Contact Center Solutions Featured Article

Nordstrom's 4th-quarter Sees a 20-percent Increase in Net Income

February 22, 2013

The Nordstrom brand has been answering many of the style questions of their customers for more than 100 years. While other upper-end retailers have fallen by the wayside to the many ups and downs the economy has produced in the past 100 years, Nordstrom seems to have a talent for weathering the storm and at times thriving. The fourth quarter report the company issued had some good numbers and a positive outlook for 2013 with more store openings. Net earnings of $284 million were higher than the $236 from the same quarter last year, an increase of 20 percent.

One of the reasons for the 20-percent increase is Nordstrom digital presence. The company has introduced an online store and implemented mobile and tablet applications to entice shoppers on their mobile devices. Online sales saw a big improvement in the fourth quarter with a 31 percent increase. The result was sales surpassed the $1 billion mark for the first time for online transactions, and of those mobile devices accounted for more than 20 percent.

A summary of the fourth quarter showed the same growth the company has been experiencing throughout the year. Net sales were $3.6 billion with earnings before paying in taxes, up by 20-percent compared to the same quarter the previous year. Other improvements for the company include same store sales up over six percent and Nordstrom Rack increased with net sales up by 23-percent in the fourth quarter.

Since 1901when it was just a small Seattle shoe shop working its way up to its current manifestation of more than 230 different types of outlets, Nordstrom has been growing and evolving with the times. The record number for sales it is experiencing is the result of significant investments in customer service improvements. The company wants the Nordstrom experience to be unique and the result has been a double-digit growth for three consecutive annual net sales.

"We aspire to be the retailer of choice wherever and whenever customers choose to shop with us. And we understand that our customers' definition of services (is) changing." Blake Nordstrom, the retailer's president,




Edited by Carlos Olivera

Article comments powered by Disqus

Related Contact Center Solutions Articles

Appeals Court OKs Redbox's Customer Info Disclosure to Third Parties

The U.S. Court of Appeals for the Seventh Circuit, based in Chicago, has given its approval of Redbox's practices for disclosing customer information to a third party regarding customer service issues. [ Read More ]
10/31/2014

On How to Avoid Challenges and Added Costs of Open Enrollment Period for 'Obamacare'

If you live in the U.S., consider this a type of public service announcement. We are about to enter the open enrollment period for 2015 as part of the continuing rollout of the Patient Protection and Affordable Care Act (PPACA), which has become better known as "Obamacare." As we are all aware, the initial rollout of Obamacare was problematic-to put it politely. However, the good news is that, thanks to some great work by the IT industry experts called in to fix it, healthcare.gov is working bet… [ Read More ]
10/31/2014

Getting Ready for the Holiday Rush-The Role of Customer Experience Transformation

It should be no surprise to anyone that the holiday season is fast-approaching, which means "all hands on deck" in the contact centers of retailers. And, as we move into what can best be characterized as the "Omni-channel Era" when it comes to providing a compelling customer experience, retailers are busy transforming virtually every aspect of how to provide such experiences. [ Read More ]
10/31/2014

When it comes to Contact Center Agents 'Mind the Gap'

As content curator and contributor to the Contact Center Solutions Community, part of my function is to review information and insights from around the Web and illuminate them to our readers. In this regard, I would like to recommend an insightful posting from IT-Online titled, "How to differentiate customer experience." [ Read More ]
10/30/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!