Nordstrom Customer Service Essay

Nordstrom has remained ahead of their competitors for one reason only: their impeccable customer service. Even though their current customer service strategies have created great customer loyalty, there are methods to increase this loyalty. One approach would be to enhance the customer's online experience. For instance, the company could provide a personalized experience by having shoppers choose from a variety of standard styles in order to understand their preference. After the analyzation, Nordstrom could pull all items from their inventory and suggest them one page to the shopper. The service would resemble a personal concierge service, but online. Not only does the personalization increase customer satisfaction, but it removes the hassle

For example, it's best for restaurants to have a narrow menu because too many similar options can overwhelm the diner– the same concept applies here. Furthermore, this form of marketing would have to be permission-based because a customer might want to browse through the entire Nordstrom catalog and taking that experience away would harm the company. In addition, by combining this service with location data, Norstrom marketers have better insights on what styles their local retail stores should be stocked with. Next, in order to heighten customer interaction, Nordstroms could open a small cafe/lounge (Starbucks), or open a beauty boutique where customers can come for a one-stop shop. In doing so, Norstrom would become more than just a place to shop it would be an experience. Unless shoppers are extremely loyal to the brand, losing customers is inevitable even if customer satisfaction is high. Thus, to combat this Nordstrom could send out discounts or a free 15 dollar in-store reward to entice them to shop at the store

According to the Tesco website, they are focused on “serving Britain's shoppers a little better every day” (Tesco). To do this the brand is devoted to quality, training, appearance, and customization. The company is also fixated on going back to their roots. For instance, being a supermarket that focuses on providing the best value, is how they became a successful brand in the first place. Here, they also used customization to provide superior value and designed discounts to individual consumers. This type of customization is something the Tesco brand should focus on once again. Furthermore, the company’s attention is always directed towards delivering high-value products, easily to consumers. The company completes this in three steps. First by knowing their customers. Second by being the initial company to meet their demands. Finally, by contributing responsibly to the community (Tesco). Besides excellent customer service, they are committed to treating people right and making a difference. To do this, the company concentrates on lowering food cost, obtaining sustainable products and helping their neighborhoods (Tesco). Honing in on customer's needs, store quality, product value and the community is how Tesco has become the third largest company in the world (Kotler, Keller