is preferred more by the customer. Easiness to find the product, visibility, appearance also leads to customer loyalty and store loyalty. After the research it was found that consumers are more satisfied with the organized retail store than the unorganized sector because of various dimensions such as atmosphere, ambience, staff personnel, place, …show more content…
Organized retail is expected to be a opportunity for local, global, and nation player in India. Customer relationship management is regarded very much vital as if it works effectively which allows a retailer to gather customer data swiftly, identify the most valuable customers overtime and increase customer loyalty by providing customized products and services. Retailer now have to come up with strategies so as to capture the market in this competitive environment. To add value to services, they have to be innovative in their approach. The unorganized retail sector basically includes the local provision store, hand-made cart etc. This sector constitutes about 98% of the total retail exchange.FDI in the retail sector is expected to shrink the employment in the unorganized sector and expand that in the organized one. Retailers must showcase the value they are offering. Firms will need to proactively review and the sales composition, branding, logistics system and price structure to cope with pressures from powerful retailers. Retailers are not only concentrating in adding value but for the future growth as well. Beside this, customer are more satisfied with the personalized shopping event which requires a detailed study of individual consumer behavior. The retailers should continue to benefit from the cost advantage and the variety
Nordstrom is one of the top retailers in the United States. With a solid brand image and a sound financial situation, Nordstrom is relentless in their expansion in the US, and are beginning to expand into international markets. Nordstrom takes pleasure in providing state of the art client support and having experienced sales people. In order to hold their position as the most successful high-end retailer in the United States, Nordstrom must continue to figure out ways to improve their brand image and customer satisfaction. Nordstrom’s current business working strategy is successful but I believe there are a few ideal solutions that the organization could apply to further enhance the organization. Due to the aggressive characteristics of the fashion retail store market, it is crucial that Nordstrom preserves an aggressive advantage providing the highest level of customer support as possible.
Due to the good establishment of the business, it has huge market national. The company has therefore opened many retail shops and stores all over the country to ensure that their products are accessible to the customers. The entity provides a favorable environment, and many clients view the place as a fun shopping place to be. The retailer has targeted a big pool of customer because of the variety of products it sells. The stores products vary from kitchen goods, jewelry, and electronics clothes to hardware
the customers’ expectations must be fulfilled or they will not buy the product, and without
In recent years there has been major growth in the wider business world surrounding the overall influence that the retailing industry holds and because of which, retailing and the issues that surround it have become a vital influence in today’s global economy. (Fisher & Raman, 2001)
As reported by Janow and Guerreiro (1991) that retailers were selling goods and service to the ultimate consumer. At the time they have also provided service in terms of the information sources for customers, and encouraged a need in order to apparel merchandise. In the United States has the retail store about 2 million. Moreover, about these retail stores were approximately 135,000 retail stores that have specialized in apparel and accessories, and about 70,000 retailers have involved apparel and accessories in their selling mix (Frings, 1991).
The company has the main objective of offering superior quality products and services to its clients. This means that the company has the role of ensuring that its customers get quality services and products they offer thus leading to customer satisfaction. In addition, the company has effective cost leadership strategies with well-established distribution chain and logistics. This has enabled the company to be leading Retail Company in the world that has high customer satisfaction rating.
Levy, Michael, Barton A. Weitz, and Dhruv Grewal. Retailing Management. ed. New York, NY: McGraw-Hill Education, 2014. Print.
• Retail segment organized on India are expected to grow from 25% to 30%, in the coming 5 years. • Organized retail will be required around 350 to 400 msf , retail real estate by FY2016. • Greenfield enjoys the benefits of Premium locations, given the scarcity of well organized retail across India and by large retailers. • To cater to the need of new shopping malls and commercial centers at various segments in U.P.. • Planning to develop 2 luxury malls, 4 shopping malls and 3 neighbourhood malls annually. • All major International brands to accommodate the malls and offering spaces to new entrants too.
Retail stores consider many factors when designing the store to assist with maximizing the experience that the customer will encounter. The average customer has no idea that the store places such amount of thought into the setup and design layout. Everything from the merchandise displays to the locations of certain departments are designed to increase the revenue and success of the store. The target market for the retail store is classified as the type of customer that will contribute to the success and can evolve over time if the store is experiencing difficult times. The ability to be fluid in decision-making is required because change is constant with any customer driven business. The majority of retail customers desire the convenience of knowing that they are getting their money’s
N.D.) There are three things to know and do in order to capitalize on this, first know what motivates the customers from their behavior as well as their buying decisions. Second, is to uncover the true reasons the customers decided to buy your product or service instead of that of your competitors. Finally, put yourself in the customer shoes and ask yourself this question; what would make them come back to your store again? The answer to these could be the quality of the products and services offered, the friendliness of the employees, the customer service, the cleanliness of the store, and accessibility of the products (Staff, E.
Even the slowdown in current global economies could not bring retail sector down as retailers keep seeking for opportunities overseas to avoid challenging economic condition, which make this sector becoming more globalised and competitive. As an heir of an industrial components retailer, I also believe there are bountiful opportunities to grow in this emerging industry. But without deeply and truly understanding in every aspect of retailing, one could not survive in the battle. For this reason, I would like to pursue my education further by studying Master in retail management to obtain knowledge in retailing and hopefully become successful in the field.
The Indian retail industry has emerged as one of the most dynamic and fast-paced industries due to the entry of several new players. It accounts for over 10 per cent of the country’s Gross Domestic Product (GDP) and around 8 per cent of the employment. India is the world’s fifth-largest global destination in the retail space.
Rajagopal. "International Journal of Retail & Distribution Management." Emerald. Emerald Group Publishing Limited, 2011. Web. 21 Feb. 2014
In a simple way, the retailer needs to create a warm, friendly and an approachable retail space to attract consumers.The visual displays is an imperative element of branding of any store. If the stock is presentable, it is bound to appeal to the shoppers. If the shoppers appreciate the store layout and product, they are likely to spend more time in the store, and in return reward the store with sales. Along with the products for sales, the staff, the décor, the store interiors, the trial rooms arrangement, the lightings and music also form an inclusive elements boosting store sales. (fibre2fashion, 2008)
As the author of the article concedes, the online shopping has flourished in the past years. Many customer have seen the advantages of e-commerce in the ways of time and money saving. Whit a simple click on the keyboard the goods are uploaded in a virtual cart and from there are delivered to the customer address. Also, the online stores have the opportunity to create a customer database and a customer profile. The customers receive periodic reminders of the new offers and sales via email or mobile phone messages. In the meantime, many classic stores have struggled to maintain the business keep up. According to the article, the brick and mortar stores will implement new features that conduct customers to an easy and pleasant shopping. For instance, the retailers will use the customer mobile phone as a concierge application. The customer will be informed about latest products and their availability. Furthermore, the customer will have the possibility to track needed items inside the store with the help of store mapping and products locations. If the customer will change the shopping list, the app will provide the route to the new item. Also, when a customer will passing a store the app will remind the last customer visit into the store and