Relationship Marketing Strategy and implementation

writing thank you notes to customers with purchases over $500, and on and on. Such demanding service standards would represent a ...

enced buyers and managers from rival stores who have sought employ- ment at Nordstrom have been shocked when told that they must ...

because it would be too confusing. Each of the four co-presidents oversees a piece of the company defined by categories of merch ...

Square) as a separate small business. Within it, the salesperson is expected to set and achieve sales goals. Nordstrom’s ‘policy ...

Table 5.3.4 Payroll group sales per hour Employee Employee name Store Dept Selling Gross Returns Net Sales number No. No. hours ...

Table 5.3.5 Daily sales by department store Daily net sales Month-to-date cumulative net sales Difference Difference Dept Depart ...

(difficult) rung is assistant department manager. This is a training slot where an aspiring salesperson often requests, on top o ...

typical interaction is for a salesperson or department manager to pick up the phone and say to the buyer, “Hey – this is moving. ...

the company philosophy, as presented in Figure 5.3.5, and in part it derives from a dedicated family intent on redefining the fu ...

awards to the best and the runner-up. It takes a lot of time and energy to provide meaningful recognition but recognition fuels ...

Nordstrom’ award given annually to one member of management below the vice president level who exemplifies the values and work e ...

‘Nordstrom selects for style and fit, not just performance. You don’t make it here if you badmouth people or succeed by climbing ...

vacation packages unilaterally without giving the appearance of having negotiated the improvement with the union. Rather than ca ...

increasingly competitive world. There is no free lunch. Period. If you want to survive, you’ve got to hustle. I suppose that fir ...

References 1 Stevenson, R.W. (1989). Watch out Macy’s, here comes Nordstrom. New York Times, 27 August, 34. 2 Gillian, M. (1991) ...

35 Weston, H. (1991). Nordstrom: Dissension in the ranks. Harvard Business School case study, Harvard Business School Case Servi ...

Case 5.4 Digital Equipment Corporation: Counting the real cost of employee turnover This case was prepared by Helen Peck, Cranfi ...

the company’s work force. Trainers and professionals were the most expensive employees to replace in terms of direct costs, beca ...

to reduced efficiency during these nine months. The other 70 per cent was due to customer defections. When a salesperson left an ...

announced that it was hoping to reduce the work force by voluntary redundancy and natural wastage. By October 1991, it was force ...