RMT301case32

RMT301case32 - Ashley Stephens RMT 301 Professor Nicholson...

Info iconThis preview shows pages 1–2. Sign up to view the full content.

View Full Document Right Arrow Icon
Ashley Stephens RMT 301 Professor Nicholson October 13, 2011 Case 32: Customer Service and Relationship Management at Nordstrom Nordstrom operates with a customer-oriented philosophy. The company focuses on people and its policies are designed to make sure they are satisfied. Founder Johan Nordstrom believed that consistently meeting the expectations of customers would lead to continued success (Weitz). This kind of strategy has allowed Nordstrom to maintain a competitive edge over many of its competitors. Nordstrom takes several steps to implement its strategy of providing outstanding customer service. The first step is to ensure that employees treat customers like royalty (Weitz). Salespeople are not tied to a particular department but to their customers. They are allowed to travel between departments in order to assist customers as needed. The second step is ensuring that employees are treated well. Nordstrom realizes that happy employees yield satisfied and happy customers. Therefore, Nordstrom employees are
Background image of page 1

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
Image of page 2
This is the end of the preview. Sign up to access the rest of the document.

This note was uploaded on 01/02/2012 for the course RMT 301 taught by Professor Amandanicholson during the Fall '11 term at Syracuse.

Page1 / 2

RMT301case32 - Ashley Stephens RMT 301 Professor Nicholson...

This preview shows document pages 1 - 2. Sign up to view the full document.

View Full Document Right Arrow Icon
Ask a homework question - tutors are online