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Nordstrom Conflict Management

Decent Essays

This case study highlights how the upscale retailer Nordstrom has managed to build strong relationships with its customers using its conflict management strategy over the many years since its founding. The case studies look at how Nordstrom handles dissatisfied and disgruntled customers on a case-by-case basis and tries to respond to the demands and rectify issues no matter how unreasonable they may seem at times. This unique approach has allowed the company to establish a great image and mutual respect among its customers while also building and fostering a loyal customer base.
Analysis
Nordstrom‘s approach to customer service and customer relationship management is an appropriate way to defuse or prevent potential conflict situations. …show more content…

According to Nelson and Quick (2017) accommodating is the appropriate situation when the relationship is very important. Being in retail the customer relationship is what can determine whether a company stays in business. The accommodating approach empowers the company to win the trust of customers, which in turn builds strong personal relationships with the customers. In this case, the company feels building relationships with customers is worth more than trying to win a little fight with the customer here and there. This approach also helps Nordstrom to avoid negative outcomes such as losing the customer to a competitor or even worse have a negative viral moment that takes a toll on the company’s reputation. With social media dominating today, it only takes one bad PR blunder to hit a reputation a company has been building for decades. One of the disadvantages of using the accommodating approach in dealing with conflict in that the company may not get an outcome that is fair or just to it. Since, this approach includes placing the needs of the customer first, this approach usually ends up benefiting the other party and coming at a cost to the company. At the end of the day Nordstrom is a company whose sole goal is to make a profit, accommodating can at times go against this goal and even chip away at it. It also may affect employees’ morale. Working at a place where you must constantly bite your tongue and bend over backwards to customers who may be rude, pushy, and demanding can take a toll on

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