Nordstrom Case Study

1090 Words Jan 8th, 2012 5 Pages
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
…show more content…
One of the major problems affecting Retailers with their success is customer satisfaction. “Retailers know that satisfied customers are loyal customers” (Ahmad, 2009). Nordstrom’s approach to customer service and customer relationship management is intended to build relationships that result in customers returning to make more purchases. Nordstrom seeks to enhance customer relationships by carrying the right products that satisfy client needs, their presentation of goods generate interest in their clients, and their ability to provide extraordinary customer service been proven to be appropriate with the release of their 2010 annual report.
Customers are the most important assets of a company, therefore, the “competitive leadership goes to those companies that are customer-oriented. Customers are increasingly demanding unique, individualized buying experiences that enhance existing relationships as well as provide fresh, exciting sources of value” (Ross, 2008). Customers today perceive value arising from their experience they receive to be greater than the actual goods they acquire. Nordstrom’s approach to customer service and customer relationship management allows Nordstrom to continue to be a competitive giant in the retailer industry. “One way of classifying styles of conflict management styles is to examine the styles’ assertiveness (the

More about Nordstrom Case Study

Open Document