Trader Joe's: A Unique Customer Experience
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(Case Code: MKTG221) click on the button below, and select the case from the list of available cases:
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Please note:
This case study was compiled from published sources, and is intended to be used as a basis for class discussion. It is not intended to illustrate either effective or ineffective handling of a management situation. Nor is it a primary information source.
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Abstract:
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The case describes the business practices of Trader Joe's (TJ),
a chain of US retail stores with unique products, a distinctive organizational
culture, and a quirky store ambience. It begins with a brief history of the
retail chain, and goes on to describe various aspects of the retailer's unique
business practices which, among other things, involved offering a selection of
exclusive, mostly private-label products, and quickly replacing poorly
performing products with new ones.
The case also discusses some of the important aspects of the retailer's
organizational culture and HR policies, and how these contributed to a positive
customer experience in its stores.
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Issues:
» Understand the importance of organizational culture in providing good customer service in a retail store.
» Appreciate the value of a unique ambience and organizational culture in creating a positive shopping experience for customers.
Contents:
Keywords:
Trader Joe's, Retail experience, Private label, Customer service in retail, Niche retailer, Retail food industry, Product packaging, Cult brands
Trader Joe's: A Unique Customer Experience
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