Nordstrom Executive Summary

With Nordstrom’s being a department store selling a large selection of types, brands, and styles of product, the aspect of customer service is as important for company sales as product is (with the intentions of building lifelong connections and loyalty with their customers). Nordstrom’s marketing strategy used customer experience as they way to make a difference in the market. This company is known as much for their product as it is for the shipping experience it portrays for each customer, therefore making service its clearest selling point.

Nordstrom as a whole company strives for the customer leaving with a satisfactory shopping experience. Nordstrom makes each moment right with the customer by making sure the store, sales people, and

These employees cater typically to the top ten percent of their customers. In order to ensure that the customers have the best service experience, they are able to make appointments with Nordstrom personal shoppers, who cater to the individuals needs and wants. They are able to pre-pick clothing items and shoes for the customer while the customer is catered to with complementary drinks and food, exchanging of sizes, and to the car service. The sales person spends an assorted amount of time with each individual (the appointment can last for as along or as short as the customer wants or needs), where they follow the customer to each department and helps them to find the items they are looking for, without the customer lifting a finger. The customer service in the personal shopper’s department is above and beyond, making sure that the customer leaves the store assured that they bought items that they will love, and continue to love far in the

Not only are they instructed to answer the phone on no more than the second ring (allowing them to not keep a customer on hold for a long period of time), but they are also taught to walk your bagged purchases around the checking counter rather than across the counter top, allowing for a more personal goodbye and an ending chance to connect with the customer. With this initial training, the customer service that the sales person is giving the customer will let them know that not only is their business with the company appreciated, but it also allows them to build customer relationships for the future. In addition, the Nordstrom employee is rarely “pointing” in a direction. When they are asked for the direction of the restroom or where a specific article of clothing or department is located, they are trained to take the customer and show them so that the location is easily and clearly found by the customer. This way the customer feels valued and helped to the highest