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Making customers feel good is what drives us.
Improving customer service is our #1 goal. We aspire to give each and every customer a great experience—no matter how they choose to shop with us. We believe we're best able to evolve and grow as a company when we put the customer first.
We're uniquely positioned as a 112-year-old growth company. Our efforts to improve the customer experience led to some great results in 2012.
See Return on Invested Capital ("ROIC") (non-GAAP financial measure) for additional information and reconciliation to the most directly comparable GAAP financial measure on page 26 of our 10-K.
The foundation of our success is the personal connection that takes place with customers every day in our full-line stores. But we also understand that our customers' definition of service is changing. We're excited about how we're combining our people and culture together with technology and new capabilities to better serve customers on their terms.
E-commerce is the fastest-growing part of our business. Whether it's free shipping, getting product to customers faster, making Nordstrom.com more convenient and compelling to shop, or better listening and engaging with customers through social media—we're working to further extend our level of personalized service online and through mobile.
Nordstrom Rack is the ultimate treasure-hunt destination, offering fantastic, on-trend fashion at significant savings. With 15 new Rack openings in 2012, we're accelerating Rack store growth while enhancing the off-price experience to serve more customers in more ways. Our plan is to have more than 230 Rack stores by 2016.
We look forward to meeting customers in some exciting new places. Next year, we begin opening our first Canadian stores—starting off in Calgary, with Ottawa, Vancouver and Toronto to follow. In 2018, we'll open our 285,000-square-foot flagship store in Manhattan. Over the coming years, we're also adding other full-line stores and remodeling existing ones in top markets.
We're teaming up with some terrific partners to add capabilities and offer fresh perspectives on how to serve customers. Whether we're investing in companies or just teaming up on exciting new product launches, we're learning a lot about speed, innovation and delivering a more relevant shopping experience.
We always strive to be an ethical company where people want to work and shop. We focus our corporate social responsibility efforts on four areas: Our People, The Environment, Supporting Our Communities and Human Rights.
Learn more about our corporate social responsibility efforts at www.nordstromcares.com.