Nordstrom utilizes their mission
statement in every part of the business that they do by always putting the
customer first. One of the main key activities of a successful leader is
setting a direction. The direction that Nordstrom chooses to focus on creates a
daily goal, but also long-term to sustain Nordstrom’s missions is “to provide
outstanding customer service every day, one customer at a time.” Their customer
service model is not complex, but rather it is simply to do the right thing.
This not only makes ethical decisions easier to make, but also reflects autonomy
and creativity within all levels of the firm. Nordstrom also sets up a culture
leveraging the independence of every employee with excellence and ethical as
their bottom line. As previously mentioned, Nordstrom also uses an upside
triangle approach to organizational structure where employees are at the top
and executives are at the bottom. This not only empowers employees to work
their best, but also creates a sense of ownership and commitment to the firm.
Innovation is one of the reasons why
Nordstrom has been able to sustain and grow within the retail industry. When
looking to expand into other designers, Nordstrom is constantly using an agile
approach to fit the needs of customers before they even know what they want.
Although Nordstrom is not afraid to continue products that are successful, but
they are fearless in their ability to gain new and upcoming designers to retain
fresh ideas while balancing the continuation of successful product lines.
