OUR COMMITMENT TO HAPPY CUSTOMERS DOESN’T.

FASHION CHANGES. SHOPPING CHANGES.

FOUNDED IN 1901BY J. W. NORDSTROM

BEGAN AS SHOE RETAILER

1971: COMPANY WENT PUBLIC

AMERICAN UPSCALE FASHION SPECIALTY CHAIN STORE

CLOTHING

JEWELLERY

COSMETICS

ACCESORIES

Customer strategy

among the first retailers to invest in ecommercesignificant investments enabling customers to shop seamlessly across stores and online

TARGET CUSTOMERS

MOSTLY WOMEN IN 20s & 30sWHO SHOP FOR THEM, THEIR CHILDREN & HUSBAND

ANYONE WHO ENJOYS FASHION

MULTICHANNEL MARKETING

DIFFERENTIATED PRODUCTIncreasing relevance with new & existing

customers

EXCITING NEW WAYS FOR EASIER & FASTER SHOPPING

videos featuring young adults involved in activities like chopping wood or riding a motorcycle while fashionably dressed.

CAMPAIGN TO ATTRACT YOUNG SHOPPERS  “Great style

from nordstrom can help you build your unique character”

Customer loyalty program

active social customer service channel

50 tweets per day ranging from product queries, to complaints, to casual brand mentions.

Like2Buy-gallery of Instagram photos from Nordstrom, which when clicked take them to the product page.

CORPORATE SOCIAL RESPONSIBILITY

Marketi

ng

ExcellenceCa

se st

udy

How else can Nordstrom continue to provide exceptional customer service and increase brand loyalty?continue understanding & pleasing

customersproviding high quality productscontinue to cultivate customer

relationshipbuilding brand loyaltymaximizing customer lifetime value

What are Nordstrom’s greatest risks, and who are its biggest competitors?limited commercials/advertizing;losing customers due to cheaper

alternatives;not having products customers

want/desireBiggest Competitors

saks fifth avenuebloomingdalesneiman marcus

THIS PRESENTATION HAS BEEN CREATED BY KARTIKEY BHARGAV(IIT KANPUR), DURING A MARKETING

INTERNSHIP UNDER PROF. SAMEER MATHUR (IIM LUCKNOW)