Quality
Nordstrom believes in giving their customers quality products as well as
quality service. By doing so, this will enhance the customers experience and keep
their business growing. Nordstrom continues to be more of a high end retailer
because they believe if the customer is given more quality products, they are
more likely to be satisfied. Their products aren't changed constantly like
other stores, they take longer to ensure they are giving their customers the
latest trends, but with the quality they deserve. Nordstrom also provides a
different variety of products to ensure their customers can get everything in
their shopping list all in one store. The employee's will go from one
department to another to help customers put their outfits together and make
sure they leave with everything they came for and hopefully more. As for
customer service, they are willing to go above and beyond to make the customer
satisfied. Meeting the customers’ needs and having them satisfied with their
trip, means having the customer come back again. If the customer is happy and
satisfied, Nordstrom employees believe they have accomplished their goal.
Time
Nordstrom wants to ensure their customers get the products when they were
promised to get them. This includes keeping their inventory stock full by
having the safety stock inventory as well as on time delivery to the customer’s
house with their orders. By updating their inventory they see what products are
selling so they could restock that particular item to be shipped quickly to the
store. Nordstrom provides a tracking number from UPS to help the customer track
their orders and to be able to know when it will be arriving. They also offer
different options for the shipping: (4-8 business days), (2-3 business days),
or next day shipping.
Flexibility
Nordstrom offers different types of services for their customers. One of
the offers is free shipping on any standard order (4-8 business days) no matter
what the customer spends on the item. Nordstrom also provides transfers from
any other store that may have the item that isn't currently available in that
store; which means they take the item from another Nordstrom and have it transferred
to our store so the customer doesn't have to go anywhere else. Customers can
also buy and return their merchandise at any Nordstrom and even return online orders in any store. Nordstrom also provides three different
credit cards for their customers; a Nordstrom Credit Card, Nordstrom Visa
Credit Card, and a Nordstrom Debit Card which is linked to your checking
account. With these cards customers also get reward points for every dollar
they spend. Every dollar is worth 2 points, and once you reach 2,000 points Nordstrom
will send the customer $20 in the mail. They also offer special points days
when they give their customers double or triple reward points for every dollar they
spend. In order for customers to continue being satisfied, Nordstrom trains the
employees in every department to be knowledgeable about the products they are
selling. They offer longer holiday hours and even after the store is supposed
to close they will never tell the customer they have to leave, they want to
ensure the customer isn't rushed and has a satisfied customer experience.
Cost
Nordstrom is willing to pay more for service as long as their
customers are satisfied. For example, free shipping at any
time. Nordstrom will pay the extra money themselves in order to
give quality customer service. This means that even if the customer orders
a pair of socks for $5 they can still receive free shipping. Of course
Nordstrom has to pay the extra delivery fee themselves but they don’t mind as
long as the customer is satisfied and comes again. Even though they have more
expensive products than other stores, it is to ensure their customers are
getting the quality products which they will pay for knowing that they are
getting the quality for that product. The cost is not the most important issue
for Nordstrom because their customers come first and they are all about the
service and quality they are giving their customers.
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