| Description |
1 online resource (16 pages) : illustrations |
| Series |
Human resource management online (text) |
| Summary |
Seattle, US-based specialty fashion retailer Nordstrom Inc. (Nordstrom) was renowned for its exceptional customer service. Since its inception in 1901, the company's customer service philosophy had focused on doing everything to satisfy a customer. This was supported by the culture in the company that empowered its employees. The employees were asked to function like entrepreneurs and were free to go out of their way to provide the customers with the best service. It was not only direct interaction with the sales personnel but also the exteriors and interiors of the stores that reflected the company's philosophy of making the customer comfortable. The well-lit, wide-aisle stores were laid out in such a way that the customers could move across the stores comfortably. Different departments were partitioned with low-placed furniture, so that the customer could see the different departments at one glance. The stores also had comfortable rest rooms and dressing rooms. All the stores had spas and restaurants attached with them. Nordstrom stocked a wide range of merchandise to ensure that no customer left the store without finding the item he/she was looking for ... As Nordstrom completed a century of existence and entered a new era, it faced a different kind of challenge. With the advent of e-commerce, the role of customer service was minimized. However, Nordstrom continued to maintain that even in the digital era, customer service was still relevant |
| Notes |
Case code: HROB159 |
|
Title from resource description page (viewed May 26, 2015) |
| Bibliography |
Includes bibliographical references (page 16) |
| Notes |
In English |
| Subject |
Nordstrom (Firm) -- Customer services -- Case studies
|
| SUBJECT |
Nordstrom (Firm) fast (OCoLC)fst00695694 |
| Subject |
Customer relations -- Case studies
|
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Organizational effectiveness -- Case studies
|
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Personnel management -- Case studies
|
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Customer relations.
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Customer services.
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Organizational effectiveness.
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Personnel management.
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| Genre/Form |
Case studies.
|
| Form |
Electronic book
|
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