Nordstrom Culture

By Leah Snider

What is a culture?

Organizational culture is a system of shared assumptions, values, and beliefs, which governs how people behave in organizations. These shared values have a strong influence on the people in the organization and dictate how they dress, act, and perform their jobs.

Deal and Kennedy’s Strong Culture1. Values

○ The beliefs and visions that the employees hold for organization

2. Heroes○ individuals that exemplify organization’s values

3. Rites and Rituals○ ceremonies through which an organization celebrates its values

4. Communication System ○ through which cultural values are instituted and reinforced

Values

Customer Experience● Nordstrom puts a high value on customer service ● All customers should have a great experience in the

store, online, or on the phone ○ In store, employees call the customer by name and are fully attentive

through check out. Stores have music playing to create ambience. Visual displays help create a shopping experience for the customer.

○ Nordstrom.com is well put together and easy to navigate○ All phone calls lead to a real person, not an automated voice

heroes

Nordstrom Heroes● The three brothers Blake, Pete and Erik Nordstrom are

third generation Nordstrom Co-Presidents ● This family run business has been around for 114 years● Since the beginning of the company, the emphasis has

always been customer service ● They operate 303 full-line stores and 117 rack stores

rites

Rites and Rituals at Nordstrom● There are many ways in which Nordstrom celebrates its

employees and management● Saturday mornings before the store opens, management

holds “rallies” to get the employees excited○ Management celebrates the top selling employees of the week○ They hold contest for the upcoming week between departments○ They give awards out to top sellers and make them Nordstrom Allstars○ Employees have the chance to win a free drink from the Cafe

communication system

Inverted Pyramid of Management

Communication- Inverted Pyramid● A metaphor for reversal of traditional management

practices● Put the customer on top of the pyramid, they are the

first priority and most important● Employee has great power of decision making● Manager becomes facilitator team effort in departments● Manager becomes coach and mentor to employees

communication● Communication is informal at Nordstrom

○ Communicate in break rooms, lunch areas, walking around store, text and email with co-workers

● Employees are encouraged to reach out to all sources for help and direction ○ Reach out to HR with issues○ Ask Service Experience for help

Questions

Questions1. Nordstrom’s inverted pyramid is unique to their company.

Should more companies take on this approach to management?

2. Nordstrom puts a big emphasis on their employees and making them feel special and important. Should more companies take the time doing this to ensure a long term employee?

Work CitedScott, J. (2014, April 14). What Nordstrom Is Doing Right in Customer Service. Retrieved February 05, 2016, from

https://www.beyond.com/articles/what-nordstrom-is-doing-right-in-customer-service-14623-article.html

Adkins, W. (2016). What Is the Importance of the Inverted Pyramid in an Organization? Retrieved February 05, 2016, from

http://smallbusiness.chron.com/importance-inverted-pyramid-organization-34447.html

Indvik, L. (2015, May 5). Nordstrom Names Three Brothers Co-Presidents. Retrieved February 07, 2016, from

http://fashionista.com/2015/05/nordstrom-brothers-co-presidents