Nordstrom inspiration for the Dynamics NAV (Navision) Community
Nordstrom was just named the Top Luxury Brand in the latest ranking from the Luxury Institute. You might ask what that has to do with the Microsoft Dynamics NAV (Navision) Community but actually there is a lot we can learn from Nordstrom. For years I've been hearing the frequent lament from both our clients and fellow partners in the Microsoft Dynamics NAV (Navision) community that people won't pay for exceptional service anymore and just want the cheapest price. I've always struggled with that world view since I'm a firm believer in paying more for great service. However I've found that great service is nearly impossible to find. I also don't accept that people are just looking for the cheapest price or every purchase would be made at Wal-Mart.
As an organization we have been studying the Nordstrom way and what it can teach us about our own business. What intrigues me is that Nordstrom sells what I think we would all agree are commodities. What they offer in terms of the products they sell isn't appreciably different from any other high end department store. However Nordstrom goes out of their way to make each and every customer experience the best it can be, and when they are unable to delight a customer they back up their reputation with one of the most liberal return policies in the industry.
What this tells me is that if Nordstrom can create one of the most revered brands that exist today selling shirts, shoes, and dresses then we can do the same in our industry. While not every customer may care about exceptional service and be willing to pay a premium to get it, we have to be here to serve the ones that do. Nordstrom is not out to sell every shirt that is sold but they are out to sell every shirt that is sold to a customer who values an exceptional experience every time they walk through the Nordstrom doors.
For our clients and our fellow partners we have the opportunity to become the Nordstrom of our industry if we make it our mission to delight our customers each and every day, one customer and one project at a time.