nordstrom company. Nordstrom, ticker: JWN - Nordstrom stock price chart. The history of the emergence and development of Nordstrom

It is generally accepted that the engine of trade is advertising. Probably, American company Nordstrom, which owns a chain of more than 200 large clothing and footwear stores in the US, could argue with this statement. For her, the engine of trade is service. The company collects and carefully preserves the stories of its employees who have done something extraordinary to please the consumer. What's more, many of Nordstrom's regular customers can recall more than one or two occasions when they were pleasantly surprised by the level of service in these stores. Service is at the center of corporate culture nordstrom. The buyer must be satisfied, then he will come to the store again, and then he will do it again and again. Therefore, as the company rightly believes, a good reputation, backed up by constant daily actions, moves trade better than any advertising.

Pure gold

Probably many of us in our childhood read Jack London's exciting stories about the times of the gold rush in Alaska. But, probably, few people wondered: what will happen next when the heroes, having become rich in gold mines, return to civilization? Thirty-year-old Swedish immigrant John (Johan) Nordström, who earned $ 13,000 on the Klondike (a very substantial amount at that time), answered this question simply. Returning in 1901 to Seattle, from which he had left for Alaska four years earlier, he married and, together with his companion and compatriot Karl Wallin, whom he had become friends with in the North, opened a small shoe store.

Business was going well, since shoes have always been hot commodity, while Nordstrom and Wallin traded in quality products and sought not so much to make money on customers as to serve them well. The company gradually expanded; in the late 1920s, the second generation of the Nordstrom family came to manage it, and in 1971, the third. The number of stores increased, in 1963 the company, having acquired the Best Apparel store in Seattle, added women's and then men's clothing to its range. And by the early 1980s, Nordstrom, operating more than 30 stores in six US states, had become the third-largest specialty retailer in what was then a fragmented US market. retail market. Only the Saks Fifth Avenue and Lord & Taylor networks were larger than it.

The period of the 1980s was a turning point for the American ready-to-wear trade. Of the many small firms, which owned at best a dozen or two stores, several large nationwide trading groups grew up. And the fact that Nordstrom did not get lost in the general background and, even without participating in the consolidation processes, strengthened its position in the US market, was primarily due to the smart and thoughtful policy of its management.

Firstly, this company for almost its entire history was managed by its founder John Nordstrom and his descendants (the children of the second co-founder Karl Valin showed no interest in family business and sold their shares to the Nordstroms). Today, for example, Nordstrom's policy is driven by five brothers and cousins who hold a number of senior positions in it, although they own about 25% of the shares.

Family management means first... To view the entire article

One of the leading companies with extensive network retail stores throughout America. Today it is more than 200 stores in almost 30 states.

The company's first store appeared in Seattle in 1901 and at first sold only shoes. Half a century later, in the 60s of the last century, the store expanded its assortment and began selling women's clothing. Then the range was replenished with men's and women's clothing, accessories and household goods.

The assortment of the store is diverse and focused on buyers with different levels prosperity. Among the goods sold there are both first-line brands and things at affordable prices.

The country: USA. The goods sold in the store can be made in different countries, but in any case, all items presented are of high quality, marriage and fakes are excluded.

Payment by Russian cards: possible. Any bank cards of international payment systems (Visa, MasterCard, AE) are accepted for payment.

Payment via PayPal: no.

Direct delivery to Russia: no. For purchases in the store, you will have to use the services of an intermediary or a forwarding company that will provide its address in America and send the order to Russia.

Cost and delivery time in the USA: Shipping is free within 3-5 business days.

Tax: when placing an order, a tax of 6.7% will be included in its cost. After the order is shipped, when delivered to tax-free states, the cost of the tax on clothes and shoes will be deducted from the cost of the order and the actual debiting of money will occur without tax. On bags and other accessories, the tax may be left.

Registration is required only for the first order, then the saved account data will be used. Registration shouldn't be too difficult.

In field " first name"You must specify your name (of course - in Latin letters).

