Nordstrom Case Study

With 50,000 employees and 170 stores throughout the United States Nordstrom is a major player in the luxury goods department. Founded originally as a shoe store by John W. Nordstrom and Carl Wallin, Nordstrom became the largest independent shoe chain in the United States. By 1960, Nordstrom decided to enter the clothing arena by purchasing Best Apparel, and continued to expand it markets through the acquisition of other luxury goods.

Nordstrom’s continued growth and success stem from their business philosophy based on “exceptional service, selection, quality and value” (About Nordstrom, 2011). Today Nordstrom “has grown from one downtown Seattle shoe store into a nationwide fashion specialty chain with renowned services, generous size ranges and a selection of the finest apparel, shoes, and accessories for the entire family” (About Nordstrom, 2011). For over 100 years, the focus continues to be the same; catering to customer needs, individually. Nordstrom’s business philosophy could not be achieved without its exceptional employees.

Haven’t Found The Relevant Content? Hire a Subject Expert to Help You With
Nordstrom Case Study
Post Your Own Question And Get A Custom Answer
Hire Writer

Nordstrom has an excellent record in the advancement of women and minorities. In their commitment to diversity they “cultivate an environment where the contributions of every employee, customer and vendor are respected” (Nordstrom Cares, 2011). Their focus on caring for their people even goes to creating a wellness program. The wellness program designed to help employees focus on better eating, better living, and a better sense of balance. Their wellness program provides support through on-site health screening, coaching, and online resources. Nordstrom employees are treated as a part of a family.

It is no wonder why Nordstrom continues to be voted Forbes 100 Best Companies to work for. Their empowering of the employees is what stimulates the excellent customer service they provide. Their reverted pyramid is a representation of their philosophy and structure. At the top, of the pyramid are their customers, followed by sales and support people. In the middle are the department managers followed by the merchandising group, store managers, and regional managers. At the bottom, of the pyramid is where you will find the executive team and board of directors (Nordstrom Our Structure, 2011).

Nordstrom’s outstanding efforts have helped steer this luxury retailer from the economic problems in 2008 and 2009. The 2010 annual report card shows an increase in net sales, earnings before income and taxes, net earnings, earning per basic share, earning per diluted share, and cash dividend paid per share. To be specific, net sales for 2010 have increased by 12. 7% from last year and net earnings have increased by 39%. Nordstrom came out of the Great Depression and will continue to come out of the many financial crises they encounter because of their approach to dealing with customers.

The implications of their philosophies can be seen in their annual report. In times of recession were customers choose to spend their money wisely, they choose to spend it in a place were their experience is maximized. “Nordstrom knows it’s not the price but the customer service that gains and retains loyal customers that generate strong profits” (Nelson & Quick, 2011). Conflict is “any situation in which incompatible goals, attitudes, emotions, or behaviors lead to disagreement op opposition for two or more parties” (Nelson & Quick, 2011). Dealing with dissatisfied customers can be a great source of conflict for retailers.

Conflict can be considered as “ a breakdown in the standard mechanism of decision making, so that an individual or group experiences difficulty in selecting an alternative” (Rahim, 2000). Given Nordstrom’s approach to customer service and customer relationships the “breakdown” causing difficulties does not occur. They diffuse conflict situations by choosing to take the blame or burden of proof away from the customer. Their ability to deliver happy customers has led them to continue for over 100 years through the various ups and downs of the economy.

One of the major problems affecting Retailers with their success is customer satisfaction. Retailers know that satisfied customers are loyal customers” (Ahmad, 2009). Nordstrom’s approach to customer service and customer relationship management is intended to build relationships that result in customers returning to make more purchases. Nordstrom seeks to enhance customer relationships by carrying the right products that satisfy client needs, their presentation of goods generate interest in their clients, and their ability to provide extraordinary customer service been proven to be appropriate with the release of their 2010 annual report.

Customers are the most important assets of a company, therefore, the “competitive leadership goes to those companies that are customer-oriented. Customers are increasingly demanding unique, individualized buying experiences that enhance existing relationships as well as provide fresh, exciting sources of value” (Ross, 2008). Customers today perceive value arising from their experience they receive to be greater than the actual goods they acquire.

Nordstrom’s approach to customer service and customer relationship management allows Nordstrom to continue to be a competitive giant in the retailer industry. One way of classifying styles of conflict management styles is to examine the styles’ assertiveness (the extent to which you want your goals met) and the cooperativeness (the extent to which you want to see the other party’s concern met)” (Nelson & Quick, 2011). Nordstrom’s management culture states, “ healthy competition is good” (Nordstrom Cares, 2011). Competing is a style that is assertive in nature and usually uncooperative. This is not the case with Nordstrom. Management encourages winning through a team environment.

Competition in small doses is stimulating; competition encourages people to go above and beyond to meet their goals. The key to Nordstrom competing style is that they do not achieve their goals at the expense of others. They recognize outstanding performance but value kindness above all. “We still believe the golden rule has a lot of merit: Treat others as you’d like to be treated. We work hard to offer great service to each and every customer and we believe great service begins with courtesy to everyone, customers and coworkers alike” (Nordstrom Cares, 2011).

