"You shop at discount stores for low prices, not for individual customer service," says Maqbool Dada, a professor at the Krannert School of Management. "But if you're shopping at Nordstrom Inc., you ...
The gap between brand vision and positioning and customer perception isn’t always obvious at first. But it can be damaging. Over time, it can weaken loyalty, erode trust, and open the door for ...
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