In the next two fields, enter and confirm a password. Please note - this site has enough serious attitude to security, so the password must contain letters and numbers, while the case of letters ( UPPER and lower) are also taken into account.

In field " ZIP/Post code" enter the index from the delivery address, which will be provided by the intermediary or forwarder.

Next in the drop down list Gender" indicate your gender, check the box if you want to subscribe to the newsletter, and click on the button " Create an Account"- registration is over! Confirmation of creating an account will be sent to the specified e-mail address. You can start shopping.

All products on the site are divided into categories:

goods for women
goods for men
goods for teenagers
goods for children

Each of the sections, in turn, is divided into clothes, shoes, accessories, designer collections, etc. In the section for women, skin care products, perfumery and cosmetics are separately highlighted, in the section for men - shaving products.

There is also a brand search.

A separate section presents sales, household goods and goods for various promotions.

For each product category, you can refine the selection criteria - by color, by price, by size, etc., specify a convenient product display format (product sorting order, number of products displayed on the page, etc.)

The store sends the purchased goods to the addresses of intermediaries and forwarding companies without any problems.

Consider the purchase procedure with an example.

Suppose you decide to buy a women's down jacket. You must specify the desired color and size, and then add the product to the basket by clicking " ADD TO SHOPPING BAG".

A window will appear in which the contents of the basket will be displayed and it will be proposed to return to the further selection of goods (" Continue Shopping") or proceed to payment (" Start Checkout").

After proceeding to payment, you will again see the contents of your basket and the subtotal of the order value (excluding tax and delivery method).

From this window you can also return to the search additional goods or proceed directly to payment.

When proceeding to payment, a window will appear in which you will be asked to register (if you have not already done so) or proceed to express payment, which will require you to confirm your email address and password.

On the next page, you will need to enter the delivery address and bank card details.

If you have already made purchases, you will be prompted to use the saved delivery address (it is possible to edit it) or enter a new address.

Filling in the address shouldn't be a problem either. You must specify the first name, last name, address, city, select the state from the list, indicate postcode and phone number.

You can also use the saved bank card details, or enter new ones:

You will need to enter the billing address, type and number of the card.

Please note that when entering the billing address in the list of countries, you can select Russia, therefore, in order to avoid problems with the store's security service, you must specify your real billing address, on which the bank card was registered.

The verification code CVV / CVC is not remembered and is entered every time you make a purchase.

Also at this stage, you can specify the method of delivery of the goods.

In chapter " Order Summary" will show the total cost of your order, taking into account the selected shipping method and with tax.

As already noted, at this stage, the tax is included in the cost of the order for the entire cost of the ordered goods. And when you pay for the goods, this amount will be blocked from your card first. However, then, if you bought clothes or shoes and the item is shipped to a tax-free state, after the item is shipped, the amount WITHOUT tax will actually be deducted, i.e. tax will be refunded to your card. But keep in mind that the tax is not refundable on bags and other accessories.

After completing the order, click on the button " SUBMIT ORDER". Everything, the order is made, congratulations on your purchase!

After placing an order, a confirmation will be sent to your inbox.

Additional information the store does not provide information about sending the order, you can see the data on sending in your account.

Usually the goods are sent on the 2-3rd day after placing the order.

The store offers several ways to deliver goods within America:

standard free shipping(takes about 5 days, depending on the address)
shipping within two business days for $15
next business day delivery for $25
next day delivery, even if it's a weekend, for $35.

It should be borne in mind that the order can be divided into several parcels, which will be sent at different times and with different track numbers.

If your order has not been shipped yet, and for some reason you want to cancel your order, it is quite easy to do so. You need to contact support at [email protected], indicate the number of the order you want to cancel and explain the reason for the cancellation. If the issue needs to be resolved urgently, you can also contact online support (LiveHelp) and try to cancel the order with the help of a consultant.

It should be borne in mind that the order can only be canceled in full, partial cancellation of the order is not made.

If the order is canceled, the store's bank will return the money to your card within 3-4 business days, but the actual terms for crediting money to the account depend on your bank and can be up to 30 days.

They will send you the necessary documents to return the goods.

