Benchmarking is the process of using external and internal comparisons in order to create a plan for the future. In order for Lands’ End to have a unique customer service the following companies, Halperns, McCarthys, H&M, and Tip Top Tailors will be used to benchmark because we believe the concept of these businesses are similar. Land’s End aspires to implement plans to make purchases more personal with customers, relate to a variety of demographics, highlight brand promise, and attract our customers. Furthermore, the way the business is running will be used to incorporate their ideas into Lands’ End’s operation in order to search for best practices.
The Canadian Company, Tip Top Tailors, is a menswear retailer that sells suits, tuxedo rentals, outerwear, sportswear, outerwear, and casual wear. Not only is it known for its formal apparel but provides tailoring for men and women. Land’s End and Tip Top Tailor compete for similar customers, due its formal wear and online websites, making it a helpful company to benchmark. Tip Top Tailor is known for treating customers like guests, trained professionals, and proper assistance. Their
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They are well-known for their specialized and personal customer service, when customers walk into their store they are served with one-on-one so employees can fully provide to their customers need. The one-on-one customer service provided by Halperns can influence ways Land’s end can create a personal online experience for their customers. Land’s end can create an online personalized service that will enable employees to speak with customers 24/7 through a live chat for assistance. Halperns is also recognized to commit to the high-quality clothing they are to have that fulfills customer expectations. Land’s End can induce high-quality apparel and stand out due to positive customer services that promise their customers’
Macy’s intended to deliver enhanced shopping experiences to its consumers through dynamic department stores and online sites. In this regard, the company developed a North Star strategy that allows it to improve its sales growth and to develop its existing core activities. The company’s consumer research monitors, analyze and anticipate their needs and wants based on the changing market trends. This allows it to strengthen its customer base and also helps it in identifying new markets and customers. Macy’s also identifies different styles and designs based on various occasions and events that allow it to capture the changing preferences of its customers. The company also celebrates various iconic events to interact with its customers which
Lowe’s grew through strategic choice by heavily focusing on key functional areas involving research and development (R&D), marketing, and logistics. Lowe’s important R&D investments included the creation of two prototype stores. The first prototype with 147,000 square feet catered to large markets and the other with 120,000 square feet catered to smaller markets (Rouse, 2005). Lowe’s used these store prototypes to help guide their continued growth and store placement. The prototypes also aided the company in designing future stores more efficiently with respect to energy and sustainability (Lowe’s Companies, Inc., n.d.). Furthermore, Lowe’s marketing strategy concentrated on attracting new customers and enhancing current customer satisfaction. To bring new customers to the store, Lowe’s engaged in a pull marketing strategy (Wheelen & Hunger, 2012). The com...
Nordstrom can continue providing their exceptional online experience and client focused approach using their online system by offering an unmatched online experience that copies their in-store customer service. This would allow Nordstrom to raise its revenue considerably as well as further improving their brand image. I will also discuss specific ways of successful execution, and the steps required to provide Nordstrom a stunning picture of how to execute strategy.
Topman has their very own Internet website where customers are able to do online purchasing. This indicates that Topman products are not only sold in retail outlets but also through the internet. Products can be sold out quickly indicates that Topman has high sales and the profit made is also higher. People can also gain latest information by accessing the website. Topman provide delivery service for its customers who purchase its products online and Topman makes sure that the products are delivered to its customers on time. This makes shopping accessible to everyone including the international customers and indirectly gain the customers trust with its best service. From the website alone, you can buy clothes for the season and also to check out the latest trends. Topman also offers pod casts of new line of collections, thus keeping up with the new technology and generates more sales. On the other hand, Topman also offer pants' amendment services to its customers and they make sure every Topman retail outlet will have a personal style advisor.
Lu, M. H., Madu, C. N., Kuei, C. H., & Winokur, D. (1994). Integrating QFD, AHP and benchmarking in strategic marketing. Journal of Business & Industrial Marketing, 9(1), 41-50.
Benchmarking should not be considered simply a tool of management, but rather an integral part of the business strategy of a firm. When implementing benchmarking, management must consider the overall issues of performance and process re-engineering.
