by caleb oldenkamp manuel mejia silian xu. video wallin and nordstrom (1901) expanded beyond shoes...

CUSTOMER SERVICE

By Caleb OldenkampManuel Mejia

Silian Xu

History of Nordstrom

Video

Wallin and Nordstrom (1901)

Expanded beyond shoes in 1963

OR (1966), CA (1978) East coast (1988)

Currently has 109 full line and 56 clearance

50 new stores planned with 26 of them by 2012

No. 72 on Fortune 100 best companies to work

for

Markets to ages 25-54

Household income >$100,000

Also has very diverse marketing

Won fortune’s 50 best companies for

Asians, Hispanics and Blacks

Markets to disabled

Nordstrom Marketing

Merchandise Categories

Women's Apparel: 34% of net sales

Shoes: 21% of net sales

Men's Apparel: 16% of net sales

Women's Accessories: 12% of net sales

Cosmetics: 11% of net sales

Children's Apparel: 3% of net sales

Other: 3% of net sales

The Nordstrom Way

Focused on catering to customers' needs, individually

Customer Service Humble Everything begins with the customer Think like the customer

Nordstrom.com Buy online, pick up in store

“Offer the customer the best

possible service, selection, quality

and value.”

The Inverted Pyramid

The Nordstrom Philosophy

Guidelines for Nordstrom

The right attitude Understand the Customer’s

need Communicate clearly Reach agreement Check Understanding Take Action Build on satisfaction

Customer Service

Empower employees Nordstrom gives its people

on the sales floor the freedom to make entrepreneurial decisions and management backs them on those decisions

Employees regularly send thank-you notes

They call customers when sought-after items arrive.

Customer Service

Shelton Cole, a wardrobe consultant in the men's department of the Tacoma Nordstrom, has received the All Star award at his store.

"If a customer comes in and needs a suit in a hurry for an interview or a funeral, I will find them the suit, get it altered for them so they can have it in time. I even go in on my days off to be certain things are being taken care of for my customers," Cole said.

Works cited "Customer Service - Nordstrom." About Us - Nordstrom. N.p., n.d.

Web. 2 Nov. 2009. <http://about.nordstrom.com/help/help.asp?origin=tab>

"Nordstrom Careers: Our Structure." About Us - Nordstrom. N.p., n.d. Web. 2 Nov. 2009. <http://about.nordstrom.com/careers/company/our-structure.asp>

MULADY, KATHY. "Nordstrom Way is legendary in shopping." Seattle news, sports, entertainment | seattlepi.com - Seattle Post-Intelligencer. N.p., n.d. Web. 2 Nov. 2009. <http://www.seattlepi.com/business/28924_nord_way26.shtml>

"CEO EXCHANGE . Episodes . Episode 401: Mr. Nordstrom's Video Clip | PBS." PBS. N.p., n.d. Web. 2 Nov. 2009. <http://www.pbs.org/wttw/ceoexchange/episodes/401_nordstrom.html>

www.aallnet.org/chapter/swall/.../The%20 Nordstrom%20Way.ppt