About Us…

American Upscale U.S Fashion retailer founded by John Nordstrom in 1901

•Currently, they comprise of:

1. 112 Full line stores

2. 69 Nordstrom rack clearance stores

3. 2 Jeffery boutiques

4. 1 Clearance store

Loyalty Programs and Rewards

The Nordstrom Family

• Nordstrom treats its customers like its most valued asset and consists of exclusive and unique customer policies, such as:

1. Their “No question asked” return policy

2. Various customer loyalty programs

3. They have just one rule, “Use good judgement at all situations”

Social Media Influence

• The Management at Nordstrom uses social media very efficiently

• They make use of it to remind people about their upcoming sales

• To address any of their concerns

• To post pictures about new arrivals

Nordstrom

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Sale! Sale! SALE!

• The Half yearly sale is the most known sale for Nordstrom

• “Pin it to win it” is a new program started by them to keep their customers engaged

• They have some or the other offers going on throughout the year

Nordstrom’s Strategy

1. Luxury and personalization

2. Upscale fashion merchandiser

3. Unmatched customer service

4. Unique consumer profile

That is why,

People Love Nordstrom!

Customer Service

•Known for quality, Service and Trust

•Customers stay Loyal even at hard times

•Every time they open a new store, they help raise money for local charities

Human Relations

• The Management at Nordstrom values its employees as much as its customers

• They believe in making work fun

• They provide great growth and career development opportunities for their employees

CSR• In 2015, they recycled 90% of

their waste

• They take care of communities + Respect Environment

• Charitable programs:

Treasure & Bond

United way

Shoes that fit

And many more…

“We’re Going To Leave It Better Than We Found It”

Case Analysis

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• How else can Nordstrom continue to provide exceptionalcustomer service and increase brand loyalty?

1) Continue Understanding and pleasingcustomers like no one else does

2) Continue to provide High Quality products

3) Give customers an experience to remember

4) Cultivate a customer lifetime value

5) Cultivatecustomer relationships

6) Increasebrand loyalty

•What are Nordstrom’s greatest risksand who are its biggest competitors?

Competitors

Risks

#1

Limited commercials and advertisements

#2

Expensive

#3

Not having products that the consumers desire

Summary

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About Us

Loyalty

and

rewards

Nordstrom

family

Social

media

influence

Nordstrom’s

Strategy

Customer

Service

Human

Relations

Case

Analysis

CSR

Disclaimer

• Created By: Nuzhat Shaikh, Chetana’s H.S College Mumbai, during an Internship by Prof. Sameer Mathur IIM Lucknow.

(See www.IIMInternship.com)