How to Succeed by Selling Just One Shoe

How to Succeed by Selling Just One Shoe

Identify the type of retailer that Nordstrom’s is classified as. Describe the characteristics it shares with other retailers of this type.

Once a shoe company, Nordstrom is a department store that is a large scale retail unit that carries a wide variety of shopping and specialty goods including apparel, cosmetics, handbags, house wares, and electronics. Dealing with diverse competition, Nordstrom is a large upscale independent department store that is famous for their superior customer service for over one hundred years. Nordstrom goes out of their way to satisfy their customers and one example the case study used was that of a one-legged woman who wanted to buy just one shoe. Nordstrom’s mail goal is to gain lifelong customer relationships, and its outstanding customer service reputation that has been sustained by customer word of mouth, such as, this customer’s story having been sold just one shoe. Nordstrom’s return policies are grounded in the ultimate goal of keeping their customers coming back for business; further, they believe that one of their best business practices is conducive from having a “heart.”

Nordstrom shares many characteristics with other retailers such as their generous exchange policy, superior customer service, and product quality. Nordstrom is known for its generous exchange policy, in that if they do not have the product at the store, they are still willing to refund their customers. The case study describes the story of a man able to get a refund for snow tires even though the store never sold automotive parts. This scenario reinforces Nordstrom’s reputation in which their customers are always placed first. Nordstrom’s customer service is superior in the sense that they choose to place customer relationships among their top priorities. Like other retailers, Nordstrom’s products are of great quality. In addition, Nordstrom spends much less on traditional advertising than its competitors...