Chapter-4-Creating long term loyality relationship.(Nordstrom case study) Internship under prof. Sameer Mathur.

1. Connecting with Customers
Creating Long-term Loyalty
Relationship

3. Customer service
Quality
Wide Range Products
Best Price
Case Study

5. Reason for Nordstrom’s
Success

8. Why is Customer
Satisfaction
necessary?

9. How to Satisfy Customers ?
1.Monitoring satisfaction.
2.Customer complaints.
3.Product and Service
Quality.

12. Here the advertisement attach
emotionally to customers by reminding
their childhood.

18. Its biggest competitors are
Saks , Abercrombie , Filch Co.
and Gap Inc.

19. 1.Expanion in tough economy.
2.Shoplifting.
3.Its hard to predict fashion
trends in so many segments.
4.It has developed too much
dependence on supplier.
What are NordStrom’s
greatest risk?

20. Reason for Nordstrom success is high Customer value
,Customer Satisfaction , Customer Loyalty , Customer
retention , Customer relation management.
Nordstrom can increase loyalty through awareness ,
retaining new customers , giving free tour to store ,
discounts and offers to new customers.
Its greatest risk are Aberchrombie , Gap, Filch.Co.

21. Created by Monica Gehlot ,
NIT Surat , during
marketing internship by
Prof. Sameer Mathur , IIM
Lucknow.