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The following is based on a true story about my recent experience as a Men's Wearhouse customer...

The following is based on a true story about my recent experience as a Men's Wearhouse customer...

19.	A few days later I receive an email from Men’s Wearhouse asking for my participation in a customer survey.  In return for providing my feedback, I am presented with a $25 coupon which is eligible on any purchases made over $100. Unfortunately, this is a purely quantitative survey.  Therefore, I am unable to provide detailed feedback to highlight the points that truly made my experience special.

19. A few days later I receive an email from Men’s Wearhouse asking for my participation in a customer survey. In return for providing my feedback, I am presented with a $25 coupon which is eligible on any purchases made over $100. Unfortunately, this is a purely quantitative survey. Therefore, I am unable to provide detailed feedback to highlight the points that truly made my experience special.

13.	I pull into the parking lot of the next Men’s Wearhouse location and feel re-energized as I notice the impressive size of the free-standing store.

13. I pull into the parking lot of the next Men’s Wearhouse location and feel re-energized as I notice the impressive size of the free-standing store.

17.	After learning I wear suits every day for work, the Sales Associate suggests I consider purchasing a tuxedo to take advantage of the current “Buy One, Get One Free” promotion.

17. After learning I wear suits every day for work, the Sales Associate suggests I consider purchasing a tuxedo to take advantage of the current “Buy One, Get One Free” promotion.

10.	When I arrive at the store I am greeted by a sign that says “Back in 10 minutes.”  I try my best to suppress my frustration, as I observe other patrons in the mall happily moving from store to store.

10. When I arrive at the store I am greeted by a sign that says “Back in 10 minutes.” I try my best to suppress my frustration, as I observe other patrons in the mall happily moving from store to store.

3.	October 12, 2013: I have been invited by a classmate to a black tie event and need to rent a tuxedo.  The event is only a week away and will be held at the California Club.  My goal is to quickly secure an outfit that (1) is consistent with my personal style and brand and (2) does not disrespect my host.

3. October 12, 2013: I have been invited by a classmate to a black tie event and need to rent a tuxedo. The event is only a week away and will be held at the California Club. My goal is to quickly secure an outfit that (1) is consistent with my personal style and brand and (2) does not disrespect my host.

25.	The following weekend, I receive a call from my father.  He tells me he visited his local store and was able to use the same promotion towards the purchase of two sport coats.

25. The following weekend, I receive a call from my father. He tells me he visited his local store and was able to use the same promotion towards the purchase of two sport coats.

18.	While paying, I am asked if I would like to enroll in the “Perfect Fit” program.  This CRM program records the customer’s purchase history, such as one’s receipts and clothing size, to enhance his or her shopping experience at other locations throughout the country.  The program also provides members with a $50 gift card for every $500 spent, which motivates high-ticket customers to return in the future.  I learn I will receive $100 of credit (via mail) for this visit.

18. While paying, I am asked if I would like to enroll in the “Perfect Fit” program. This CRM program records the customer’s purchase history, such as one’s receipts and clothing size, to enhance his or her shopping experience at other locations throughout the country. The program also provides members with a $50 gift card for every $500 spent, which motivates high-ticket customers to return in the future. I learn I will receive $100 of credit (via mail) for this visit.

7.	I then recall my friend renting a tuxedo from Men’s Wearhouse so I decide to click on their link. Compared to JosABank, the Men’s Wearhouse website is colorful and shows a well-dressed young man on the homepage.  Additionally, references to the tuxedo rental service are prominently displayed throughout the page.

7. I then recall my friend renting a tuxedo from Men’s Wearhouse so I decide to click on their link. Compared to JosABank, the Men’s Wearhouse website is colorful and shows a well-dressed young man on the homepage. Additionally, references to the tuxedo rental service are prominently displayed throughout the page.

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