Experiencing World Class Service Excellence
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Store
Context
In 1901, John W. Nordstrom – who emigrated from Sweden aged 16 -used 00 of his stake from the Alaska gold rush to open a small shoe store in Seattle, Washington
Store subsequently passed to sons and grandsons and Nordstrom still remains family owned
Expanded from shoes in 1960’s and is now one of the nation’s leading fashion retailers, with 132 stores in 25 states
Business Model
Family management, values and approachability
Entrepreneurial focus for staff with income largely commission based on sales – have own business
Successful sellers may earn more than senior management team
Sales staff build and manage own portfolios of customers
Processes
Underlying logistics not examined
Product Variables
Perception of premium pricing created by environment and ambience but do not premium price
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