Nordstrom's: a Case for Service Essay

1194 Words Jun 13th, 2015 5 Pages
Nordstrom's: A Case for service

The purpose of this study is to examine the customer service model used by retail department store, Nordstrom’s, and determine if their approach to customer service is a proven way to mitigate potential conflict. I will answer three case questions presented within the study, analyze the information presented, and draw an independent conclusion based on my review of the case material. Nordstrom’s is an upscale retail department store headquartered in Seattle, Washington (Nelson & Quick, 2013). They operate about 200 stores in roughly 3/5ths of the sates in America (Fowler & Dodes, 2010). The company’s philosophy has remained unchanged for more than 100 years: “offer the customer the best
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This assists the associate with developing an instant relationship with the customer and offering them the feeling of importance. In addition, it saves the customer time and reduces frustration.
In addition to creating personalized shopping experiences, Nordstrom’s has effectively used various means of online communication to better communicate with their customers. Using an open business model, Nordstrom’s allows their customers to have direct impacts on their stores operations by giving them forums to sound off on. Sites like Facebook and Twitter have become chief sources of advertisement and marketing towards shoppers across all demographics. In recent years, “Nordstrom’s has invested heavily in integrating its online and store divisions, which has had the effect of providing better customer service because of merchandise being out of stock less frequently (Fowler & Dodes, Corporate News: Retailers Tap Stores to Speed Online Orders, 2010).” Another way in which Nordstrom’s service its customers “is by seeking feedback from them (Nelson & Quick, 2013).” Luxury retailers like Nordstrom’s have “embraced online customer reviews…opening their websites—and the brands they sell—to the slings and arrows of public opinion (Dodes, 2010).”
Case Question 2 The second case

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