Analysis of Nordstrom

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Analysis of Nordstrom Identify the type of retailer that Nordstrom’s is classified as. Describe the characteristics it shares with other retailers of this type. Nordstrom is classified as a department store chain with over a hundred and fifty stores nationwide. They mainly compete with other department stores such as JCPenney, Sears, and Dillard’s. Consistent with department stores, they carry “…apparel, cosmetics, housewares, electronics, and sometimes furniture. Purchases are generally made within each department rather than at one central checkout.” (Lamb, 2010, p. 229) They typically have a high level of customer service which can be classified as moderate to full service. Describe Nordstrom’s level of service on the continuum from full service to self-service. Give an example of a store that would be on the opposite end of the continuum and explain their differences. The level of service one could expect to receive at Nordstrom would be moderately high to high. This means that the sales staff is very professional and knowledgeable. They will assist you in your purchase by answering your questions, making suggestions, helping you find what you’re looking for, making the transaction, and bagging or wrapping your purchase. One story of a salesperson going above and beyond states that a customer had accidently left his plane tickets at the store, and “An employee who found them paid for a cab to the airport with her own money so that the customer wouldn’t miss his plane.” (Unknown, 2010) Now that’s customer service. On the opposite end of the continuum, a full-line discount store such as Wal-Mart has a moderate to low level of customer service. Their business model is built around high volume sales with a low profit margin. They have made their fortune on buying large quantities of items at a low cost in order to pass on the savings. Another way for them to

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