• View the Talks
• 40 min
  1. The scope and nature of retail marketing

  • Prof. Steve Burt
• 28 min
  2. Understanding the retail customer

  • Mr. Jonathan Banks
• 45 min
  3. Managing retail customer relationships

  • Prof. Merlin Stone
• 39 min
  4. The retailer as a brand

  • Mr. Clive Woodger
• 42 min
  5. Evaluating retail locations

  • Dr. David Rogers
• 18 min
  6. Retail advertising and promotion

  • Dr. Ian Phau
• 41 min
  7. Retailer-supplier relationships

  • Prof. John Fernie
• 36 min
  8. The Nordstrom way to customer service excellence

  • Mr. Robert Spector
• 44 min
  9. India: retail and consumer

  • Mr. Arvind Singhal
• 37 min
  10. Multichannel challenges for retail marketers

  • Dr. Jonathan Reynolds

Printable Handouts

PDF

Navigable Slide Index

1. Introduction
2. What's so special about Nordstrom?
3. America's most admired companies (1)
4. America's most admired companies (2)
5. Ranking companies in their industries
6. Corporate leaders: attributes of reputation
7. Customer service
8. The essential ingredient and competitive advantage
9. The Nordstrom way
10. The Nordstrom way of...
11. Nordstrom history
12. Nordstrom as a family business
13. Nordstrom by the numbers
14. Customer service: not a strategy, a way of life
15. The 9 management principles
16. Romancing your customer (1)
17. Energizing your employees (1)
18. Building your customer service culture (1)
19. Customer service is an aggressive activity
20. Romancing your customer (2)
21. Provide your customers with choices
22. Create an inviting place
23. Have you created an inviting place?
24. Have you created an inviting web site?
25. Sell the relationship
26. Energizing your employees (2)
27. 100 best companies to work for
28. Hire nice motivated people
29. Hire the smile train the skill
30. Empower employees to take ownership
31. I have this Nordstrom salesperson...
32. Employee handbook
33. Use good judgment in all situations
34. Why we hate rules
35. It all starts with the culture
36. You can't teach culture
37. Sustain the people on the frontlines
38. Mentoring employees
39. Nordstrom corporate structure
40. Building your customer service culture (2)
41. Celebrate heroes through recognition and praise
42. Recognition meetings
43. Elements of good recognition meetings
44. Advocate teamwork
45. Teamwork creates a sense of ownership
46. Customer service to managers and salespeople
47. Commit 100 percent to customer service
48. Review
49. Thank you

Topics Covered

• An examination of how the Nordstrom department store established and maintains its superior customer service
• A history of this century-old business
• A review of specific management principles

Links

Series:

• Retail Marketing

Categories:

• Marketing & Sales

Talk Citation

Publication History

• Published on February 25, 2009