Question: 1. What steps does Nordstrom take to implement its strategy of providing outstanding customer service? 2. How do these activities enable Nordstrom to reduce the

1. What steps does Nordstrom take to implement its strategy of providing outstanding customer service?

2. How do these activities enable Nordstrom to reduce the gaps between perceived service and customer expectations, as described in Chapter 17?

3. What are the pros and cons of Nordstrom's approach to developing a competitive advantage through customer service?

Synopsis: Nordstrom is an upscale department store known for its superior customer service. The case details several aspects of Nordstrom's philosophy and strategy of providing superior customer service and demonstrates how customer service is the cornerstone as well as the primary source of Nordstrom's competitive advantage.

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1 Nordstroms emphasis on customer service springs from its core business philosophy of taking care of people and profit will take care of itself Its emphasis on customer service is well captured by th... View full answer

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