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NordstromLessons From NordstromPrinciple # 1: Provide Customer with ChoicesPrinciple #2: Creating an inviting place for your customerPrinciple #3: Hired nice, motivated peoplePrinciple #4: Sell the relationshipPrinciple # 5, 6,7Principle #8: Committed to 100% customer serviceSourceNordstromByDan OuelletteJoel Kirk Lien HuynhByDan OuelletteJoel Kirk Lien HuynhLessons From NordstromLessons From Nordstrom1. Provide Your Customer With Choices2. Create An Inviting Place for Your Customers3. Hire Nice, Motivated People4. Sell The Relationship: Service Your Customers Through The Products And Services You Sell5. Empower Employees To Take Ownership6. Dump The Rules: Tear Down Barriers To Customer Service7. Encourage Internal Competition8. Commit 100% To Customer Service1. Provide Your Customer With Choices2. Create An Inviting Place for Your Customers3. Hire Nice, Motivated People4. Sell The Relationship: Service Your Customers Through The Products And Services You Sell5. Empower Employees To Take Ownership6. Dump The Rules: Tear Down Barriers To Customer Service7. Encourage Internal Competition8. Commit 100% To Customer ServicePrinciple # 1: Provide Customer with ChoicesPrinciple # 1: Provide Customer with ChoicesCustomer ServiceStocking right item, in right sizes, in right color, at the right price, at right timeShoesApparelsCosmeticCustomer ServiceStocking right item, in right sizes, in right color, at the right price, at right timeShoesApparelsCosmeticPrinciple #2: Creating an inviting place for your customerPrinciple #2: Creating an inviting place for your customerMake shopping experience easy and convenientAisles provide ample rooms for customers to browse, give customers freedom to circle the store and plunge into the center of each individual departmentAisles around escalator wide enough to avoid traffic jamWide waiting areas around elevators to make it accessible for wheelchairs and strollersDressing rooms, fitting rooms, and customer lounge are furnished with chairs/and or sofasMake shopping experience easy and convenientAisles provide ample rooms for customers to browse, give customers freedom to circle the store and plunge into the center of each individual departmentAisles around escalator wide enough to avoid traffic jamWide waiting areas around elevators to make it accessible for wheelchairs and strollersDressing rooms, fitting rooms, and customer lounge are furnished with chairs/and or sofasPrinciple #3: Hired nice, motivated peoplePrinciple #3: Hired nice, motivated people“Hire the smile and train the skill” people who are nice are most likely to be chosen over people who have previous retail experienceGive people on the sales floor the freedom to make decisions-and management supports them in those decisions as long as they are legal.High expectations of employeesOnly the fittest surviveCommission paid based on performanceSelling techniques are sale people’s choice“Hire the smile and train the skill” people who are nice are most likely to be chosen over people who have previous retail experienceGive people on the sales floor the freedom to make decisions-and management supports them in those decisions as long as they are legal.High expectations of employeesOnly the fittest surviveCommission paid based on performanceSelling techniques are sale people’s choicePrinciple #4: Sell the relationshipPrinciple #4: Sell the relationshipService your customer through the products and services you sellService your customer through the products and services you sellPrinciple # 5, 6,7Principle # 5, 6,75. Empower employees to take ownership6. Dump the RulesTear down barriers to customer service7. Encourage internal competition5. Empower employees to take ownership6. Dump the RulesTear down barriers to customer service7. Encourage internal competitionPrinciple #8: Committed to 100% customer servicePrinciple #8: Committed to 100% customer serviceHeroic storiesTom’s Peter storyThe burgundy storyHeroic storiesTom’s Peter storyThe burgundy storySourceSourcehttp://www.ecustomerserviceworld.com/earticlesstore_articles.asp?type=article&id=108Random Google Image Searcheshttp://www.ecustomerserviceworld.com/earticlesstore_articles.asp?type=article&id=108Random Google Image


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OSU BA 495 - Nordstrom

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