Nordstrom: A Way to Mitigate Potential Conflict?

Subject: Company Analysis
Pages: 2
Words: 548
Reading time:
3 min
Study level: Master

Nordstrom approaches development around the client experience and is known to be one of the best companies in customer service. While Nordstrom might be known generally for its stores, today, that public store framework and its partners address a staggeringly significant benefit that can be utilized to serve clients anyway and at whatever point they like (Spector & Reeves, 2017). The secret of the success and popularity of the Nordstrom approach is a steady focus on the client. It ceaselessly assesses criticism from every item or highlights dispatch (Spector and Reeves, 2017). That is outstanding client care where individuals pick Nordstrom, not really on the grounds that it generally has the best stock, but since they know, without question, they will work well for a client. Some significant cons to Nordstrom’s methodology could be an increment in expenses to finance the client assistance, for the representative preparing, and for the motivations for those workers. Nordstrom could encounter starting benefit misfortune because of the weighty costs called for in acquiring an upper hand in client care. Every one of the administrations offered and the preparation that goes into those administrations cost cash. Nordstrom is gambling a potential misfortune, as they put money into unquestioning customer satisfaction and the service sector of their business (Verčič et al., 2018). Another danger could be that in arranging such a massive amount into client care, it very well may be challenging to assess and quantify how viable that approach was (Verčič et al., 2018).

It tends to be hard to gauge if clients went through more cash or returned to the store exclusively due to the assistance they got in the store (Verčič et al., 2018). The expansion in steadfastness or client spending could be ascribed to other brand components. Struggle happens when at least two gatherings cannot concede to a next step plan. Generally, it is on the grounds that they have a distinction in viewpoints, qualities, or suppositions. Neglecting to determine clashes with clients can contrarily affect maintenance, faithfulness, and brand mindfulness (Nelson and Quick, 2018). The initial step to managing a contention is to permit irate clients to talk and communicate their sentiments until they discharge their disappointment and quiet down. At the point when a client is distracting, a representative ought to divert the discussion back to the significant issues and concentrate on valuable arrangements. Changes in prosody were found to have a substantial job in how the contention between a specialist and a representative customer arose and was taken care of (Kykyri and Puutio, 2018). Nonverbal and prosodic means have a focal job in making authentic space for the representatives’ sentiments. They help to approve the feelings and, in this way, driven the conversationalists to act in a more useful manner in their treatment of the tangled circumstance. Recruit the perfect individuals and afterward enable them to be innovative on the side of their organization and their clients, as opposed to miniature policing each second. Lastly, another helpful tip to ensure efficient conflict management in your facility is to make it clear to your workers that they must make a clever move without asking for authorization. Therefore, it is crucial to brainstorm the correct answers for issues that couldn’t be entirely epitomized by a foreordained arrangement of approaches.


Kykyri, V.-L., & Puutio, R. (2018). Conflict as it happens. Journal of Organizational Change Management, 34(1), 28–45. Web.

Nelson, D. L., & Quick, J. C. (2018). ORGB6: organizational behavior. Cengage Learning.

Spector, R., & Reeves, B. O. (2017). The Nordstrom way to customer experience excellence: creating a values-driven service culture. Wiley.

Verčič, D., Tench, R., & Tkalac Verčič, A. (2018). Collaboration and conflict between agencies and clients. Public Relations Review, 44(1), 156–164. Web.