Nordstrom

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Nordstrom Case

Nordstrom is an upscale US department store chain with sales that topped $8 billion in 2009. John W. Nordstrom originally started the company as a shoe store but it grew over the years into a fashion specialty chain store selling top-quality, brand-name clothing, accessories, jewelry, cosmetics, and fragrances.

From the beginning, Nordstrom has delivered in and stressed the importance of providing the highest level of customer service possible along with top-of-the line, high-quality merchandise. As a shoe retailer, the company offered a wide range of products to fit most everyone's needs and price point. As it expanded into fashion and apparel, it maintained these goals.

Today, Nordstrom sets the standard in customer service and loyalty. In fact, the company is so well known for this trait that urban legends of unusual acts of customer service still circulate today. One of the best known tells how in 1975 a customer came into a Nordstrom store after Nordstrom had purchased a company called Northern Commercial Company. The customer wanted to return a set of tires originally bought at Northern Commercial. Although Nordstrom has never carried or sold tires, it happily accepted the return and instantly provided the customer cash for his purchase.

While Nordstrom's "no question asked" return policy remains intact today, there are other examples of its exceptional customer service. Its sales representatives send thank-you cards to customers who shop there and have hand-delivered special orders to customer's homes. Nordstrom installed a tool called Personal Book at its registers that allow salespeople to enter and recall customer's specific purchases in order to better personalize their shopping experiences. Nordstrom also provides customers with multichannel for shopping, allowing them to buy something online and pick it up at a store within an…...

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