Returns must be sent via FiftyOne (our partner in our country is FeDex).

It must be remembered that the cost of sending goods to the store is not compensated. So if the thing just didn't fit in size, it's probably easier to try to sell it on the spot...

Nordstrom is listed on the NYSE (New York Stock Exchange) under the ticker symbol JWN and is quoted in US dollars. Nordstrom is headquartered in Seattle, Washington, USA, operating a network of retail stores and business units.

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Background information about Nordstrom

Nordstrom is American corporation, carries out international activities in the field of retail trade, sells a variety of goods, is present in the territory North America also has its own online stores. The name of this organization comes from the name of its founder, John Nordstrom.

Nordstrom services

Nordstrom Corporation carries out retail a variety of home improvement products, as well as men's and women's clothing, cosmetics and jewelry. Nordstrom has an international network of stores located in different countries North America. It also provides customer service through its Internet sites, services and applications.

Financial indicators and characteristics of the structure of Nordstrom Corporation

Today, Nordstrom is a large US trading holding with a large number of retail stores specializing in the sale of a variety of goods. Now Nordstrom Corporation employs about 70 thousand people. The approximate cash equivalent of the company's assets is $10 billion, and its annual profit is approximately $600 million.

The history of the emergence and development of Nordstrom

Nordstrom was founded by Swedish-born American businessman John Nordstrom in 1901 when he opened his first shoe store in Seattle, Washington. Over the next decades trading business As a retailer, Nordstrom began to grow rapidly both within the United States and outside of it in other North American countries, after which it transformed into one of the leading retailers of fashion, cosmetics and furniture in North America.

Nordstrom is a word well known to fashionistas from all over the world. This American retail chain offers the latest collections from the world's most popular brands.

Nordstrom range

Description of the online store Nordstrom

The Nordstrom chain of stores can be safely called legendary - its fame is so wide in the United States, as well as beyond its borders. And it all started very modestly - just with a small shoe store, opened in 1901 in Seattle. Now Nordstrom has more than a hundred stores across America, an extensive discount network of Nordstrom Racks and online trading through the site shop.nordstrom.com, created in 2000 at the request of numerous customers of the company. For several years, Nordstrom has been confidently holding first place in all popularity ratings, easily overcoming difficulties. competition in the current market. The reason for such success lies in the highest level of service and in such an attentive attitude to customers that calling it "reverent" is by no means an exaggeration. This is especially noticeable in "real" trading floors, where each visitor is greeted as a dear guest, and sales assistants keep special notebooks, where they enter information about the desires and preferences of customers.

The store's website is also distinguished by numerous details that indicate the desire of the creators to provide maximum convenience to visitors when viewing catalogs, choosing goods and placing an order. A convenient drop-down menu, clear and aesthetic product photos, and most importantly, the ability to sort products by size, price and brand. The latter is especially important, because the site presents branded products of such a huge number of famous trademarks that it is difficult to even count them - a complete list will take more than one page. Nordstrom is one of the fashion department stores. Here you can choose clothes and shoes for all occasions, for all family members, including expectant mothers and newborns. In addition, the store offers underwear, bags, numerous accessories, jewelry, perfumes and cosmetics - and all this in the widest range. In total, shop.nordstrom.com has more than three hundred thousand items of various products. This is the largest hypermarket of all that can be found on the Internet today.

The main advantage of Nordstrom, perhaps, can be called the fact that everyone can make purchases in it, regardless of status, taste preferences and financial position. Designer collections from romantic Valentino, impeccable Versace, harmonious Burberry, “extreme genius” Roberto Cavalli and other no less big names in the world of high fashion coexist with affordable inexpensive models of clothes and shoes.

All casual clothes and shoes offered at Nordstrom are high quality and stylish. appearance. The same can be said about accessories - belts, bags and "everyday" glasses look fashionable and modern, regardless of their cost. As for evening gowns and additions to them, the choice of favorite models will be extremely difficult because of their abundance - stunning outfits for special occasions, made from the most spectacular materials, simply attract the eye. It is almost impossible to choose one thing here - you will definitely want more.

