NORDSTORM
Questions
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Preparation Questions:
A0) give your overall case study analysis on nordstorm case
a)Examine the role of culture & organizational structure in achieving superior customer service and explain
- b) how/elaborate nordstorm way defined the historical gold standard for customer service
- c) cannordstorms approach be transfereed online? Explain with logic and example
- Before the emergence of electronic commerce, what was Nordstrom’s strategy? What role did
customer service play in it?
- How has Nordstrom’s strategy changed with the advent of electronic commerce?
- How close can a pure-play online seller such as Zappos come to Nordstrom’s customer
service “gold standard”?
- How should you choose your customer service strategy?
Review:
Zappos website at zappos.com.
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