The other problem people face with many other online clothing retailers is the inconvenience caused if they need to return a product. With our service, the customer does not pay the price for the product and has considerable amount of time to come to a decision as to whether or not to buy the product. This removes any remaining doubt in the customer’s mind and increases customer confidence levels.
Mr.Lauren had more dreams to fulfill. He chose the name Polo for his line of ties because the sport repsented to him a lifestyle of athletic grace and discreet elegance, an image of men who wore well-tailored, classic clothes and wore them with style. With that image in mind, Mr Lauren established Polo as a separate menswear company in 1968, producing a complete line of men's clothes. Using only the finest fabrications, Mr. Lares's menswear was distinctive, innovative, but always classic and refined. His suits blended the American Ivy League natural shoulder silhouette with the fitted shape and expensive fabrics of the best European custom tailored clothing. His shirts were all cotton, richly patterned and expertly made. This same care was, and still is, applied to every element of...
“Our vision is to be earth 's most customer centric company; to build a place where people can come to find and discover anything they might want to buy online.”
store managers and frontline personnel, play a critical role in the context of Zara’s business model. Using customised PDAs, store managers constantly communicate customer feedback, either hard data such as orders and sales trends or soft data like customer reactions to a new style or the “buzz” around a new design, to Zara’s HQ where the feedback is used by designers to quickly develop new garments based on customers’ wishes (Ferdows et al., 2004). Frontline employees assist their superiors in collecting the feedback. Zara’s store managers and shop assistants thus close the communication loop between shoppers and Zara’s HQ (Ferdows et al., 2004) and therefore contribute hugely to Zara being able to first understand what customers like and then design and produce it (Buck, 2014). Accounting for their key role, Zara pays store managers an above-average salary and up to 100% of their salary in bonuses if they hit sales targets (Ruddick,
A firm 's competitive advantage is achieved through offering customers a greater value, either by way of lower prices or by providing greater benefits and service that justifies a higher price. Nordstrom strengthens its competitive advantage and generic strategy through cost leadership and differentiation in order to differentiate themselves from other high end retailers. Nordstrom has consistently maintained a unique reputation from their establishment in 1901 to the today. Since developing a strong competitive advantage from inception, Nordstrom has been able to adapt to changing environments and market conditions to maintain their success. Nordstrom has set the bench mark in the retail sector through customer service and product quality.
However, most customers are still worried they cannot make the decision in choosing the right and suitable products especially fashion products. In addition, the issue Doublewoot facing is a lack of interaction because there has no direct interaction between customer and online vendor in their website. Therefore, when the online retailer is absent or cannot reply the questions and solve the problems immediately that customers are facing, the relationship and the distance between the online retailer and customers will be affected (Safari,
Truthfully speaking, the primary factor leading to customer dissatisfaction is the loss of their money. Davis sells high quality products, but charges us excessively, sometimes even to the point where the shops seem scandalous, compared to those in other cities, such as San Francisco. Davis sells meticulously prepared food and well-manufactured utilities, but for the most part, no matter how delicious or how durable the items are, the products are still not worth the money we pay for them. A decent meal or shopping t...
The sign of moving products promptly from a designer’s table to the retail sales floor has swayed the whole global retail commerce and enticed rivalry. Customers value a “new look” that can be worn for this instant and assess the goods as a monetary fortune; not something that you will keep
Zappos.com is a website that started off just selling shoes but now sells items such as handbags, clothing, and housewares in addition to shoes. Their company logo includes their catchy name with an explanation point as the end in the shape of shoe print which leads consumers to believe Zappos has strong feelings about the service they provide to their consumers. Zappos believe that customer service is the number one priority and is focused on cultivating repeat customers which is why they have always provided free shipping on both orders and returns; occasionally provides upgraded shipping so customers can receive their shoes the same day that they are ordered even though this is very expensive to the company; and they only show products on their website that they actually have in stock albeit they lose 25 percent of their potential business by doing so (Walker, 2009). For a compa...