Nordstrom Case Study

Topics: Customer relationship management, Customer service, Customer Pages: 3 (1104 words) Published: January 22, 2012
Customer Service at Nordstrom and Potential Conflicts
Case Study
Vanessa E. Rivera
Saint Leo University

Customer Service at Nordstrom and Potential Conflicts
Case Study
With 50,000 employees and 170 stores throughout the United States Nordstrom is a major player in the luxury goods department. Founded originally as a shoe store by John W. Nordstrom and Carl Wallin, Nordstrom became the largest independent shoe chain in the United States. By 1960, Nordstrom decided to enter the clothing arena by purchasing Best Apparel, and continued to expand it markets through the acquisition of other luxury goods. Nordstrom’s continued growth and success stem from their business philosophy based on “exceptional service, selection, quality and value” (About Nordstrom, 2011). Today Nordstrom “has grown from one downtown Seattle shoe store into a nationwide fashion specialty chain with renowned services, generous size ranges and a selection of the finest apparel, shoes, and accessories for the entire family” (About Nordstrom, 2011). For over 100 years, the focus continues to be the same; catering to customer needs, individually. Nordstrom’s business philosophy could not be achieved without its exceptional employees. Nordstrom has an excellent record in the advancement of women and minorities. In their commitment to diversity they “cultivate an environment where the contributions of every employee, customer and vendor are respected” (Nordstrom Cares, 2011). Their focus on caring for their people even goes to creating a wellness program. The wellness program designed to help employees focus on better eating, better living, and a better sense of balance. Their wellness program provides support through on-site health screening, coaching, and online resources. Nordstrom employees are treated as a part of a family. It is no wonder why Nordstrom continues to be voted Forbes 100 Best Companies to work for. Their empowering of the employees is what stimulates the excellent...
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