MARK20100 Chapter 5: Case Study
Document Summary
Nordstrom takes great pride in their customer relations practices and policies. They ensure that customers shop at nordstrom for a full experience that begins the moment you walk into the store. They believe they have fifteen seconds to capture their customers, and therefore the store is well lit and organized. Additionally, nordstrom has a no questions asked policy when it comes to returns. In 1975, nordstrom accepted a tire return from a customer who bought the tires from northern commercial. Nordstrom had recently acquired this company and had not yet sold any tires. A nordstrom employee even took a cab to the airport to return a ticket to a customer who left it at the store. The employee-customer relationship is very important to nordstrom and it greatly differentiates them from competitors. Nordstrom should make sure to keep employees happy.
