After reviewing the Filene’s Basement case, a collective response to the following questions should be uploaded by a member of the group.

1) How valuable was Norma to Filene’s Basement? What value did she provide to the retailer?

2) How valuable was Filene’s to Norma? What value did it provide in her life?

3) How would you characterize Norma’s relationship with Filene’s Basement? What type of relationship did she have? What are its rules of engagement? How did those rules emerge and change over time?

4) Trace the trajectory of Norma’s relationship with Filene’s Basement. What were the critical inflection points in the relationship and how did they shape the type of relationships that emerged and its value to Norma and to the company?

5) Should Filene’s Basement have fired Norma? Why or why not? If yes, on which grounds? If no, what else could Filene’s Basement have done?

Answer preview

Norma was a very loyal customer for to the Filene’s basement since the early 1970s. One day as she was doing her shopping an attendant yelled at her and asked her of what value she thought she was to the company. According to Fournier, & Avery, (2011) those sentiments made her angry to the point that she had to shed tears. The following day a customer service from the main offices called her and after presenting her case some feedback was given to her. She was informed that she was not invited to shop in any store that was related to the Filene’s basement(995words)