NOrdstorm Case Analysis
“Our staff is genuinely interested in seeing that all your needs are meet. They are professionals-will help you with everything from gift suggestions to wardrobe planning. They will even accompany you from department to department until you find exactly what you’re looking for” , a quote from Nordstrom directory as a benchmark for service exceptions. How is Nordstrom able to claim this unexceptional goal within retail industry? The answer lies with the great achievement of motivation produced within Nordstrom culture. The case in question is prepared by Richard D. Freedman and Jill Vohr, Stern School of Business, New york University.
This case analysis is based on the experiences and background of retail giant, Nordstrom. The store started its operations with humble beginning of providing excellent customer service to constituents. Nordstrom operates almost 100 stores in 10 states. It’s a growing company with great working culture. There are approximately 35000 employees working within Nordstrom family. The focus of Nordstrom’s management is to create an ambitious and motivated team that provides customer service like no one else offers, service above and beyond the call of duty. All employees are made to feel like members of a family sharing in “the Nordstrom way”. Company has been able to create an environment where promotions are only from within the company, where employees keep a journal of customers to send thank you letters and upcoming promotions. Employees perform all operations relevant to their jobs, even unpacking items, shelving and storage responsibilities. The astonishing thing is that all these tasks are performed on off the clock. Nordstrom has been able to create an environment where employees are pushing themselves to limits. Doing chores during their lunch time or after the clock has been a Nordstrom culture for a while. Even though this practice had created some controversy with few employees and unions are trying to pursue Nordstrom to
This case analysis is based on the experiences and background of retail giant, Nordstrom. The store started its operations with humble beginning of providing excellent customer service to constituents. Nordstrom operates almost 100 stores in 10 states. It’s a growing company with great working culture. There are approximately 35000 employees working within Nordstrom family. The focus of Nordstrom’s management is to create an ambitious and motivated team that provides customer service like no one else offers, service above and beyond the call of duty. All employees are made to feel like members of a family sharing in “the Nordstrom way”. Company has been able to create an environment where promotions are only from within the company, where employees keep a journal of customers to send thank you letters and upcoming promotions. Employees perform all operations relevant to their jobs, even unpacking items, shelving and storage responsibilities. The astonishing thing is that all these tasks are performed on off the clock. Nordstrom has been able to create an environment where employees are pushing themselves to limits. Doing chores during their lunch time or after the clock has been a Nordstrom culture for a while. Even though this practice had created some controversy with few employees and unions are trying to pursue Nordstrom to