In the special SPECIAL SIZES section of the site, there are models of clothes of non-standard sizes - for petite women, for women of luxurious forms, for teenage girls. There is also the Maternity catalog - stylish clothes, lingerie and cosmetics for pregnant women. During the period of expectation of a child, despite strong changes in the figure, every woman wants to look attractive, but it is usually very difficult to find the right clothes. The Nordstrom online store will help you completely solve this problem - here you will find a huge selection of fashionable, comfortable and modern models for expectant mothers: jeans, trousers and skirts, blouses and pullovers, suits and dresses.

In the Sale section, products are highlighted for which a discount is provided, sometimes reaching 70%. The store is also known for its high-profile sales, which sometimes offer chic pieces from Dolce & Gabbana, Hugo Boss or Blumarine at incredibly low prices.

Producing country

The store is multi-brand, goods from manufacturers from all over the world are offered.

Delivery

USA, Canada, some EU countries.

How to purchase

Since the online store Nordstrom.com accepts international payment cards, you can place and pay for the order yourself by sending it to the address of the forwarding company.

IMPORTANT: When placing an order, in the Billing Address field (payer's address), you indicate your data corresponding to the payment card used. In the Shipping Address field, enter the data provided by the forwarder.

Contact the services of an intermediary company, which will deal with the procedure for purchasing goods from start to finish.

Support service

Nordstrom provides a great variety of options for contacting customer support: this is also a "live chat", where you can get advice, both on general issues and on style, models, etc., Email and the traditional phone call. Contacts are available on the website of the online store.

Purchase returns

You can return the purchased goods to the store by mail within 30 days from the date of purchase. Details on the site.

IMPORTANT: Restriction on sending goods from the Russian Federation to the USA, on this moment- no more than 500 gr. in one shipment.

Rebate services and Nordstrom.com

Get the opportunity to save some money at Nordstrom, because this store cooperates with cashback services. At the moment Mr. Rebates.com returns - 5%, and

January 3rd, 2013

This retailer is spoken of as a company that has chosen a high level of service as a differentiating idea and has managed to provide its customers with high-quality service in practice. The quality of service in the stores of this network has become a kind of benchmark in the United States - the highest industry standard that you can focus on, but which is almost impossible to surpass. Today, in almost every more or less popular management book, this company is cited as an example of a customer-oriented business.. This company is legendary.

Nordstrom is a legend in the US retail business. The company has passed the classic path of evolutionary transformation small business into a large one. Starting with a single shoe store over 110 years ago, the company today has over 240 outlets, including

department store chain Nordstrom for the sale of clothing and accessories operating in the premium segment;

chain of stock storesNordstrom Rack(functioning since 1973), through which collections that are not sold in regular Nordstrom stores are sold at reduced prices. Thanks to this discount network, the company was able to quickly update the assortment of its main stores and minimize its losses from the markdown of illiquid assets;

Nordstrom Direct, serving customers through postal catalogs, through an online storeNordstrom.co (launched 1998) through a 24/7 toll-free phone number, and shipping ordered goods to 44 countries worldwide.

Nordstrom owes much of its success to its longstanding tradition of superior service—its willingness to do literally anything for customers.
Brand Promise:"Nordstrom" on the company's website reads as follows: "We adhere to simple principle on which our company is built: earning the trust of our customers, one by one.”

The inscription on the envelope: "We thought about who we would like to see in our store
most of all, and we remembered your name"

Service is central to Nordstrom's corporate culture. This is business card company, the alpha and omega of its business success.
The main principle which the company has been guided by for many years and which has allowed it to achieve success in the market can be formulated something like this: "Find out what your customers want and make sure your employees give it to them."
Company motto:"The only difference between us and the store next door is how we serve the customer."
Nordstrom likes to repeat - as soon as you forget about the profit and focus on the service, the money will immediately come to you.

