"The Nordstorm way",Business Classics Presentation

1. The Nordstrom way
America’s #1 customer service company
Jigar patel,Mayank dave,Vijay Bagla,Priya srivastav,krishnakumar

2. The Nordstrom way
America’s #1 customer service company
• Nordstrom offers apparel, shoes, jewellery, cosmetics,
fragrances and accessories for women, men and kids.
• Nordstrom is the standard against which other competitor
companies measure themselves.
• Nordstrom is differentiated from its competitors as its
employees are full of motivational aspect and self-empowered
entrepreneurial men and women.

3. Cntd…
Nordstrom is successful because of the following Initiatives:-
• Donald e Peterson ::Nordstrom empower its employees with
the freedom to make decisions. Authority and responsibility is
the goal of leadership.
• Nordstrom concentrates more on individual’s initiative and
ideas.

4. Cntd…
• A customer that leaves Nordstrom is always a satisfied
customer No space is left for any kind of inconvenience.
• Inventory of Nordstrom is equipped with immense amount of
variety so that they never run out of stock and customer do not
return dissatisfied and with bad word of mouth.
• The people who enjoy working in an flexible environment can
only be a Nordstrom employee.
• Employee relation first then work.
Translate pronouncement into performance and then convert
percept into profits.

5. Cntd…
• EXAMPLE::
• DONNA KARAN-(CUSTOMER)
NO STOCKSALES ASS. BOUGHT SHOES FOR HER FROM
COMPETITOR AT FULL PRICENO PROFITBUT INVESTMENT
IN PROMOTING LOYALTY OF THE CUSTOMER

6. After the gold rush - A store is
born
• Nordstrom began as a small retailer and has continued to run
the business with great emphasis on employees comfort and
flexibility.
• Founder of Nordstrom was John w Nordstrom.
• It was then continued by his three sons - Everett, Elmer, and
Lloyd who were specialised in each area.

7. Cntd…
• The stores stock high-quality products and treat every item as
precious.
• Buyers work closely with manufacturers in order to obtain a
unique product that is well differentiated from other products.
Manufacturer had hard time with Nordstorm as store would
return goods to them if not according to needs of customers.
• The key idea followed by these intelligent brother was to
consider the whole of Nordstrom as one family. E.g.: the
conflicts were sorted out behind the floor and the depiction
towards customer was UNITY which was seen by Nordstrom
employees, by their gestures ,by their way of communicating.

8. DEDICATION
• They never had lunch together as they felt someone should be
present at Nordstorm to serve customers.
• The major incident was when Tom parker ,Elvis manager came
to him saying that shoe needed a repair .Elvis at that moment
took shoe in repair department and gave them a VIP treatment.
Thus concluding even a pin had its importance in Nordstorm.
Profit was not the only motive ,motive was loyalty and “Good
word of mouth”.

9. The Next Generation
• The third generation of Nordstrom’s – Bruce, john, and Jim
Nordstrom, and jack McMillan –emulated their fathers’
decision-by- a general agreement and in the process, built the
company - NORDSTORM.
• Each employee is given reward for his achievement .This
reward acts as an motivational prospect Promoting from within
remains an essential ingredient in Nordstrom’s success.
• Women rights and social welfare also plays a vital role in
Nordstrom. Today, 40 percent of company officers and 66
percent of store mangers are female.

10. Cntd…
• When the company expands to other regions, it dispatches an
advance force of experienced person who carry the culture
with them and impart it to new employees.
• ”Customer first---company second.”
That implies that customer needs ,customer satisfaction his
word of mouth are prime importance then comes company

11. THANK YOU…