Nordstrom Case Study
Marketing Excellence Case Study: Nordstrom
Tameka Flowers
Columbia Southern University
MBA 5501-12J-4, Advanced Marketing
1. Nordstrom’s “no questions asked’ return policy, Fashion Reward loyalty program, and their customer preferences tool, Personal Book, are all systems that help the retailer set standards in customer service and loyalty (Kotler & Keller, 2012). Nordstrom can continue to be known as an exceptional customer service provider by being a retail front-runner with internet and Social Media usage, personalized services, and increased attention on international shoppers.
According to Amy Spradling, Nordstrom has a strong Social Media presence. The company has accounts on Twitter, Pinterest, Instagram, and Facebook. They also offer information via blogs and an app. “6,800,000 other sites have linked to Nordstrom as of January 20, 2013…Nordstrom has 1,833,435 likes on Facebook…163,872 people checked in to Nordstrom on Facebook” (Spradling, 2013). Nordstrom’s competitor, Bloomingdales, has only one-third of the number of links, and one-fifth of the number of Facebook likes (Spradling, 2013). Nordstrom has five blogs that are available on Nordstrom’s website. They cover beauty, fashion, weddings, men’s needs, and finding the best piece. The articles are short insights into stylists’ viewpoints and what the current trends are ("Nordstrom," 2013). The Nordstrom app allows users to view put-together looks, product information and availability, customer reviews and upcoming events. It can also be used to create wish lists and make purchases ("Google play," 2012).
Nordstrom’s internet presence provides a bridge to their personalized services. Personalized service is an effective component in Nordstrom’s strategy to maintain and grow brand loyalty. On Facebook, Nordstrom has provided personalized responses to complaints that included either solutions or apologies. Additionally, they have used this media to address public relations
Tameka Flowers
Columbia Southern University
MBA 5501-12J-4, Advanced Marketing
1. Nordstrom’s “no questions asked’ return policy, Fashion Reward loyalty program, and their customer preferences tool, Personal Book, are all systems that help the retailer set standards in customer service and loyalty (Kotler & Keller, 2012). Nordstrom can continue to be known as an exceptional customer service provider by being a retail front-runner with internet and Social Media usage, personalized services, and increased attention on international shoppers.
According to Amy Spradling, Nordstrom has a strong Social Media presence. The company has accounts on Twitter, Pinterest, Instagram, and Facebook. They also offer information via blogs and an app. “6,800,000 other sites have linked to Nordstrom as of January 20, 2013…Nordstrom has 1,833,435 likes on Facebook…163,872 people checked in to Nordstrom on Facebook” (Spradling, 2013). Nordstrom’s competitor, Bloomingdales, has only one-third of the number of links, and one-fifth of the number of Facebook likes (Spradling, 2013). Nordstrom has five blogs that are available on Nordstrom’s website. They cover beauty, fashion, weddings, men’s needs, and finding the best piece. The articles are short insights into stylists’ viewpoints and what the current trends are ("Nordstrom," 2013). The Nordstrom app allows users to view put-together looks, product information and availability, customer reviews and upcoming events. It can also be used to create wish lists and make purchases ("Google play," 2012).
Nordstrom’s internet presence provides a bridge to their personalized services. Personalized service is an effective component in Nordstrom’s strategy to maintain and grow brand loyalty. On Facebook, Nordstrom has provided personalized responses to complaints that included either solutions or apologies. Additionally, they have used this media to address public relations
References: Byron, E., & Talley, K. (2011, August 10). Luxury sales at risk. The Wall Street Journal. Retrieved from http://online.wsj.com/article/SB10001424053111904480904576498632940394432.html Clifford, S. (2010, August 23). Nordstrom links online inventory to real world. The New York Times. Retrieved from http://www.nytimes.com/2010/08/24/business/24shop.html?_r=0 Compare any two retail websites, side-by-side. (n.d.). Retrieved from knoji.com Google play. (2012, November 20). Retrieved from https://play.google.com/store/apps/details?id=com.nordstrom.android&feature=search_result Maheshwari, S. (2012, August 02). Ross, tjx lead retailers in how to reduce risks. News telegram.com. Retrieved from http://www.telegram.com/article/20120802/NEWS/108029927/0 Nordstrom. (2013). Retrieved from http://shop.nordstrom.com/ Spradling, A. (2013, February 26). Bloomingdales vs. Nordstrom [Web log comment]. Retrieved from http://amyspradling.wordpress.com/2013/02/26/bloomingdales-vs-nordstrom/ Youtube. (2013). Retrieved from http://www.youtube.com/user/Nordstromcom