Client stories that have become legends

Those who have made a purchase at Nordstrom at least once become its ardent followers and missionaries, they begin to exchange stories of "walking in Nordstrom" with each other, trying to outdo each other in the implausibility of these stories. Mythical stories and legends spread about the company. Everyone is talking about amazing customer service.
The reason for this is simple: the service here is truly unsurpassed.

At Nordstrom, each customer's extraordinary desire is viewed by the employee as an opportunity to shine and build their firm's reputation for excellent customer service. The company encourages such behavior in every possible way, promoting employees who are noted for providing extraordinary services.

Many regular Nordstrom customers can recall more than one or two times when they were pleasantly surprised by the level of service in these stores.

There are already hundreds of customer stories about the stores of this retailer, and although today they can already be considered classics, they are worth recalling again, due to their originality.

Legendis a story about the company based on real events, which is often repeated and told by the company's employees, customers, as well as experts (management gurus) and serves to form the company's image. Legends allow you to create an exclusive image of the company, to define its face. Legends are a kind of PR ploy that helps keep the organization's core values alive.

A store employee personally ironed a freshly purchased shirt for a customer who needed it that same day for an important meeting.
In winter, a store employee warmed up the engine of the customer's car while he finished shopping.
The salesgirl hand-knitted a shawl for an elderly client who feared that a regular-length scarf would get stuck in the spokes of her wheelchair.
An employee managed to deliver party outfits to an angry customer at the last minute.
One of the most famous stories occurred in Alaska, where Nordstrom (a rare occurrence in a company that prefers organic growth) expanded by acquiring several stores and redesigning them to fit its format. One of the purchased stores used to trade automotive parts, and a client appeared in him, who asked to reimburse him for the cost of car tires, obviously not new and even bald. The manager serving this customer, without hesitation and without saying a word, took from the customer car tires, gave him back the money on the check, taking it out of own pocket, and during my lunch break I went to a parts store that had moved to another place, and there, finally, I turned in tires and received money for them. Thus, the buyer managed to get compensation for low-quality car tires, despite the fact that Nordstrom does not sell tires.
A sales clerk noticed a woman in the Nordstrom store looking for something on the floor. After talking with her, he learned that the day before she had lost a diamond earring here and now she could not find it. The seller went to the cleaners, shook out all the garbage bags from the vacuum cleaners with them, and after a long search, he nevertheless found the lost earring, which was returned to the customer.
A client in Portland wanted to buy an Armani gown for her daughter's wedding. He ran all over the city, picked up half the state of Oregon, but found nothing. Out of desperation, he looked into the Nordstrom store, where he often made purchases and was listed regular customer, knowing for sure that they do not sell such goods there. An employee of the store, who had repeatedly helped him with purchases before, asked him to leave the measurements of the dress just in case, and the next day called him on the phone and said that she had found a dress that could be picked up the next day. As it turned out later, the store employee found the right dress in New York through her acquaintances - store managers, and then organized it with the help of the same personal contacts. express delivery across the country.
In one town, a man walked into a Nordstrom store looking for a tuxedo he was going to wear to his daughter's wedding. As it turned out, there were no tuxedos in the Nordstrom product line, and the buyer asked to arrange delivery during the day. However, the salesperson took his measurements, took his phone number, and promised to call him back when the correct size tuxedo arrived. The salesperson then contacted the design house's distributor in New York and arranged for the tuxedo to be rushed to the client. As a result, the tuxedo was delivered right on time.
The seller took longer than usual to pack the goods and, as compensation for the long wait, he paid the buyer a parking ticket.
The client was in a hurry, he was late for the plane, and he urgently needed to make a purchase. The seller of the store delivered the goods ordered by the client by phone directly to the airport.
Buyer department finishth menswear, after several visits, I bought a suit in one of the stores of the network, to from Ory sat on it badly. In the end, the buyer wrote a letter to the president of the corporation. The letter from the disgruntled buyer was received by none other than the co-chairman of the board of directors of the corporation, John Nordstrom, who very soon sent a tailor to the buyer's office with a new suit to fit.

Father and son: John Nordstrom co-chairman of the board of directors of the corporationand
Blake NordstromPresident and Director, Nordstrom, Inc.

