Case Analysis: Nordstrom October 6th 2011 Former Nordstrom employees accuse them of using unfair labor and discriminatory practices to intimidate employees and force them to perform tasks like stocking and picking up merchandise during non-working hours . Nordstrom employees receive little formal training when hired or promoted to new positions‚ but they are expected to perform their duties consistent with the “Nordstrom Way” which is customer service above and beyond the call
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accessories for the entire family‚ across the country. The Nordstrom family of employees has built a thriving business on the standard of quality‚ value‚ selection‚ and customer service. They are committed to the idea the company was founded on‚ earning our customers’ trust one at a time. The competitive strategy here is understanding your market‚ knowing who your customers are and making sure they are satisfied with your products. Nordstrom wishes every customer to have a positive shopping experience
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Professor Rothman Management of Organizations Spring 2013 Case & Homework Preparation Guide Case Questions Case #1: Nordstrom (10% of Final Grade) 1. Analyze the sales jobs at Nordstrom using the job characteristics model (e.g.‚ how motivating and satisfying are these jobs?) (3.5 points) 2. Use expectancy theory to analyze both the pros and cons of Nordstrom’s system for evaluating and rewarding productivity‚ customer service‚ and teamwork. (3.5 points) 3
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Introduction In this paper‚ I analyzed Nordstrom from performance management‚ managing change‚ and company culture. “Performance management is a process of defining‚ measuring‚ appraising‚ providing feedback on‚ and improving performance.” Positive performance should be promoted‚ and negative performance should be corrected. “Corporate culture is a set of characteristics that define a business‚ involved employee attitudes‚ standards (policies and procedures)‚ and rites and rituals.” If firms have
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CRM at Minitrex Introduction The case begins with Degas‚ Director of sales upset with his sales people‚ because the customers where repeatedly getting calls from the salesman without knowing that they are already the customers at Minitrex. Degas was unhappy with the systems being used at Minitrex. The sales people were using Customer contacts system‚ the creation of Bettman‚ VP of Marketing. He was appointed eighteen months ago in making efforts to centralize the sales and marketing activities. The
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effectiveness‚ businesses have to work in predict the future customer demand and use this information to lead the business operations to distribution effectively. However‚ inaccurate forecasts happen and along with them there is a cost. In the case of Nordstrom‚ providing products in response to the current level of customer demand with a minimum of overstocking reduces stocking costs and distribution expenses‚ leads
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Marketing Excellence Case Study: Nordstrom Tameka Flowers Columbia Southern University MBA 5501-12J-4‚ Advanced Marketing 1. Nordstrom’s “no questions asked’ return policy‚ Fashion Reward loyalty program‚ and their customer preferences tool‚ Personal Book‚ are all systems that help the retailer set standards in customer service and loyalty (Kotler & Keller‚ 2012). Nordstrom can continue to be known as an exceptional customer service provider by being a retail front-runner with internet
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Customer Service at Nordstrom and Potential Conflicts Case Study Vanessa E. Rivera Saint Leo University Customer Service at Nordstrom and Potential Conflicts 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
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Nordstrom’s Case Study 1. What type of retailer is Nordstrom? Describe the characteristics it shares with other retailers of this type. * Nordstom is a retail department store that carries a wide variety of shopping and specialty goods‚ including apparel‚ cosmetics‚ housewares‚ electronics‚ and furniture. Purchases are generally made within each department rather than at one central checkout area. Each department is treated as a separate buying center to achieve economies in promotion
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Nordstrom: Dissension in the Ranks? Q1) What is the cause of the problems described in the case? How serious are these problems? The main problems of Nordstrom are its compensation and incentives policies that are distorted. This company uses a Sales-per-Hour ratio as the leading in performance evaluation and work compensation. This performance indicator is not properly balanced by other important factors‚ such as customer satisfaction‚ it just focus the sales and the number of hours worked. The
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