{"id":18346,"date":"2024-09-17T13:43:11","date_gmt":"2024-09-17T17:43:11","guid":{"rendered":"https:\/\/desis.osu.edu\/seniorthesis\/?p=18346"},"modified":"2024-09-23T22:23:46","modified_gmt":"2024-09-24T02:23:46","slug":"what-any-business-can-learn-from-nordstrom-customer-service","status":"publish","type":"post","link":"https:\/\/desis.osu.edu\/seniorthesis\/index.php\/2024\/09\/17\/what-any-business-can-learn-from-nordstrom-customer-service\/","title":{"rendered":"What Any Business Can Learn From Nordstrom Customer Service"},"content":{"rendered":"\n
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Make it personal<\/strong>. When you shop at Nordstrom, you have \u201cyour\u201d person, by and large. This can be ad hoc, as in the salesperson who moves swiftly with you to help you select and ring up your purchases when you rushing into the store on your lunch break, or it can be longer-term and more comprehensive attention from a personal shopper who selects clothes she thinks will work with you, alerts you of the latest arrivals, and diplomatically warns you of what should be on your personal \u201cwhat not to wear\u201d list. So assuming that your business isn\u2019t a clothing store, how can you <\/em>make it personal? Simple ways include always sending marketing from an email address that can actually be replied to; having actual employees (with actual names, at least first names) handle your online chats, allowing employees to respond authentically to customers rather than slavishly having to follow scripts.<\/p>\n\n\n\n

Charge what you\u2019re worth, by minimizing price as a consideration.<\/strong><\/p>\n\n\n\n

Years ago, my friends and I used to joke that Nordstrom\u2019s marketing slogan should be \u201cWe Will Not Be Oversold.\u201d Our juvenile snark aside, don\u2019t be afraid to charge what you\u2019re worth, or what you need to charge to keep the lights on. To be able to do this, though, takes two elements: guts and providing an experience for your customers that minimizes price as a consideration. The \u201cguts\u201d element is what lets you charge what you\u2019re worth; the experience is what makes paying those prices worthwhile to your customers. The more your business \u201cthinks like Nordstrom\u201d \u2013makes it clear to customers that you have their back, makes the experience pleasurable and safe and personal \u2013 the more price fades into the background rather than being the central consideration\u2026 though you can still have fun with pricing.\u00a0<\/strong>Nordstrom does have its half-yearly sales for men and for women. Does this fit with what I\u2019ve written above about minimizing price as a consideration? Maybe not exactly, but\u2026the Nordstrom sales are\u00a0an experience<\/em>, a chance to bring some excitement to the retail experience. (Solomon, 2016).<\/p>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n

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One thing this article really highlights about Nordstrom’s customer service strategy is how personalized it is to the customer. Nordstrom’s way of service is unique in the sense that their associates take the time to work with each customer as personal shoppers and stylists, not cashiers. Not only personalizing the service to the customer’s wants, but personifying the representative assisting them, by for example using their name in an email or introducing themselves when in-person, can make the experience more personable across all businesses. Can customer service find more ways to be personable and provide personalized services? Is being personable a feature that customers expect in-person and online? The article also suggests that the higher prices at Nordstrom are in relation to the service and experience customers receive there. Do customers truly care about the customer service and experiences they receive at a business enough to pay a higher price point for them? Without specifically thinking about the price point aspect, I believe this just shows how much customers value the service they are given.<\/p>\n\n\n\n

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References.<\/em><\/p>\n\n\n\n

Solomon, M. (2016, January 26). What any business can learn from the way Nordstrom handles customer service<\/em>. Forbes. https:\/\/www.forbes.com\/sites\/micahsolomon\/2016\/01\/26\/what-any-business-can-learn-from-the-way-nordstrom-handles-customer-service\/<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

One thing this article really highlights about Nordstrom’s customer service strategy is how personalized it is to the customer. Nordstrom’s way of service is unique in the sense that their associates take the time to work with each customer as personal shoppers and stylists, not cashiers. Not only personalizing the service to the customer’s wants, […]<\/p>\n","protected":false},"author":129,"featured_media":22086,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[19],"tags":[],"class_list":{"0":"post-18346","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-business"},"_links":{"self":[{"href":"https:\/\/desis.osu.edu\/seniorthesis\/index.php\/wp-json\/wp\/v2\/posts\/18346","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/desis.osu.edu\/seniorthesis\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/desis.osu.edu\/seniorthesis\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/desis.osu.edu\/seniorthesis\/index.php\/wp-json\/wp\/v2\/users\/129"}],"replies":[{"embeddable":true,"href":"https:\/\/desis.osu.edu\/seniorthesis\/index.php\/wp-json\/wp\/v2\/comments?post=18346"}],"version-history":[{"count":4,"href":"https:\/\/desis.osu.edu\/seniorthesis\/index.php\/wp-json\/wp\/v2\/posts\/18346\/revisions"}],"predecessor-version":[{"id":20369,"href":"https:\/\/desis.osu.edu\/seniorthesis\/index.php\/wp-json\/wp\/v2\/posts\/18346\/revisions\/20369"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/desis.osu.edu\/seniorthesis\/index.php\/wp-json\/wp\/v2\/media\/22086"}],"wp:attachment":[{"href":"https:\/\/desis.osu.edu\/seniorthesis\/index.php\/wp-json\/wp\/v2\/media?parent=18346"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/desis.osu.edu\/seniorthesis\/index.php\/wp-json\/wp\/v2\/categories?post=18346"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/desis.osu.edu\/seniorthesis\/index.php\/wp-json\/wp\/v2\/tags?post=18346"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}