After the suit was altered taking into account all the wishes of the client, the purchase was delivered to the buyer free of charge.

The store clerk stopped the customer and asked if her shoes had been bought from their store. After receiving an affirmative answer, the seller insisted that the shoes be replaced immediately, since "their quality is clearly not as high as it should be."
Sellers arrange delivery of shoes or dresses of the right size from another store directly to the buyer's home.

A man whose wife had just died called one of the chain's stores. He wanted to know how much he owed on his bills. He was told that he owed $1,000 and was asked why he was interested in the status of his account. The man told, and a few days later received a letter from the store, which said that his wife was an excellent customer and he can consider his bills fully paid. But that's not all. On the day of the funeral, the shop sent flowers.
A man came to the store to change the purchased shirts. He bought them in another store, but in Nordstrom's branded packaging. "Everything is good!" - said the salesman of the department of men's shirts. “We will change them, but you can choose something else for yourself for now.”
The 7-year-old son of one of the clients came home one day and said that tomorrow he had to participate in a school play in black trousers and a white shirt. Actually, he was warned in advance, but he forgot to tell his parents about it. The boy did not have such trousers, and the time had already exceeded eight hours. The boy was very upset and very worried, because he did not want to let the participants of the performance down and look stupid without proper clothes. The client himself was not in the city at that time, and his wife could not leave the house, because she was sitting with small children. What to do? The wife immediately called Nordstrom and told them about the problem. The saleswoman promised to take three pairs of matching trousers from the children's clothing department and deliver them to the client in the evening on the way home. We agreed that the wife would return the extra pairs later, when she could. The client's home was thirty minutes north of the store in San Diego. At about half past nine - the boy was already sleeping soundly at that time - the saleswoman brought trousers of the right size to the client. The next morning, when the boy woke up, three pairs of brand-new trousers were waiting for him. One pair sat on it just fine. The child, completely happy and satisfied, went to school for his performance, confident that his mother could work miracles. When the wife brought the two remaining pairs to the store, she talked to the saleswoman, and it turned out that she lived thirty minutes south of the store. She drove thirty minutes to bring the order, and then spent another hour to return home. This woman lingered not only to meet the expectations of customers, but also to please them.
On the eve of Mother's Day, the host of the Las Vegas morning program Lite 100.5 called the Nordstrom store in the city where her mother lives and asked that the chosen gift be delivered to her. At the same time, the presenter complained that she was late with the order and that he would not arrive at right time. “No problem,” the seller replied, “I live near your mother and will bring a gift to her on the way home.” After that, on one of the morning broadcasts, the host of the morning program said: “From now on, I only shop at Nordstorm stores.” And all of Las Vegas heard it.

Such stories told by customers are great word of mouth advertising that attractsmore and more new customers to the chain stores. In addition, with the "bald-tired" ray was featured on the front pages of several newspapers, including the Wall Street Journal, USA Today, and the New York Times. He is mentioned in many books, and probably hundreds of speakers have given this example in their speeches to thousands of people around the world. How much does such an advertisement cost? Is it possible to name the price of such a PR?

In fairness, it is worth noting that the company itself never advertises its own “good deeds”, and does not use them for marketing purposes, preferring that only buyers talk about them.
But at the same time, the company collects and carefully stores stories about the "heroic" deeds of its employees who have done something extraordinary to please their customers.
Every working day for sellers Nordstrom begins with a small meeting in which they are asked to talk about how they and their colleagues communicated with customers the day before and what they did for them. Salespeople who do the most for customers are rewarded, and stories about their cases are posted on the corporate website.
Letters of thanks from satisfied customers are first publicly read by the Store Director. If the letter contains gratitude to a specific employee, then the Store Director congratulates the employee to the applause of colleagues.
Then Thanksgiving letters are enlarged and inserted into frames that, in the manner of photographs, decorate the corridors of offices.
In addition, Nordstrom employees themselves write heroic stories about each other, which, along with customer reviews and letters in which the employees express gratitude to customers, are taken into account in the competition which store will receive a monthly prize for the best service.

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