In the year of 1887, 16 year old John W. Nordstrom lived in Sweden. John traveled New York City with five dollars in his pocket and with no understanding of the English language. He turned the five dollars and the thirteen thousand that he made from mining in the Yukon, into one of the biggest department store chains. Today, a fourth generation of the Nordstrom family controls the company. John's approach to business was to provide exceptional service, selection, quality and value. From one tiny shoe store, Nordstrom has grown into a fashion specialty chain with global reach. Nordstrom currently operates a total of 316 stores located in 39 states and Canada. In 2014, the company achieved an all-time record for total net sales at $13.1 billion.
Key Concepts:
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The company works with their employees to provide further guidance to achieve the mission at Nordstrom every day. “Keeping the focus on the customer made it easier to set aside silos and work together on creating the best experiences possible, whether they’re in a store or on the web. It’s a valuable lesson in staying true to your company’s mission” (Jamie Nordstrom).
• The company’s vision is to improve on customer service. As defined by Nordstrom “Customer service is things that customers value over and above the product they’re buying.”
• Nordstrom’s objective is always to create a memorable experience whenever a customer visits one of its stores. Examples: adequate parking, offering people the opportunity to sit down, relax and have something to eat without having to leave the store, and the employee’s main focus is to make the customer comfortable.
• Their identity is to have a valuable relationship with the consumer. “Relationships come before retail” as Nordstrom said. As current president of Nordstrom Direct stated “you have to build the relationship and keep the customer’s trust on
Key Concepts:
• …show more content…
The company works with their employees to provide further guidance to achieve the mission at Nordstrom every day. “Keeping the focus on the customer made it easier to set aside silos and work together on creating the best experiences possible, whether they’re in a store or on the web. It’s a valuable lesson in staying true to your company’s mission” (Jamie Nordstrom).
• The company’s vision is to improve on customer service. As defined by Nordstrom “Customer service is things that customers value over and above the product they’re buying.”
• Nordstrom’s objective is always to create a memorable experience whenever a customer visits one of its stores. Examples: adequate parking, offering people the opportunity to sit down, relax and have something to eat without having to leave the store, and the employee’s main focus is to make the customer comfortable.
• Their identity is to have a valuable relationship with the consumer. “Relationships come before retail” as Nordstrom said. As current president of Nordstrom Direct stated “you have to build the relationship and keep the customer’s trust on