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H&M Service Benchmarking
Transcript of H&M Service Benchmarking
Lance Chung Introduction Holt Renfrew Club Monaco H&M Benchmarking S.W.O.T GAPS Recommendations History Tailored Customer Experience Variety, Quality, Prestige Made-to-measure, Personal Shoppers, Cafe, Spa, Designer Trunk Shows, etc. Customer Intelligence Software Flagship store on Bloor St., Toronto Nicole Richie at Calgary event Recession H&M market share = 0.6% Industry Positioning Map est. 1837 11 locations nationwide Leader in Canadian luxury goods market History
Founded in Toronto by Joe Mimran (of joe fresh) & Alfred Sung Lifestyle Branding Clean & Classic Student Discount, Shopping Parties, etc History
est. 1947 in Sweden Fashion and quality for lowest possible price Flagship store in NYC Fast Fashion Looks right off the runway Low-Price, Good quality Designer-Collaboration, Magazine, Online Shopping, etc. Servicescape Customer Service Price Controls Benchmark Graph S.W.O.T GAP 2 Selecting Appropriate Service Designs & Standards Add onto existing foundation to include additional customer-oriented standards Recommendations ST More employees LT
Logistics Inventory Customer Feedback System