Analysis Of The Article ' How Nordstrom Built The World's Best Customer Service Machine '

The mission of Nordstrom is to provide outstanding service every day, one customer at a time by offering the customer the best possible selection, quality and value. And their vision is to serve their customers better, to always be relevant in their lives and to form lifelong relationships and while serving their customer face-to-face is the foundation of how they’ve historically served them. Today, customers seek their

Social responsibility is generally regarded as a duty of an organization’s management towards the benefit and well-being of the society in which it is engaged. The organization must behave ethically considering the social, cultural, economic and environmental issues.

Businesses, specifically larger corporations, play a major role in what occurs in society therefore, they are responsible to their stakeholders not only to pursue economic goals but the greater social good as well. Corporate social responsibility (CSR) means that a corporation should act in a way that enhances society and its inhabitants and be held accountable for any of its actions that affect people, their communities, and their environment. (Lawrence, 2010). Social responsibility is becoming the norm so much so that some businesses have incorporated it into their business model. There are three components of the bottom line of social

Many believe that business entities should have an ethical duty to be socially responsible, to work towards increasing its positive effects on society while decreasing its negative effects. Many organizations look for opportunities to be socially responsible while also creating shareholder wealth.

In this report, I am researching Nordstrom in order to gain information on if this company would be a good company for an undergraduate student to complete an internship with. I plan on finding out information on topics such as company culture, financial analysis, growth, and competition. I will look deeply into the company’s strengths and weaknesses in order to learn about sustainability and potential for long-term employment.

Every business has a social responsibility toward society. That means to maximize positive affects and minimize negative affects on the society. Social responsibilities includes economic-to produce goods and services, that society needs at the price, that satisfy both-business and consumers, legal

Perception is important in an organizational culture. Perception is a “process by which individuals organize and interpret their sensory impressions in order to give meaning to their environment.” (Judge & Robbins, 2011) Nordstrom has a culture of autonomy, empowerment, good judgment, and above all good customer service. The leadership communicates the company history and goals through story telling so that employees can understand the importance of customer service to the organization. For example, in 1978 a customer returned a tire to the store, the employee asked for the receipt and returned the money to the customer. When working for Nordstrom as a seasonal employee, the tire story was shared with the new employees and is currently being shared with new employees. What I perceived the organization to be is one of standing by their claim of superior customer service, using good judgment, and the customer is always right.

Corporate Social Responsibility are actions taken by a corporation that have positive and lasting impact for all stakeholders associated with the organization, seeking to strike a balance between profits and helping to establish lasting investment in the community (Carrol, 2015). In the 1980’s, then President Reagan challenged the business community to take on more responsibility to address social problems (Carrol, 2015). Socially responsible actions can benefit local communities as well as the greater societal good.

3.Business to External Environment. Because businesses exist within a community from which they take resources, businesses have ethical responsibilities to the community. This obligation to protect and enhance the society is called Social Responsibility. This also includes responsibilities to the customers from which they earn profits. The main areas of Social Responsibility are:

Nordstrom’s employees and management are the company’s most valuable resource. An article written in the Seattle PI describes exactly why this is true. It states that, “Nordstrom salespeople make decisions as if managing their own business; they are trusted to do what is right. Everyone else in the company is there to help the sales staff make the sale and please the customer” (Mulady, 2009). The way the employees are treated and valued is a perfect portrayal of the company’s mission of providing the best possible customer service and value to the customer.

Best Buy, a familiar retailer in the technology world, is struggling to stay on top. Online and mass stores have cornered the market in terms of convenience, customer service and price matching. The recent closing of over two hundred stores alongside falling sales has experts predicting that the giant won’t be in business long. Using a results-only work environment (ROWE), Best Buy has removed the customer from the equation and forced many employees out. A marketing disaster, Best Buy must change its marketing strategy from sales-based to a customer-based to stay afloat.

Nordstrom Inc. has of late experienced numerous challenges in terms of customer service. First, customers complain that they have to wait for long hours in queues in order to purchase products. The consumers also claim that when they voice their issues and complains via appropriate channels they are not resolved. They accuse the Company of not conducting follow ups on customer concerns in order to address them. Some customers even claim that some of the employees seem not be even aware of the products that the Company is selling. They claim that the Company is yet to fulfill some of the promises it pledged to them.

Social responsibility is built on a system of ethics, in which decisions and actions must be ethically validated before proceeding. If the action or decision causes harm to society or the environment then it would be considered to be socially irresponsible. Being socially responsible means that people and organization must behave ethically and sensitivity towards, social, cultural, economic, and environmental issues. Striving for social responsibility helps individuals, organization and government to have a positive impact on development, business and society. Often, the ethical implication of decision/action are overlooked for personal gain and the benefits are usually material. This frequently manifest itself in companies that

In the business world, social responsibility refers to accountability. There is the accountability of the company to itself, and to the communities where they have a presence. Especially when a business is as large and far reaching as Marriott, they have a responsibility to give back and help to improve society. It is also believed that by engaging in socially responsible activities, the company will improve its image and increase profit.

CORPORATE SOCIAL RESPONSIBILITY (CSR) is a term describing a company’s obligation to be accountable to all of its stakeholder in all its operation and activities. Socially responsible companies consider the full scope of their impact on communities and the environment when making decisions, balancing the needs of stakeholder with their need to make profit.