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