Their style also reflects collaboration. Nordstrom works towards collaboration arriving at a solution that is satisfactory to both their customers and employees. Their focus is providing customers with the best possible service. They meet client needs and while doing so accomplish their desire of excellent customer service. It is a win-win style for the organization and the client. Nordstrom also approaches customer relationship management through compromising. In a compromising style, both parties are equally powerful. A compromising style is used “ for avoiding protracted conflict” (Rahim, 2000).

Calculate the price of your order

Select your paper details and see how much our professional writing services will cost.

We`ll send you the first draft for approval by at
Price: $36
  • Freebies
  • Format
  • Formatting (MLA, APA, Chicago, custom, etc.)
  • Title page & bibliography
  • 24/7 customer support
  • Amendments to your paper when they are needed
  • Chat with your writer
  • 275 word/double-spaced page
  • 12 point Arial/Times New Roman
  • Double, single, and custom spacing
  • We care about originality

    Our custom human-written papers from top essay writers are always free from plagiarism.

  • We protect your privacy

    Your data and payment info stay secured every time you get our help from an essay writer.

  • You control your money

    Your money is safe with us. If your plans change, you can get it sent back to your card.

How it works

  1. 1
    You give us the details
    Complete a brief order form to tell us what kind of paper you need.
  2. 2
    We find you a top writer
    One of the best experts in your discipline starts working on your essay.
  3. 3
    You get the paper done
    Enjoy writing that meets your demands and high academic standards!

Samples from our advanced writers

Check out some essay pieces from our best essay writers before your place an order. They will help you better understand what our service can do for you.

Get your own paper from top experts

Order now

Perks of our essay writing service

We offer more than just hand-crafted papers customized for you. Here are more of our greatest perks.

  • Swift delivery
    Our writing service can deliver your short and urgent papers in just 4 hours!
  • Professional touch
    We find you a pro writer who knows all the ins and outs of your subject.
  • Easy order placing/tracking
    Create a new order and check on its progress at any time in your dashboard.
  • Help with any kind of paper
    Need a PhD thesis, research project, or a two-page essay? For you, we can do it all.
  • Experts in 80+ subjects
    Our pro writers can help you with anything, from nursing to business studies.
  • Calculations and code
    We also do math, write code, and solve problems in 30+ STEM disciplines.

Frequently asked questions

Get instant answers to the questions that students ask most often.

See full FAQ
  • What if I’m dissatisfied with the paper I get?

    The average quality score at our professional custom essay writing service is 8.5 out of 10. The high satisfaction rate is set by our Quality Control Department, which checks all papers before submission. The final check includes:
    • Compliance with initial order details.
    • Plagiarism.
    • Proper referencing.
    If for some reason we happen to leave a mistake unnoticed, you are invited to request unlimited revisions of your custom-written paper. For more information, check our Revision Policy. We will do our best to make your experience with Familiar Essays enjoyable.
  • I need an essay on the same day. Is it something you can do?

    Sure. Our writing company offers a fast service with an 8-hour deadline for orders up to master’s level. Make sure to specify the deadline in the order form and our writers will write a paper within the indicated timeslot. Just proceed to submit your requirements here Once you order a custom-written essay, our managers will assign your order to the well-suited writer, who has the best skills and experience for preparing your specific assignment. You can also request one of these extra features:
    • Choose the Writer’s Samples option – study 3 randomly-provided pages from orders that have been written by the assigned writer.
    • Request a specific writer – choose an academic writer from the dropdown list in the order’s form (optional for returning customers).
    You can be sure that your custom writing order will be accomplished by one of our 400+ professional academic writers. They all pass a series of tests to prove their writing prowess and hold the reputation of being the most professional in the industry. Want to make sure writer’s skills match your needs? Get more details on how to choose the appropriate author.
  • How can I be sure your writing service is not a scam?

    We understand that a shade of mistrust has covered the paper writing industry, and we want to convince you of our loyalty. Apart from high-quality writing services, we offer:
    • The chances of students to boost writing skills in a quick and effective way.
    • The opportunity to manage studies and free time in an enjoyable manner.
    • The possibilities to improve overall academic performance.
    Our custom writing company has been working for more than 12 years and always puts quality and clients’ needs first. Our operations are legally documented, we are easily accessible online and offline,
  • Is it legal to use your professional writing service?

    Yes. Custom writing help is not prohibited by any university or college. It’s a 100% legal way of getting professional assistance with paper writing. Hiring writers from an essay writing company is in many ways similar to consulting a tutor – we help you solve the writing issues at hand.
  • How does your service work?

    Our custom writing service is a reliable solution on your academic journey that will always help you if your deadline is too tight. You fill in the order form with your basic requirements for a paper: your academic level, paper type and format, the number of pages and sources, discipline, and deadline. Then, you describe the specific details of the paper you need: add the topic, write or paste the instructions, and attach files to be used, if you have them. After that, an online customer support representative chooses the best writer that specializes in your discipline and assigns him or her to complete the paper according to your requirements. When the paper is ready, we check it for plagiarism and send it to you. If you want to change something, you can request a free revision.
See full FAQ

Take your studies to the next level with our experienced specialists

Live ChatWhatsApp