1. Nordstrom Kaley McNay Nathan Sparks Anda Shiarla

2. Nordstrom History In 1901, store opening Business philosophy was based on exceptional service, selection, quality, and value In 1960, Nordstrom had 8 stores In 1928, sold to Nordstrom sons Began as family business In1971, IPO National expansion Employs more than 50,000 people Business philosophy unchanged

3. Customer Service No automated phone system Approached immediately Suggestions and honest opinions Merchandise tracked down Walk bag around counter/ to car Return policy Devoted customer base

4. Inverted Pyramid Customers Sales and Support People Department Managers Buyers, Merchandise Managers, Store Managers, Regional Managers Executive Team, Board of Directors

5. Working for Nordstrom The people that work are important Value and recognize employees Go above and beyond Paid on commission Benefits Use good judgment Set personal and team goals Plan for success

6. Customer Experience Always an anchor… Salem Store… my experiences Price Points, Salem vs. Portland Experience in different sections of Portland Store Layout – Easy to find your section – Large clear aisles – PDX: shoes & jewelry – Salem: Shoes and cosmetics

7. Working for the Competitor Meier and Frank – 15 hour sale every weekend – Train customers to wait for the weekend to shop – Employee empowerment – Return policy…What policy?? – Bought by Robinson- May – Bought by Macy’s

8. Working for the Competitor Macy’s – Sales only a few times a month – Customer star rewards – Dress code – Store return policy…just ask for a manager – Automated phone service – Terrible customer service even for employees

9. Who Would You Rather Work For?