Filene’s Basement case

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

Reasons Why Filene’s Basement Should Not Have Fired Norma

Filene’s basement should not have fired Norma due to a couple of reasons. One of the reasons is the loyalty that she showed to the company. Finding loyal customers is very rare and one’s companies get hold of such customers they should not let them go. Another reason is that for every company to succeed they must put the customer priorities first (Fournier, 2014). Due to this, they should have maintained her as their own customer.

What Else Could Have Filene’s Basement Have Done?

Am of the opinion that there were other measures that the Filene’s basement company could have done apart from firing her. Maybe the company could have had a sitting with her and get to understand what actually transpired between her and the attendant and then take action from there. Secondly, they could have warned her of her mistakes and caution her not to repeat that again instead of the harsh decision they took.

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