“Business-Level Strategy” Please respond to the following: Use the internet to research a company with which you regularly do business or are a regular customer. Focus on how that company relates to their customers.
Assess your satisfaction with the company you researched and make recommendations about how that company could modify its business-level strategy to both increase your overall level of satisfaction and to attract new customers. Provide specific examples to support your response.
Analyze the five business-level strategies discussed in Chapter 4 to determine which strategy the company you researched most likely applies. Determine how your experience with that company might change if it switched to one of the other four strategies (your choice). Explain your rationale.
PART A – PLEASE RESPOND TO CLASSMATE DISCUSSION WHETHER YOU AGREE OR NOT & A DETAILED WHY: The company I wrote about last week was Nordstrom. I would recommend that Nordstrom modify its business-level strategy to increase overall level of satisfaction and attract new customers by first surveying the customers. Nordstrom is known for providing an exclusive top performing customer service level. When people think of the highest customer service level they think of Nordstrom. But after my researching there first quarter of 2019 they noted that the customer service was down and sales were down indicating they are failing at their core.
I would suggest they survey customers with incentives. Fill out this survey after a purchase based on the buying experience especially in store. It is where the face to face connection is where customers expect that service. Nordstrom’s customer service gives them major competitive advantage because it is the mission and values and people shop there because of this.
The top business-level strategy for Nordstrom is their customers. This is why keeping the relationship and providing top of the line customer service is so important. If Nordstrom were to switch strategies to say focusing on which customer needs need to be satisfied, I don’t know that my opinion of them would change. If they were to stop focusing on customers and servicing them with a high level I would probably stop shopping there.
Part B – PLEASE RESPOND TO CLASSMATE DISCUSSION WHETHER YOU AGREE OR NOT & A DETAILED WHY: McDonalds I really feel could make some changes to the way they do things that would help their customer satisfaction. McDonalds I feel is pushing more towards the electronic route, they dont want to take your order anymore they want you to place your order yourself on a kiosk in the restaurant. I personally absolutely refuse to use the kiosk, I would much rather someone just take my order and be done with it. The last time I walked into McDonalds, they made me use the kisosk and said that they did not have anyone available to take orders. Older customer are not going to like this just like some of the younger customer dont. All this is going to do is aggravate people, and make them want to go elsewhere.I feel that if they would go back to face to face customer serve that things would be much better, and people wouldn’t be going elsewhere.