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customer service

customer service. By Caleb Oldenkamp Manuel Mejia Silian Xu. History of Nordstrom. Video Wallin and Nordstrom (1901) Expanded beyond shoes in 1963 OR (1966), CA (1978) East coast (1988) Currently has 109 full line and 56 clearance 50 new stores planned with 26 of them by 2012

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customer service

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  1. customer service By Caleb Oldenkamp Manuel Mejia SilianXu

  2. History of Nordstrom • Video • Wallin and Nordstrom (1901) • Expanded beyond shoes in 1963 • OR (1966), CA (1978) East coast (1988) • Currently has 109 full line and 56 clearance • 50 new stores planned with 26 of them by 2012 • No. 72 on Fortune 100 best companies to work for

  3. Nordstrom Marketing • Markets to ages 25-54 • Household income >$100,000 • Also has very diverse marketing • Won fortune’s 50 best companies for Asians, Hispanics and Blacks • Markets to disabled

  4. Merchandise Categories • Women's Apparel: 34% of net sales • Shoes: 21% of net sales • Men's Apparel: 16% of net sales • Women's Accessories: 12% of net sales • Cosmetics: 11% of net sales • Children's Apparel: 3% of net sales • Other: 3% of net sales

  5. The Nordstrom Way • Focused on catering to customers' needs, individually • Customer Service • Humble • Everything begins with the customer • Think like the customer • Nordstrom.com • Buy online, pick up in store

  6. The Nordstrom Philosophy The Inverted Pyramid “Offer the customer the best possible service, selection, quality and value.”

  7. Guidelines for Nordstrom • The right attitude • Understand the Customer’s need • Communicate clearly • Reach agreement • Check Understanding • Take Action • Build on satisfaction

  8. Customer Service • Empower employees • Nordstrom gives its people on the sales floor the freedom to make entrepreneurial decisions and management backs them on those decisions • Employees regularly send thank-you notes • They call customers when sought-after items arrive.

  9. Customer Service • Shelton Cole, a wardrobe consultant in the men's department of the Tacoma Nordstrom, has received the All Star award at his store. • "If a customer comes in and needs a suit in a hurry for an interview or a funeral, I will find them the suit, get it altered for them so they can have it in time. I even go in on my days off to be certain things are being taken care of for my customers," Cole said.

  10. Works cited • "Customer Service - Nordstrom." About Us - Nordstrom. N.p., n.d. Web. 2 Nov. 2009.<http://about.nordstrom.com/help/help.asp?origin=tab> • "Nordstrom Careers: Our Structure." About Us - Nordstrom. N.p., n.d. Web. 2 Nov. 2009. <http://about.nordstrom.com/careers/company/our-structure.asp> • MULADY, KATHY. "Nordstrom Way is legendary in shopping." Seattle news, sports, entertainment | seattlepi.com - Seattle Post-Intelligencer. N.p., n.d. Web. 2 Nov. 2009. <http://www.seattlepi.com/business/28924_nord_way26.shtml> • "CEO EXCHANGE . Episodes . Episode 401: Mr. Nordstrom's Video Clip | PBS." PBS. N.p., n.d. Web. 2 Nov. 2009. <http://www.pbs.org/wttw/ceoexchange/episodes/401_nordstrom.html> • www.aallnet.org/chapter/swall/.../The%20Nordstrom%20Way.ppt

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