NordstromNordstrom HistoryCustomer ServiceInverted PyramidWorking for NordstromCustomer ExperienceWorking for the CompetitorWorking for the CompetitorWho Would You Rather Work For?NordstromKaley McNayNathan SparksAnda ShiarlaNordstrom HistoryIn 1901, store openingBusiness philosophy was based on exceptional service, selection, quality, and valueIn 1960, Nordstrom had 8 storesIn 1928, sold to Nordstrom sons Began as family businessIn1971, IPO National expansion Employs more than 50,000 peopleBusiness philosophy unchangedCustomer ServiceNo automated phone system Approached immediately Suggestions and honest opinionsMerchandise tracked downWalk bag around counter/ to carReturn policyDevoted customer baseInverted PyramidCustomersSales and Support PeopleDepartment ManagersBuyers, Merchandise Managers, Store Managers, Regional ManagersExecutive Team, Board of DirectorsWorking for NordstromThe people that work are importantValue and recognize employeesGo above and beyondPaid on commissionBenefits Use good judgmentSet personal and team goalsPlan for successCustomer ExperienceAlways an anchor…Salem Store… my experiencesPrice Points, Salem vs. PortlandExperience in different sections of Portland StoreLayout–Easy to find your section–Large clear aisles–PDX: shoes & jewelry–Salem: Shoes and cosmeticsWorking for the Competitor Meier and Frank–15 hour sale every weekend–Train customers to wait for the weekend to shop–Employee empowerment –Return policy…What policy??–Bought by Robinson- May–Bought by Macy’sWorking for the Competitor Macy’s–Sales only a few times a month–Customer star rewards–Dress code –Store return policy…just ask for a manager –Automated phone service–Terrible customer service even for employeesWho Would You Rather Work
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