Nordstrom Mission Statement

Dayu Aryanthi

BA 301 – 001

Assignment 1

10/12/2016

Question #1 Nordstrom is an American chain of department stores who have recently extended to Canada. The company includes full-line stores and an off-price retailer Nordstrom Rack. There are 121 full-line stores and 208 Nordstrom Rack stores spanning 38 US states and Canada. The company’s mission statement "to provide outstanding service every day, one customer at a time” (Nordstrom.com) is the driving force between the company’s success and core values. This mission began with John W. Nordstrom in 1901, when John opened a shoe store with his business partner in Seattle called Wallin & Nordstrom. What started as a small shoe store grew to be the largest shoe store in the country by 1960.

Three of which, Blake, Pete and Erik are co-presidents of the company and a part of the the fourth generation of the Nordstrom family. The main stakeholder is Bruce Nordstrom, who ran the company from 1968 until 1995 and was the chairman from 2000 until he retired in 2005. The last of the 5 stakeholders, James F. Nordstrom was a retired co-chairman who deceased in 1996. History of Nordstrom’s current and past board of directors proves the company’s family centric focus. The top 3 institutional holders include Vanguard Group, Inc., Bank of New York Mellon Corporation and lastly State Street Corporation. The top 3 mutual fund holders include Vanguard Mid-Cap Index Fund, Vanguard Total Stock Market Index Fund and JP Morgan Mid cap value

The company puts a dire emphasis on delivering strong customer service. Their forgiving return policy and friendly employees have coined the company as having some of the best customer service in the large players of the retail industry. To spread their message and explain their formula for customer satisfaction, the book “The Nordstrom Way to Customer Service Excellence.” The publics perception of Nordstrom is generally in good light. This perception also pertains to the 52,000+ employees, as the company takes pride in empowing their employees through a sense of store community and commission bases. The employee satisfaction then leads staff the respect the customer and follow nordstroms expectations of employees to walk you around the store, walk your bagged purchases around the counter and answer the phone on the 2nd