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Nordstrom, Customer Service, Brand Loyalty, and Risks

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I need help with the attached case study (Nordstrom).

Questions: Reponses to these questions should be at least 400 words.

Q1. How else can Nordstrom continue to provide exceptional customer service and increase brand loyalty?
Q2. What are Nordstroms greatest risks, and who are its biggest competitors?

Reference:
Kotler, P., & Keller, K. L. (2012). Marketing management (14th ed.). Upper Saddle River, NJ: Prentice Hall.

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Solution Summary

This detailed solution discusses how Nordstrom can continue to provide exceptional customer service and increase brand loyalty and the greatest risks Nordstroms faces, as well as who are its biggest competitors.

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Q1. How else can Nordstrom continue to provide exceptional customer service and increase brand loyalty?

Nordstrom could continue to provide exceptional customer service and increase brand loyalty by ensuring that their stores and personnel better display their brand image. Nordstrom is described in the case study, as a "top quality, brand-name clothing" store providing "the highest level of customer service possible" yet a visit to a Nordstrom store gives no evidence to this claim. Salespeople are busy chatting amongst themselves, and a great deal of the clothes are now private or own label products. It is assumed that this is in response to the need to compete with off-price retailers like Forever 21 and H & M but it places Nordstrom in a different position than the case study states. In addition, as noted in the case, Nordstrom operates clearance stores (Nordstrom Rack) and a clearance website (Haute Look). These two off-priced ventures, while promoting fashion, tend to focus on low prices. ...

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Sally Baldwin, Ed.D
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  • MSS, United States Sports Academy
  • Ed.D, Boise State University
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